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  • Writer's pictureKenneth Gibson MSP

ScotRail Customer Satisfaction Increases to 90%

ScotRail has equalled its best-ever customer satisfaction result in the latest National Rail Passenger Survey.

Nine out of ten of the 1,200 people questioned said they were satisfied with ScotRail’s service, an increase from 83% in the previous survey in autumn 2016. Just 3% said they were dissatisfied with ScotRail.

The result was seven percentage points ahead of the UK-wide average of 83%.

Alex Hynes, Managing Director, ScotRail Alliance, said the results show the organisation is making progress in its goal of building “the best railway Scotland has ever had. For nine out of 10 ScotRail customers to be satisfied with our performance at a time when we are delivering one of the biggest upgrades to our network since Victorian times is down to the hard work of our dedicated staff at the ScotRail Alliance, a partnership between Abellio ScotRail and Network Rail."

“These results are really encouraging, but we aren't complacent. The major investment we are making now will mean faster journeys, more seats and better services for our customers.”

Dutch-owned Abellio took on the 10-year franchise for the country's trains in April 2015. The firm faced heavy criticism for late and cancelled trains last year amid the improvement works, with campaigners calling for Abellio to be stripped of the franchise.

The SNP Government ordered the ScotRail Alliance to implement a performance improvement plan in September of last year after levels slipped below contracted thresholds. That minimum threshold was regained in March.

In the latest survey, 92% of passengers said they were satisfied with the speed of ScotRail journeys, and 85% rated punctuality and reliability as acceptable. Station facilities were ranked satisfactory by 83% of those questioned, and 82% were satisfied with train facilities.

Added Kenneth Gibson:

“The huge investment being made in our railways is paying off and with £5,000 million being invested in Scotland - twice the per capital investment in the rest of the UK – we will see even greater improvements.

“In Cunninghame North, passengers want to see faster, more frequent and more reliable services and both the SNP Government, working through Transport Scotland and the ScotRail Alliance are determined to deliver.”



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