Publication - Statistics

Scottish Transport Statistics No 29: 2010 Edition

Published: 20 December 2010
ISBN: 9780755998449

Has figures on (e.g.) road vehicles, traffic, accidents, bus and rail passengers, road and rail freight, air and water transport, finance, personal travel and international comparisons.

Supporting documents

Table 7.12 Rail passenger satisfaction: National Passenger Survey

*All GB long-distance operators*
	1999 ³	2000	2001	2002	2003	2004	2005	2006	2007	2008	2009
*ScotRail passengers*	percentage who were satisfied or said good ¹
Overall opinion of journey	86	86	84	80	82	85	85	87	84	89	89
How deals with delays	35	32	35	23	32	35	40	46	33	40	41
Value for money	62	57	59	56	55	58	57	56	57	59	57
How station staff handle requests	76	84	84	79	84	87	83	83	82	88	86
Overall station environment	64	66	68	59	63	65	64	67	71	74	78
Ticket buying facilities	75	78	80	77	74	72	71	74	78	85	83
Info. re. times, platforms	75	73	75	70	72	76	78	79	78	83	85
Punctuality / reliability	84	82	76	73	75	80	79	86	83	89	88
Length of journey time	86	88	86	83	85	87	87	89	88	89	90
Ease of getting on/off	81	81	83	83	82	84	84	84	83	85	88
Amount of seats / standing space	69	70	75	70	70	72	72	71	71	72	77
Frequency	83	82	82	70	78	81	83	82	80	82	84
Cleanliness	74	75	71	71	75	74	77	79	79	79	81
Comfort of seats	73	72	75	74	76	76	80	80	78	76	79
*Sample size*	999	2,060	2,077	2,024	2,416	2,042	2,114	2,015	2,029	2,091	2,067
*Others whose journeys started in Scotland ²*	percentage who were satisfied or said good ¹
Overall opinion of journey	93	86	85	87	87	84	80	89	87	85	90
How deals with delays	60	53	55	52	68	56	52	69	58	54	56
Value for money	65	64	60	64	66	68	64	70	70	65	65
How station staff handle requests	96	91	87	81	91	88	94	87	82	90	87
Overall station environment	75	73	74	72	75	81	78	79	79	80	83
Ticket buying facilities	73	78	78	83	87	90	85	78	82	78	90
Info. re. times, platforms	84	76	83	77	85	80	89	86	87	86	91
Punctuality / reliability	91	76	73	76	78	82	73	87	86	87	90
Length of journey time	87	79	76	82	79	81	78	86	84	82	87
Ease of getting on/off	79	78	78	78	82	76	77	78	83	81	83
Amount of seats / standing space	70	78	78	80	80	70	73	71	77	72	80
Frequency	70	81	80	81	76	72	73	83	78	72	84
Cleanliness	82	80	81	79	77	81	83	84	89	84	86
Comfort of seats	80	68	71	70	72	71	80	78	77	74	78
*Sample size*	144	465	535	464	457	382	420	480	323	391	481
*All GB regional operators*	percentage who were satisfied or said good ¹
Overall opinion of journey	80	80	78	78	80	82	83	85	82	86	86
Punctuality / reliability	78	76	67	72	73	76	79	82	82	84	86
Overall opinion of journey	85	81	75	80	80	81	83	88	86	84	86
Punctuality / reliability	80	75	63	71	68	75	78	86	84	81	86

Source: Passenger Focus - Not National Statistics
1 The difference from 100 includes both those who were dis-satisfied or said poor and ( e.g.) those who were neither satisfied nor dis-satisfied.
2 Excluding passengers whose journey started on a ScotRail service, who are counted as ScotRail passengers
3 In 1999, there was only one wave of the National Passenger Survey, in the Autumn. In other years, there were two waves, one Spring, one Autumn.

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Table 7.12 Rail passenger satisfaction: National Passenger Survey

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