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30/06/2009

Good, but not yet good enough, says Virgin Trains

Virgin Trains today welcomed news that more and more customers are satisfied with their journeys, but admitted “Our performance is not good enough yet”.

Latest figures from the National Passenger Survey for Spring 2009 show that Virgin Trains has increased to 86per cent the overall satisfaction score from its customers, from 85per cent in 2008.

In 16 out of 18 ‘train factors’ categories, customers marked Virgin Trains above the average for long distance operators. Virgin Trains saw a huge rise in satisfaction on the amount of room on-board and scheduled journey times, following the introduction of a new timetable this year with 30per cent more trains.(see notes)