Scotrail passenger satisfaction edges up despite missing targets

● Customer rating rises from 14-year low – up two points to 85 per cent

Passenger satisfaction with Scotrail has increased from a 14-year low to 85 per cent, the latest National Rail Passenger Survey by official watchdog Transport Focus has shown.

The train operator’s rating was up 2 percentage points last autumn compared to the previous autumn.

However, it remains five points below the record-equal high of 90 per cent last spring.

The results of the survey of 1,400 passengers follows Scotrail launching a performance review after it fell below target despite an improvement plan launched in 2016.

Scotrail’s lowest scores were for availability of power sockets on trains (40 per cent satisfied), wifi availability at stations (41 per cent) and reliability of the internet connection on trains, station toilets and car parking (42 per cent).

The highest scores were for journey times (91 per cent) and train information and staff helpfulness at stations (88 per cent).

The firm also significantly improved on its past Achilles heel of dealing with delays, which was up 13 points to 51 per cent.

Overall, 59 per cent thought fares were value for money.

The report stated: “As some station and train factors have a seasonal component to the results, the main comparison we use is against the survey results one year previously.”

Chief executive Anthony Smith said: “For passengers, it’s all about performance. It’s essential the Scotrail and Network

0 Scotrail passenger satisfaction is up from a 14-year low despite the operator missing targets Rail Alliance continue their focus on ensuring most trains arrive on time, with few cancellations and with carriages of the right length.”

Scottish Conservatives transport spokesman Jamie Greene said: “It is no surprise satisfaction levels in Scotland have fallen (compared to last spring). It’s been a tough few months for Scotrail in terms of performance.

“Those who pay handsomely to use rail services are continually dismayed as services are cancelled, late, overcrowded or miss out stops.”

Scotrail said its score compared to an average of 81 per cent for operators across Britain and it was the best among the five largest operators.

Among cross-border opera- tors, Virgin Trains East Coast’s score was unchanged at 92 per cent, Virgin Train West Coast’s was up 2 points to 91 per cent, Crosscountry’s was down 1 point to 83 per cent and Transpennine Express was down 3 points to 81 per cent.

Scotrail Alliance managing director Alex Hynes said: “This survey shows customer satisfaction has improved compared to this time last year and is a clear sign of the progress Scotrail is making.

“Our people work hard to deliver the best possible service for our customers.”

Transport minister Humza Yousaf said: “The improvement on the same period last year is to be welcomed.”