Tuesday September 8th 2026
ScotRail train at Eskbank Station
Written by Midlothian View Reporter, Liam Eunson
ScotRail has been ranked the highest-performing large train operator in Great Britain, with 92 per cent of passengers saying they were satisfied with their overall journey.
The latest independent Rail Customer Experience Survey (RCXS), carried out by transport watchdog Transport Focus, found ScotRail scored above the Great Britain average in 10 of the 11 measures assessed.
Passengers gave the operator a 91 per cent satisfaction rating for punctuality, while 92 per cent were satisfied with the information provided at stations.
Overall satisfaction with ScotRail trains stood at 90 per cent, with the same proportion of passengers saying they felt satisfied with their personal safety while on board.
The survey also assessed areas including value for money, crowding, station experience, onboard experience and information provided during journeys.
ScotRail’s results come as passenger numbers continue to rise across the network.
Almost 8.5 million journeys were made on ScotRail services in July 2026 – around 900,000 more than during the same month last year.
The operator said the increase was partly driven by major events taking place across Scotland, as it continues efforts to encourage more people to travel by rail.
The RCXS is carried out by Transport Focus, an independent watchdog representing transport users, and measures passenger experiences across the aspects of rail travel they consider most important.
David Ross, ScotRail Chief Operating Officer, said the results represented a “strong vote of confidence” from passengers.
He added that the company would continue to use customer feedback to identify areas where further improvements could be made.
ScotRail said the findings reflected the work of staff across Scotland to provide a safe, reliable and welcoming service for passengers.
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