Scottish Liberal Democrat Transport Spokesperson Mike Rumbles MSP has called into question a National Rail Passenger Survey, carried out by the independent watchdog Transport Focus, which claims that more than four out of five customers are satisfied with ScotRail.
Figures published this week showed the complexity of the challenge facing Scotland’s railway. The number of ScotRail customer journeys increased by 23.5 million over the previous decade – rising from 74.2 million in 2007/08 to 97.8 million in 2017/18.
Transport Focus, found that 84 percent of the 1,400 ScotRail customers surveyed are satisfied with the train operator.
Mr Rumbles said:
“I’m pleased that 84 percent of passengers are satisfied with the service they have received but that means that thousands of customers on millions of journeys each year are not happy.
“The Scottish Government’s record on this is not good. Over and over again we have heard the Minister put a positive spin on customer performance. Meanwhile, delayed trains, skipped stops and overcrowding continue to affect thousands of journeys.
“On top of that there have been significant interruptions to the rollout of the high-speed fleet that has set back the entire network. The staff on the ground are doing a fantastic job of keeping everything running but the Scottish Government’s management has been far from stellar.”
Notes for editors:
- The full Scotrail release and survey data can be found at: https://www.scotrail.co.uk/about-scotrail/news/more-four-out-five-customers-satisfied-scotrail