Virgin Trains’ customers have given Virgin Trains its highest ever score in the most recent national survey of rail passenger satisfaction.
The rail watchdog Passenger Focus carries out large-scale independent research across the industry twice a year, and today released the results of its Autumn 2012 survey. 92% of Virgin Trains’ customers rated their overall experience as ‘satisfactory’ or ‘good’. This is the highest overall satisfaction rating achieved by a long-distance franchise since research began in 1999. Maintaining its long run of success, Virgin Trains’ score beats the company’s own record-breaking satisfaction score of 91% achieved in the Spring 2012 survey.
As well as rating their overall experience, customers also rate individual aspects of service. Among a number of high scores, Virgin Trains has again achieved the highest rating of any long-distance franchise when passengers were quizzed on the speed of their journey. The 94% satisfaction score means Virgin Trains has outpaced other long-distance rail franchise operators for speed over eight successive surveys.
Virgin Trains’ Chief Executive Officer, Tony Collins said:
“Our customers have given a clear message to anyone who hasn’t travelled on the West Coast mainline for a while: our services are fast and our staff are fantastic. We’re grateful to our customers for recognising us in this way. If you’re not yet one of our customers - come and give us a try.
We know we’re not perfect and there are clear areas where we need to improve. Our station scores remain above most other train operators but below our usual high standards and I am determined to bring these scores up to those we achieve in other aspects of our service.
The weaker scores relate to the condition and facilities of some stations and we are about to make some changes at several stations, which will be visible to customers in the next few months. We are also in discussion with the Department for Transport about more major work that could be carried out at a few stations, which would bring lasting improvements for customers.”