83 people wrote to complain about lack of punctuality and other problems on Scotrail services. Out of context, I suppose it seems quite a lot but there were 97.8 million passenger journeys in 2018. Even if we generously estimate the total number of passengers to around that figure divided by 300 (everyone on the train 300 days a year), we still have around 326 000 passengers.
If only 83 of them were mad (angry) enough to write to the PM after a highly publicised invitation and media campaign to demonise Scotrail, that’s a miserable 0.025%!
Most people who are content with a service will never write-in to say so. If they did, might they say this kind of thing?
‘99.75% of passengers content or very happy with Scotrail services!’