Nine out of ten customers satisfied with ScotRail in new rail industry survey
ScotRail customers are giving the train operator a huge vote of confidence with nine out of ten satisfied with their services, according to the first results from the new Rail Customer Experience Survey (RCXS).
The survey, launched in July this year, provides a clear view of how customers feel about their journey, and gives the rail industry near real-time insight into what matters most to customers.
In the first set of results, which cover journeys between 20 July and 11 October 2025, ScotRail achieved 90 per cent overall satisfaction, exceeding the industry average of 88 per cent.
This means that nine out of ten customers rated their journey as either very or fairly satisfactory. Journeys are broken down into stages; how satisfied customers were with their departure station, their onboard experience, and with their mode of purchase.
ScotRail also performed well in other important areas, including:
- 91 per cent for punctuality.
- 91 per cent for station information.
- 90 per cent for personal safety on trains.
The RCXS replaces the former National Rail Passenger Survey and more than doubles the sample size, with an estimated 130,000 responses from across Britain each year.
The survey provides far more detailed and regular feedback, updated every four weeks. This helps ScotRail identify areas for improvement and make changes that matter to customers.
The insights gained from the survey will support day-to-day service delivery, influence longer-term planning, and help ensure the ScotRail and the wider rail industry deliver what customers want and need.
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.”
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.”
Source: ScotRail
