Scotrail key statistics - Table 2.10
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
Due to changes in this franchise, comparisons with earlier years for some metrics should be treated with caution.
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
4,392
346
78.3
2,641.8
42.2
3,065.8
2011-12
4,585
346
81.1
2,681.6
44.4
3,065.8
2012-13
4,741
347
83.3
2,712.8
45.4
3,065.8
2013-14
4,845
347
86.3
2,827.5
46.1
3,065.8
2014-15
4,966
347
92.7
3,020.7
47.3
3,065.8
2015-16¹
4,874
355
93.8
2,881.9
46.7
3,120.5
2016-17
4,907
356
94.2
2,841.6
46.9
3,120.5
2017-18
4,820
356
97.8
2,959.0
47.4
3,120.5
Source: Network Rail, train operating companies and LENNON
Punctuality²
Complaints¹
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
94.5%
97.6%
0.1%
1.2%
182,820
2010-11 Quarter 2
94.5%
97.8%
0.1%
1.1%
185,483
2010-11 Quarter 3
81.5%
90.2%
0.8%
4.7%
169,256
2010-11 Quarter 4
89.0%
95.0%
0.2%
2.6%
177,432
2011-12 Quarter 1
91.9%
96.1%
0.2%
2.4%
180,793
2011-12 Quarter 2
91.5%
96.4%
0.1%
2.0%
181,536
2011-12 Quarter 3
86.7%
93.6%
0.2%
3.8%
177,399
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
24.0
:
:
99.9 %
2010-11 Quarter 2
22.1
:
:
99.8 %
2010-11 Quarter 3
32.1
:
:
94.9 %
2010-11 Quarter 4
65.0
:
:
59.3 %
2011-12 Quarter 1
41.0
:
:
94.4 %
2011-12 Quarter 2
38.0
:
:
99.0 %
2011-12 Quarter 3
41.2
:
:
99.8 %

2011-12 Quarter 4
92.5%
96.7%
0.1%
1.9%
179,482
2012-13 Quarter 1
94.4%
97.5%
0.1%
1.5%
181,161
2012-13 Quarter 2
94.4%
97.7%
0.1%
1.2%
183,243
2012-13 Quarter 3
90.3%
96.7%
0.1%
1.4%
177,864
2012-13 Quarter 4
92.7%
97.3%
0.1%
1.4%
183,329
2013-14 Quarter 1
92.7%
96.9%
0.1%
1.7%
189,403
2013-14 Quarter 2
91.7%
96.5%
0.2%
1.9%
190,165
2013-14 Quarter 3
87.3%
94.9%
0.2%
2.6%
181,628
2013-14 Quarter 4
93.8%
97.4%
0.1%
1.5%
183,200
2014-15 Quarter 1
94.5%
97.6%
0.1%
1.4%
188,512
2014-15 Quarter 2
90.2%
95.7%
0.2%
2.1%
191,773
2014-15 Quarter 3
87.3%
95.0%
0.2%
2.5%
182,936
2014-15 Quarter 4
89.8%
95.2%
0.2%
3.1%
186,480
2015-16 Quarter 1
93.9%
97.3%
0.1%
1.8%
189,378
2015-16 Quarter 2
92.1%
96.7%
0.1%
2.0%
191,321
2015-16 Quarter 3
85.5%
94.1%
0.2%
3.0%
185,915
2015-16 Quarter 4
90.8%
96.2%
0.1%
2.2%
185,666
2016-17 Quarter 1
91.9%
96.5%
0.1%
2.2%
179,707
2016-17 Quarter 2
90.2%
96.0%
0.1%
2.4%
186,635
2016-17 Quarter 3
86.8%
94.8%
0.1%
3.0%
189,887
2016-17 Quarter 4
92.5%
97.0%
0.1%
2.0%
189,182
2017-18 Quarter 1
92.5%
96.6%
0.1%
2.3%
192,365
2017-18 Quarter 2
92.6%
96.7%
0.1%
2.1%
195,336
2017-18 Quarter 3
84.1%
93.1%
0.2%
4.1%
188,528
2017-18 Quarter 4
88.5%
94.3%
0.2%
3.9%
182,543
2011-12 Quarter 4
41.7
:
:
90.6 %
2012-13 Quarter 1
30.3
:
:
99.6 %
2012-13 Quarter 2
29.9
:
:
99.2 %
2012-13 Quarter 3
33.4
:
:
93.0 %
2012-13 Quarter 4
32.7
:
:
97.4 %
2013-14 Quarter 1
22.7
:
:
99.1 %
2013-14 Quarter 2
28.1
:
:
88.1 %
2013-14 Quarter 3
23.0
:
:
76.4 %
2013-14 Quarter 4
26.9
:
:
60.6 %
2014-15 Quarter 1
19.3
:
:
98.6 %
2014-15 Quarter 2
20.2
:
:
57.6 %
2014-15 Quarter 3
29.0
:
:
76.6 %
2014-15 Quarter 4
25.5
:
:
99.7 %
2015-16 Quarter 1
21.9
97.3 %
99.4 %
100.0 %
2015-16 Quarter 2
22.6
62.8 %
75.6 %
98.7 %
2015-16 Quarter 3
29.9
61.3 %
74.4 %
87.0 %
2015-16 Quarter 4
30.3
87.3 %
96.0 %
99.8 %
2016-17 Quarter 1
23.7
96.3 %
98.6 %
99.8 %
2016-17 Quarter 2
25.5
74.6 %
92.2 %
99.1 %
2016-17 Quarter 3
24.1
85.0 %
92.8 %
97.5 %
2016-17 Quarter 4
22.9
97.1 %
98.7 %
99.8 %
2017-18 Quarter 1
24.0
98.0 %
99.6 %
99.9 %
2017-18 Quarter 2
29.3
99.0 %
99.8 %
100.0 %
2017-18 Quarter 3
30.6
69.2 %
87.9 %
99.8 %
2017-18 Quarter 4
30.3
79.1 %
90.8 %
99.4 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
90.1%
95.3%
0.3%
2.4%
714,991
2011-12
90.7%
95.7%
0.2%
2.5%
719,210
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
35.8
:
:
80.4%
2011-12
40.5
:
:
98.5%

2012-13
93.0%
97.3%
0.1%
1.4%
725,597
2013-14
91.4%
96.4%
0.1%
1.9%
744,397
2014-15
90.5%
95.9%
0.1%
2.3%
749,701
2015-16
90.6%
96.1%
0.1%
2.2%
752,280
2016-17
90.3%
96.1%
0.1%
2.4%
745,411
2017-18
89.5%
95.2%
0.1%
3.1%
758,772
2012-13
31.6
:
:
97.1%
2013-14
25.1
:
:
80.4%
2014-15
23.7
:
:
83.0%
2015-16
26.3
75.9%
85.6%
95.6%
2016-17
24.0
87.8%
95.4%
99.0%
2017-18
28.6
85.2%
94.1%
99.8%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
¹ At the beginning of 2015-16, the ScotRail franchise transferred from FirstGroup to Abellio. At the same time the sleeper services which had been operated as part of ScotRail transferred to a separate franchise known as Caledonian Sleeper. Therefore the 2015-16 data for these operators are not fully comparable with data from previous years.

² The historical data for this measure has not been updated to reflect the changes to the franchise so the 2016-17 Q4 statistics for this franchise are not wholly comparable with data from previous quarters.
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/