Thursday June 18th 2026
ScotRail train (photo by Ross Sneddon)
Written by Midlothian View Reporter, Liam Eunson
ScotRail has recorded a 92 per cent customer satisfaction score in the first six-monthly (October 2025 to March 2026) official independent Rail Customer Experience Survey (RCXS), placing it as one of highest performing train operators in Great Britain.
The score reflects the first two quarterly figures which saw 90 per cent (October 2025 to January 2026) and 93 per cent (January 2026 to March 2026) customer satisfaction with ScotRail.
The independent survey found that more than nine out of ten ScotRail customers were satisfied with their journey, with ScotRail outperforming the Great Britain average across key measures including overall satisfaction, punctuality, station experience, and on-board experience.
Customers who took part in the RCXS scored ScotRail:
– 92 per cent overall satisfaction (Great Britain average 87 per cent).
– 91 per cent satisfaction with train punctuality (Great Britain average 85 per cent).
– 92 per cent satisfaction with the ticket buying experience (Great Britain average 86 per cent).
– 91 per cent satisfaction with the experience at the departure station (Great Britain average 88 per cent).
– 90 per cent satisfaction with the experience on board the train (Great Britain average 87 per cent).
The results reflect ScotRail’s continued focus on delivering a safe, reliable, and welcoming railway for customers across Scotland.
It follows ScotRail being named Public Transport Operator of the Year in the recent Scottish Transport Awards 2026.
ScotRail staff across the country work every day to help customers travel with confidence, by keeping services moving, providing information during disruption, and offering assistance at stations and on trains.
The survey, carried out by independent watchdog Transport Focus, measures customer satisfaction across the rail industry and provides insight into passengers’ experiences when travelling by train. More than 100,000 people took part in the survey across Great Britain.
Insights gained from the survey support day-to-day service delivery, influence longer-term planning, and help ensure ScotRail and the wider rail industry continue to deliver what customers want and need.
The RCXS is one of the rail industry’s principal measures of customer satisfaction and gathers feedback from passengers across Great Britain throughout the year.
David Ross, ScotRail Chief Operating Officer, said:
“We want our customers to travel regularly with confidence, knowing they can rely on us to provide a safe, comfortable, and reliable service.
“These results are a reflection of the hard work and commitment of railway staff who work every day to deliver the best possible experience for our customers.
“It shows those who travel with us value the efforts of our staff and the improvements we are making.
“These are great results, but we will not become complacent.
“ScotRail remains focused on delivering the best train service we can for everyone who travels with us.”
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