Virgin Trains maintains unbeaten record for customer satisfaction

The National Passenger Survey results released today (21 January) show Virgin Trains performing well, with an overall satisfaction score of 91%. This score means the company has remained unbeaten over nine successive surveys in the long-distance franchise category. 

But the detailed figures in the survey emphasise that action is needed to improve the experience at the stations served by Virgin Trains.

Virgin Trains, which operates the West Coast franchise, scores above the average for long-distance franchises on every single factor relating to its train services. But it scores above average on only a couple of factors relating to stations.

Phil Whittingham, Virgin Trains’ Lead Executive said:

“ I am very pleased that our customers have once again given a thumbs-up to their experience of travelling with Virgin Trains. Fast and frequent trains complemented by the excellent customer service delivered by our on-board and stations staff are key to these results.

"But when I look at the figures I can see that while Virgin Trains tops the table of long-distance franchises for ‘Overall satisfaction with the train’, our customers place us at the bottom of the table for ‘Overall satisfaction with station’.

"We want our customers to have a great experience throughout their journey, and there is some good news on stations.  One of the biggest stations we serve - Birmingham New Street  - is half-way through a major transformation. At the other end of the spectrum, one of the smallest stations we serve – Penrith - will soon have a refurbished ticket hall. I hope that these and other planned improvements will move our station satisfaction scores closer to the excellent scores our customers give for their on-board experience.”