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ScotRail (Abellio) satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on ScotRail (Abellio).

The top four measures of satisfaction

2012 2013 2014 2015 2016
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn
Overall, how satisfied were passengers with the journey? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a
How satisfied were passengers with train punctuality and reliability? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a
How good was the cleanliness of the inside of the trains? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a
How satisfied were passengers with the value for money of the price of their ticket? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a

To access more detailed data on each satisfaction measure, choose a question:

ScotRail (Abellio) complaints data

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 84 complaint appeals in 2015 about ScotRail (Abellio).

Using this graph you can explore the appeals to ScotRail (Abellio).

Top five reasons for complaint appeals in 2015

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

2015 2016
Complaints handling 40 26
Fares, retailing and refunds 40 10
Train service performance 29 21
Staff conduct and availability 18 17
Quality on train 11 8

Complaint appeals relating to:

Complaints handling 40
Fares, retailing and refunds 40
Train service performance 29
Staff conduct and availability 18
Quality on train 11