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| ScotRail passenger satisfaction falls | ScotRail passenger satisfaction falls |
| (35 minutes later) | |
| Passenger satisfaction with ScotRail services has fallen but remains higher than the UK as a whole, despite problems with delays and cancellations. | |
| The latest National Rail Passenger Satisfaction (NRPS) figures showed that 83% of those surveyed said they were satisfied with their ScotRail journey. | The latest National Rail Passenger Satisfaction (NRPS) figures showed that 83% of those surveyed said they were satisfied with their ScotRail journey. |
| This was 4% lower than the previous survey in June of last year, and 7% lower than a year ago. | |
| The figure for the UK as a whole in the most recent survey was 81%. | The figure for the UK as a whole in the most recent survey was 81%. |
| The fieldwork for the survey, carried out by Transport Focus, was conducted between September and November 2016. | The fieldwork for the survey, carried out by Transport Focus, was conducted between September and November 2016. |
| 'Difficult year' | 'Difficult year' |
| It was the first to be carried out following the five month closure of the upper platforms at Queen Street Station and last summer's industrial action by RMT union members. | It was the first to be carried out following the five month closure of the upper platforms at Queen Street Station and last summer's industrial action by RMT union members. |
| ScotRail Alliance Managing Director Phil Verster - who announced last week that he will be leaving his post - said the rail operator was disappointed that its satisfaction figures had not increased. | ScotRail Alliance Managing Director Phil Verster - who announced last week that he will be leaving his post - said the rail operator was disappointed that its satisfaction figures had not increased. |
| Mr Verster added: "However, they come on the back of a difficult year for our customers. Operating a busy and complicated network is challenging at the best of times - and we are doing so during one of the largest investments in modernisation since Scotland's railway was built in Victorian times. | Mr Verster added: "However, they come on the back of a difficult year for our customers. Operating a busy and complicated network is challenging at the best of times - and we are doing so during one of the largest investments in modernisation since Scotland's railway was built in Victorian times. |
| "There is no alternative, though, to doing the work. | "There is no alternative, though, to doing the work. |
| "The decision to invest in the railway's future has been put off too many times and it is in the best long term interests of passengers that we get on and do it. It is then our job to do whatever we can to keep people moving during this work and to better communicate when things go wrong and explain why they go wrong." | "The decision to invest in the railway's future has been put off too many times and it is in the best long term interests of passengers that we get on and do it. It is then our job to do whatever we can to keep people moving during this work and to better communicate when things go wrong and explain why they go wrong." |
| The work at Queen Street followed on from a similar project at Winchburgh Tunnel, and is part of the multi-billion pound investment in Scotland's railway network. | The work at Queen Street followed on from a similar project at Winchburgh Tunnel, and is part of the multi-billion pound investment in Scotland's railway network. |
| It also includes the electrification of the line between Glasgow and Edinburgh, similar work on the Shotts line, electrification of the line between Stirling, Dunblane and Alloa and a major upgrade of the line between Aberdeen and Inverness. | It also includes the electrification of the line between Glasgow and Edinburgh, similar work on the Shotts line, electrification of the line between Stirling, Dunblane and Alloa and a major upgrade of the line between Aberdeen and Inverness. |
| There were also several large-scale incidents during the survey period - including a major one at Princes Street Gardens in Edinburgh that caused widespread disruption. | There were also several large-scale incidents during the survey period - including a major one at Princes Street Gardens in Edinburgh that caused widespread disruption. |
| Transport Focus chief executive Anthony Smith said: "The results around the country are disappointing. Scottish passengers and those travelling in peak hours in London and the south east are bearing the brunt of poor performance. | Transport Focus chief executive Anthony Smith said: "The results around the country are disappointing. Scottish passengers and those travelling in peak hours in London and the south east are bearing the brunt of poor performance. |
| "The timetable on parts of the London and South East's railway can be a work of fiction which passengers cannot rely on. As passenger numbers rise, parts of the rail network will remain brittle until welcome improvements are in place and working." | "The timetable on parts of the London and South East's railway can be a work of fiction which passengers cannot rely on. As passenger numbers rise, parts of the rail network will remain brittle until welcome improvements are in place and working." |
| Improvement plan | Improvement plan |
| Last November, Transport Minister Humza Yousaf apologised to ScotRail passengers following criticism of ScotRail's reliability since Abellio took over the contract in April 2015. | Last November, Transport Minister Humza Yousaf apologised to ScotRail passengers following criticism of ScotRail's reliability since Abellio took over the contract in April 2015. |
| Mr Yousaf, who also suggested rail services could be taken into the public sector in the future, had previously ordered ScotRail to draw up an improvement plan, which was published in full on 29 November. | Mr Yousaf, who also suggested rail services could be taken into the public sector in the future, had previously ordered ScotRail to draw up an improvement plan, which was published in full on 29 November. |
| Figures published earlier this month showed the reliability of ScotRail trains significantly improved in the weeks after the improvement plan was published. | Figures published earlier this month showed the reliability of ScotRail trains significantly improved in the weeks after the improvement plan was published. |
| The PPM data showed 89.7% of trains arrived within five minutes of schedule in the four weeks to 7 January. | The PPM data showed 89.7% of trains arrived within five minutes of schedule in the four weeks to 7 January. |
| This was a 6% rise on the previous four weeks, and a 2.8% improvement on the same period last year. | This was a 6% rise on the previous four weeks, and a 2.8% improvement on the same period last year. |
| But ScotRail's annual performance was 90% - below the 91.3% target set in Abellio's contract for the franchise. | But ScotRail's annual performance was 90% - below the 91.3% target set in Abellio's contract for the franchise. |