Working in partnership with London TravelWatch

Transport User Voice – March 2020 – What’s going on in Scotland?

27 February 2020

Satisfaction results and the next 20 years

National Rail Passenger Survey

Rail passengers in Scotland have recorded one of the biggest improvements in rail satisfaction in Britain.  Overall passenger satisfaction with ScotRail services rose to 89 per cent in autumn 2019 – up significantly with autumn 2018 (79 per cent), in latest results for ScotRail from the National Rail Passenger Survey (NRPS.

Passengers in Scotland have felt the benefit of investment and stabilised performance. Satisfaction with punctuality has increased, and this is crucial – the most important thing for passengers is a service they can rely on.

ScotRail’s focus on delivering its performance remedial plan has resulted in the best autumn punctuality figures in five years. Delivery of the NRPS remedial plan, and investment in new trains and timetable enhancements, has seen satisfaction in most train factors rise. Overall satisfaction with the train rose to 84 per cent compared to autumn 2018 (75 per cent) together with the helpfulness and attitude of staff on the train, up to 80 per cent.

National Transport Strategy (NTS2)

The National Transport Strategy (NTS2), published on 5 February, sets out an ambitious and compelling vision for Scotland’s transport system for the next 20 years. There are four priorities to support that vision:

Transport Focus was one of the members of the ‘Partnership Group’, which allowed external stakeholders to meet regularly during the course of the NTS review to provide specialist insight, comment and challenge. The NTS Delivery Plan must ensure robust stepping stones and measurements are put in place to support achievement of the NTS vision and priorities.

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