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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
Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn
Overall, how satisfied were passengers with the journey? 89% 90% 90% 87% 90% 88% 87% 90% 87% 83%
How satisfied were passengers with train punctuality and reliability? 87% 87% 84% 82% 86% 82% 84% 86% 86% 80%
How good was the cleanliness of the inside of the trains? 84% 82% 84% 84% 84% 83% 78% 81% 77% 78%
How satisfied were passengers with the value for money of the price of their ticket? 51% 52% 49% 52% 56% 59% 60% 61% 59% 59%

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 76 complaint appeals in 2015 about ScotRail.

Using this graph you can explore the appeals to ScotRail.

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.

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

Complaint appeals relating to:

Complaints handling 39 This is down 48% on the previous year
Fares, retailing and refunds 32 This is down 36% on the previous year
Train service performance 23 This is down 41% on the previous year
Staff conduct and availability 15 This is down 56% on the previous year
Quality on train 13 This is down 62% on the previous year