ScotRail announced today that it has ‘outperformed the national average’ among UK train operators in 30 of the 33 categories in the latest National Passenger Survey.
These included overall customer satisfaction, value for money, and punctuality and reliability.
Overall customer satisfaction in the spring 2011 survey was two percentage points higher than the UK average, value for money was 12 points better, and punctuality and reliability was one point higher.
Ratings for ScotRail stations were again particularly good compared to findings south of the border – with station cleanliness at 81% some 10 points higher than the UK average and overall environment at 74% eight points above the UK average.
Steve Montgomery, ScotRail’s managing director, especially welcomed improvements in ratings on how requests to staff are handled – up two points to 86%; the attitude and helpfulness of staff, up one point at 75%, and information about train times and platforms, up one point to 85%.
He expressed disappointment that the overall customer satisfaction rating had fallen four points to 86% from its record high of 90% in spring 2010.
He said, “There is no doubt that the worst winter in a century has had an impact on our results.
“This is clearly reflected in our customer satisfaction scores where our previous record high performance levels have dropped.
“However, we take heart from the findings that the availability of on train staff and their attitude and helpfulness were respectively 20 points and 15 points better than the UK average – while station staff ratings in the same categories were five points higher than the national average.
“That is a testament to our staff over many weeks of extreme weather when rail infrastructure and trains were affected.”
Mr Montgomery added: “We are looking closely at the results and already working on comprehensive action plans to combat extreme weather conditions.
“Our focus now is on delivering these actions that will, in turn, drive our survey scores back up.”
