Scottish Transport Statistics No 29: 2010 Edition

Has figures on (e.g.) road vehicles, traffic, accidents, bus and rail passengers, road and rail freight, air and water transport, finance, personal travel and international comparisons.


Table 7.12 Rail passenger satisfaction: National Passenger Survey

1999 3

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

ScotRail passengers

percentage who were satisfied or said good 1

Overall opinion of journey

86

86

84

80

82

85

85

87

84

89

89

How deals with delays

35

32

35

23

32

35

40

46

33

40

41

Value for money

62

57

59

56

55

58

57

56

57

59

57

How station staff handle requests

76

84

84

79

84

87

83

83

82

88

86

Overall station environment

64

66

68

59

63

65

64

67

71

74

78

Ticket buying facilities

75

78

80

77

74

72

71

74

78

85

83

Info. re. times, platforms

75

73

75

70

72

76

78

79

78

83

85

Punctuality / reliability

84

82

76

73

75

80

79

86

83

89

88

Length of journey time

86

88

86

83

85

87

87

89

88

89

90

Ease of getting on/off

81

81

83

83

82

84

84

84

83

85

88

Amount of seats / standing space

69

70

75

70

70

72

72

71

71

72

77

Frequency

83

82

82

70

78

81

83

82

80

82

84

Cleanliness

74

75

71

71

75

74

77

79

79

79

81

Comfort of seats

73

72

75

74

76

76

80

80

78

76

79

Sample size

999

2,060

2,077

2,024

2,416

2,042

2,114

2,015

2,029

2,091

2,067

Others whose journeys started in Scotland 2

percentage who were satisfied or said good 1

Overall opinion of journey

93

86

85

87

87

84

80

89

87

85

90

How deals with delays

60

53

55

52

68

56

52

69

58

54

56

Value for money

65

64

60

64

66

68

64

70

70

65

65

How station staff handle requests

96

91

87

81

91

88

94

87

82

90

87

Overall station environment

75

73

74

72

75

81

78

79

79

80

83

Ticket buying facilities

73

78

78

83

87

90

85

78

82

78

90

Info. re. times, platforms

84

76

83

77

85

80

89

86

87

86

91

Punctuality / reliability

91

76

73

76

78

82

73

87

86

87

90

Length of journey time

87

79

76

82

79

81

78

86

84

82

87

Ease of getting on/off

79

78

78

78

82

76

77

78

83

81

83

Amount of seats / standing space

70

78

78

80

80

70

73

71

77

72

80

Frequency

70

81

80

81

76

72

73

83

78

72

84

Cleanliness

82

80

81

79

77

81

83

84

89

84

86

Comfort of seats

80

68

71

70

72

71

80

78

77

74

78

Sample size

144

465

535

464

457

382

420

480

323

391

481

All GB regional operators

percentage who were satisfied or said good 1

Overall opinion of journey

80

80

78

78

80

82

83

85

82

86

86

Punctuality / reliability

78

76

67

72

73

76

79

82

82

84

86

All GB long-distance operators

Overall opinion of journey

85

81

75

80

80

81

83

88

86

84

86

Punctuality / reliability

80

75

63

71

68

75

78

86

84

81

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
3 In 1999, there was only one wave of the National Passenger Survey, in the Autumn. In other years, there were two waves, one Spring, one Autumn.

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