Please note that this site does not support Internet Explorer versions 7 or 8.

Graphs will not appear, and other elements on the page may be displayed incorrectly.

We recommend upgrading to the latest Internet Explorer, Google Chrome, or Firefox.

If you are using IE 9 or later, make sure you turn off "Compatibility View".

ScotRail satisfaction data

Note: First ceased to operate ScotRail when Abellio took over the franchise in April 2015.

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

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 90% 90% 87% 90% 88% 87% 90% 87% 83% 90%
How satisfied were passengers with train punctuality and reliability? 87% 84% 82% 86% 82% 84% 86% 86% 80% 85%
How good was the cleanliness of the inside of the trains? 82% 84% 84% 84% 83% 78% 81% 77% 78% 76%
How satisfied were passengers with the value for money of the price of their ticket? 52% 49% 52% 56% 59% 60% 61% 59% 59% 61%

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

ScotRail complaints data

Note: First ceased to operate ScotRail when Abellio took over the franchise in April 2015.

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

Transport Focus handled 5 complaint appeals in 2016 about ScotRail.

Using this graph you can explore the appeals to ScotRail.

Top five reasons for complaint appeals in 2016

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.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 37 97 115 57 56 75 39 3 0
Train service performance 33 38 65 37 35 39 23 2 1
Fares, retailing and refunds 46 55 73 51 44 50 32 1 2
Quality on train 9 23 17 13 12 34 13 1 0
Staff conduct and availability 24 35 57 26 18 34 15 1 0

Complaint appeals relating to:

Complaints handling 3 This is down 92% on the previous year
Train service performance 2 This is down 91% on the previous year
Fares, retailing and refunds 1 This is down 97% on the previous year
Quality on train 1 This is down 92% on the previous year
Staff conduct and availability 1 This is down 93% on the previous year