Virgin Trains has once again been given top marks by its customers, with the highest satisfaction ratings ever achieved in the National Passenger Survey by a long-distance rail franchise operator. The rail watchdog Passenger Focus carries out large-scale independent research across the industry twice a year. Virgin Trains has earned the highest overall satisfaction rating ever achieved by a long-distance franchise since the Survey began in 1999, with 91% of passengers ‘satisfied’ or ‘very satisfied’ with the service they received. This is the sixth successive survey in which Virgin Trains has been ranked top of long-distance franchised operators.
Virgin Trains’ Chief Executive Officer, Tony Collins said: “These results are a gold medal for Virgin Trains’ staff. We recently carried record numbers of customers, with more than 30million people travelling with us last year, double the number of six years ago. More and more people are choosing to travel with us because of our fast and frequent trains and the excellent customer service provided by our staff. We now need to put our best foot forward for the Olympics and these results show we are up for the challenge.’
Virgin Trains also achieved the highest ratings ever achieved by long-distance rail franchise operators on the following individual aspects of service: speed of journey, connections with other train services, room for passengers, ease of getting on and off our trains, and personal security while on board.