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Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on ScotRail (Abellio).
|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|
Transport Focus assists passengers in resolving complaints with train companies through an appeals process.
Transport Focus handled 102 complaint appeals in 2016 about ScotRail (Abellio).
Using this graph you can explore the appeals to ScotRail (Abellio).
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.
|Train service performance||29||37||9|
|Staff conduct and availability||18||24||3|
|Fares, retailing and refunds||40||19||2|
|Quality on train||11||15||7|
Complaint appeals relating to:
|Complaints handling||44||This is up 10% on the previous year|
|Train service performance||37||This is up 28% on the previous year|
|Staff conduct and availability||24||This is up 33% on the previous year|
|Fares, retailing and refunds||19||This is down 53% on the previous year|
|Quality on train||15||This is up 36% on the previous year|