Transport User Voice – August 2022 – ScotRail, satisfaction and experiences

21 July 2022

All the latest from Scotland


We are pleased to note the reintroduction of ScotRail’s full timetable. The temporary timetable operating with about 700 less services a day has been in place since May, to avoid short-notice cancellations which were causing great frustration for passengers.

Rail Satisfaction Survey

Our National Rail Passenger Survey (NRPS) has measured passengers’ experiences on rail journeys for many years. Through the survey we have supported transport policy, service planning and more.

As these surveys were done by face-to-face interviews Covid-19 meant we had to suspend activity in 2020. Since then we’ve been exploring using other ways to get similarly robust data. One of these pilot projects that was carried in Scotland in March this year. This is one of a few possible approaches which we will be refining to get the maximum number of responses. You can take a look here.

Mobility and Access Committee for Scotland (MACS)

We held a constructive meeting with MACS to discuss our respective workplans and where we could help improve the passenger experience. This involved looking at ways where we can promote consideration of the holistic journey such as the end-to-end or door-to-door experience.

We also considered how to encourage transport planners and providers to take more of a joined-up approach to better consider the obstacles, gaps or pinch points which might be encountered in a door-to-door journey. These can (either alone or in combination) represent substantial barriers which discourage or prevent disabled people and many potential passengers from planning, attempting or successfully completing a journey. Much to consider.


Back to newsletter.

Like what you read? Please click below to share on social media.