Monday February 9th 2026
ScotRail train at Eskbank Station, Dalkeith
Written by Midlothian View Reporter, Liam Eunson
ScotRail customers are showing strong support for the train operator with nine out of ten people reporting a positive journey experience in the latest independent passenger survey.
The data comes from the Rail Customer Experience Survey (RCXS), carried out by Transport Focus, the independent watchdog for transport users, which gathers feedback from rail users across Great Britain on the aspects of travel that matter most to them.
The survey shows that 90 per cent of ScotRail customers were satisfied with their overall journey.
Passengers also rated several key parts of their experience highly, including:
– 91 per cent satisfaction with stations overall.
– 90 per cent satisfaction with trains overall.
– 93 per cent satisfaction with information provided during journeys.
– 90 per cent satisfaction with personal safety while on board.
These latest results follow ScotRail recording its busiest December since public ownership began, with 7,866,187 passenger journeys made across Scotland’s Railway during December 2025, a 10 per cent increase year-on-year.
The milestone followed a series of record-breaking days for passenger journeys in December, including the busiest Boxing Day under public ownership when 97,877 passenger journeys were recorded.
ScotRail staff across the country work every day to provide a safe, welcoming, and reliable railway – from helping people plan their journeys to providing reassurance and assistance during disruption – and the survey highlights the positive impact of that work.
The RCXS replaced the former National Rail Passenger Survey and more than doubles the sample size, with an estimated 130,000 responses from across Britain each year.
The survey provides more detailed and regular feedback, updated every four weeks, which helps ScotRail identify areas for improvement and make changes that matter to customers.
Insights gained from the survey support day-to-day service delivery, influence longer-term planning, and help ensure ScotRail and the wider rail industry deliver what customers want and need.
David Ross, ScotRail Chief Operating Officer, said:
“We’re really pleased to see such strong levels of satisfaction from our customers in this latest independent survey.
“It shows those who travel with us value the efforts of our staff and the improvements we are making.
“We know there is always more to do, and we remain focused on delivering a service that is safe, comfortable, and easy to use for everyone who travels with us.”
Cabinet Secretary for Transport, Fiona Hyslop MSP, said:
“These latest results, which show ScotRail remains one of the highest scoring operators for passenger satisfaction, is testament to the efforts of staff on the frontline and beyond who work hard every day to deliver for passengers.
“There is always more that can be done to improve services and that is why Transport Scotland continues to work with ScotRail to ensure our publicly owned and operated railway is a success.”
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