Rail Satisfaction Soars: ScotRail Exceeds Industry Average in New Survey

ScotRail has earned high praise from passengers, with the majority reporting strong satisfaction with the operator’s services. The latest figures from the Rail Customer Experience Survey (RCXS) show that 90 per cent of travellers rated their journeys as either very or fairly satisfactory.

The RCXS, which replaced the National Rail Passenger Survey this year, collects feedback from a much larger pool of travellers—around 130,000 annually across Britain—and provides updates every four weeks. The first results, covering journeys from 20 July to 11 October 2025, reveal that ScotRail’s performance exceeded the industry average of 88 per cent satisfaction.

Passenger experiences are assessed across different stages of travel, including departure stations, onboard comfort, and ticket purchasing methods. ScotRail scored particularly well in key areas, achieving 91 per cent for punctuality and station information, and 90 per cent for personal safety on trains.

Phil Campbell, ScotRail Customer Operations Director, said:

"These early results are encouraging and reflect the commitment of our people, who work hard every day to deliver the best possible service for customers across Scotland. This new survey gives us better and more frequent insight into what matters most to customers, and we’re determined to use that feedback as we continue to make improvements where they are needed. Everyone at ScotRail is focused on delivering the safe, reliable, and customer-focused service our customers expect and deserve, while encouraging more people to choose Scotland’s Railway as their low-carbon mode of travel."

The survey’s detailed and frequent feedback allows ScotRail to respond quickly to customer needs and informs longer-term planning for service improvements. According to the results, passengers are increasingly confident in the operator’s ability to provide a safe, reliable, and convenient service.

Fiona Hyslop MSP, Cabinet Secretary for Transport, said:

"I welcome these latest results which show ScotRail remains one of the highest scoring operators for passenger satisfaction and above the GB average. There is always more that can be done to improve services and that is why Transport Scotland continues to work with both ScotRail and Caledonian Sleeper to ensure our publicly owned and operated railway is a success."

With these encouraging results, ScotRail is set to continue building on its reputation while encouraging more travellers to choose rail as a low-carbon alternative, highlighting the operator’s commitment to both passenger satisfaction and environmental responsibility.

Image: ScotRail