Scottish Transport Statistics: No 26

Scottish Transport Statistics: No 26 - 2007 Edition

Table 8.12 Rail passenger satisfaction: National Passenger Survey

ScotRail passengers	1996	1997	1998	1999 ³	2000	2001	2002	2003	2004	2005	2006
ScotRail passengers	percentage who were "satisfied" or said "good" ¹
Overall opinion of journey	..	..	..	86	86	84	80	82	85	85	87
How deals with delays	..	..	..	35	32	35	23	32	35	40	46
Value for money	..	..	..	62	57	59	56	55	58	57	56
How station staff handle requests	..	..	..	76	84	84	79	84	87	83	83
Overall station environment	..	..	..	64	66	68	59	63	65	64	67
Ticket buying facilities	..	..	..	75	78	80	77	74	72	71	74
Info. re. times, platforms	..	..	..	75	73	75	70	72	76	78	79
Punctuality / reliability	..	..	..	84	82	76	73	75	80	79	86
Length of journey time	..	..	..	86	88	86	83	85	87	87	89
Ease of getting on/off	..	..	..	81	81	83	83	82	84	84	84
Amount of seats / standing space	..	..	..	69	70	75	70	70	72	72	71
Frequency	..	..	..	83	82	82	70	78	81	83	82
Cleanliness	..	..	..	74	75	71	71	75	74	77	79
Comfort of seats	..	..	..	73	72	75	74	76	76	80	80
Sample size	..	..	..	999	2,060	2,077	2,024	2,416	2,042	2,114	2015
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
How deals with delays	..	..	..	60	53	55	52	68	56	52	69
Value for money	..	..	..	65	64	60	64	66	68	64	70
How station staff handle requests	..	..	..	96	91	87	81	91	88	94	87
Overall station environment	..	..	..	75	73	74	72	75	81	78	79
Ticket buying facilities	..	..	..	73	78	78	83	87	90	85	78
Info. re. times, platforms	..	..	..	84	76	83	77	85	80	89	86
Punctuality / reliability	..	..	..	91	76	73	76	78	82	73	87
Length of journey time	..	..	..	87	79	76	82	79	81	78	86
Ease of getting on/off	..	..	..	79	78	78	78	82	76	77	78
Amount of seats / standing space	..	..	..	70	78	78	80	80	70	73	71
Frequency	..	..	..	70	81	80	81	76	72	73	83
Cleanliness	..	..	..	82	80	81	79	77	81	83	84
Comfort of seats	..	..	..	80	68	71	70	72	71	80	78
Sample size	..	..	..	144	465	535	464	457	382	420	480
All GB regional operators	percentage who were "satisfied" or said "good" ¹
Overall opinion of journey	..	..	..	80	80	78	78	80	82	83	85
Punctuality / reliability	..	..	..	78	76	67	72	73	76	79	82
All GB long-distance operators
Overall opinion of journey	..	..	..	85	81	75	80	80	81	83	88
Punctuality / reliability	..	..	..	80	75	63	71	68	75	78	86

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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Scottish Transport Statistics: No 26 - 2007 Edition

Table 8.12 Rail passenger satisfaction: National Passenger Survey