Scottish Transport Statistics No 30: 2011 Edition

Table 7.12 Rail passenger satisfaction: National Passenger Survey
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
ScotRail passengers percentage who were satisfied or said good1
Overall opinion of journey 86 84 80 82 85 85 87 84 89 89 88
How deals with delays 32 35 23 32 35 40 46 33 40 41 42
Value for money 57 59 56 55 58 57 56 57 59 57 59
How station staff handle requests 84 84 79 84 87 83 83 82 88 86 81
Overall station environment 66 68 59 63 65 64 67 71 74 78 77
Ticket buying facilities 78 80 77 74 72 71 74 78 85 83 81
Info. re. times, platforms 73 75 70 72 76 78 79 78 83 85 85
Punctuality / reliability 82 76 73 75 80 79 86 83 89 88 87
Length of journey time 88 86 83 85 87 87 89 88 89 90 88
Ease of getting on/off 81 83 83 82 84 84 84 83 85 88 86
Amount of seats / standing space 70 75 70 70 72 72 71 71 72 77 75
Frequency 82 82 70 78 81 83 82 80 82 84 82
Cleanliness 75 71 71 75 74 77 79 79 79 81 77
Comfort of seats 72 75 74 76 76 80 80 78 76 79 76
Sample size 2,060 2,077 2,024 2,416 2,042 2,114  2,015  2,029  2,091  2,067  2,113
Others whose journeys started in Scotland2 percentage who were satisfied or said good1
Overall opinion of journey 86 85 87 87 84 80 89 87 85 90 92
How deals with delays 53 55 52 68 56 52 69 58 54 56 62
Value for money 64 60 64 66 68 64 70 70 65 65 69
How station staff handle requests 91 87 81 91 88 94 87 82 90 87 90
Overall station environment 73 74 72 75 81 78 79 79 80 83 82
Ticket buying facilities 78 78 83 87 90 85 78 82 78 90 86
Info. re. times, platforms 76 83 77 85 80 89 86 87 86 91 91
Punctuality / reliability 76 73 76 78 82 73 87 86 87 90 88
Length of journey time 79 76 82 79 81 78 86 84 82 87 88
Ease of getting on/off 78 78 78 82 76 77 78 83 81 83 85
Amount of seats / standing space 78 78 80 80 70 73 71 77 72 80 79
Frequency 81 80 81 76 72 73 83 78 72 84 82
Cleanliness 80 81 79 77 81 83 84 89 84 86 86
Comfort of seats 68 71 70 72 71 80 78 77 74 78 80
Sample size 465 535 464 457 382 420 480 323 391 481 562
All GB regional operators percentage who were satisfied or said good1
Overall opinion of journey 80 78 78 80 82 83 85 82 86 86 87
Punctuality / reliability 76 67 72 73 76 79 82 82 84 86 86
All GB long-distance operators
Overall opinion of journey 81 75 80 80 81 83 88 86 84 86 87
Punctuality / reliability 75 63 71 68 75 78 86 84 81 86 86

Source: Passenger Focus - Not National Statistics
1. The difference from 100 includes both those who were dis-satisfied or said poor  and (e.g.) those who were neither satisfied nor dis-satisfied.
2. Excluding passengers whose journey started on a ScotRail service, who are counted as ScotRail passengers