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Only half of ScotRail travellers 'get value'

JUST half of ScotRail passengers are satisfied they get value for money for the price of their ticket, according to a survey.

The company's 52% satisfaction rating on the issue is down 6% on the previous year but is five points higher than the UK average.

The National Passenger Survey also recorded satisfaction levels of less than 50% with car parking, train toilets and how well ScotRail handles delays.

Overall, nine out of 10 ScotRail passengers are satisfied with their train services, the survey suggests, which the firm said is equal to its highest-ever rating.

Its 90% satisfaction level, up 1% on last year, surpassed the UK average of 85%.

ScotRail said it is rated more highly than the average for UK train operators in 30 of the 36 categories, including the attitude and helpfulness of staff, punctuality and reliability, and ticket buying facilities.

But when asked about value for money on tickets, just 52% rate it satisfactory or good and 29% rate it dissatisfactory or poor.

ScotRail's managing director, Steve Montgomery, voiced disappointment at the value-for-money score.

The company pointed to innovations such as passengers getting free wi-fi on trains between most cities by the end of 2013.

The autumn 2012 survey was published by Passenger Focus, an independent consumer watchdog for Britain's rail users.

Welcomed the stronger ratings, Mr Montgomery said: "ScotRail has maintained a high level of public confidence in our services. The positive result on overall customer satisfaction is particularly encouraging."

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