The National Passenger Survey
Here at Virgin Trains we're always happy to hear feedback on our service, whether it's something you like or somewhere you think we can improve. The National Passenger Survey (NPS), published by an independent watchdog every six months, consults over 50,000 members of the public to get feedback on every aspect of service, from the friendliness of the staff to the cleanliness of the stations. We're proud of what we have achieved for you and you can find the latest result published right here on this page.
Spring 2013 Report
Here at Virgin Trains we want to say a big thank you for your continued support, as you have once again given us outstanding feedback for our services.
The National Passenger Survey, published on 19 June 2013, shows that Virgin Trains has a whopping 92% overall satisfaction rating, making it the highest rated of all long-distance franchises
Train Facilities
The report, published by independent watchdog Passenger Focus, asked our passengers to rate us on everything from the comfort of our seats to our punctuality and reliability.
We are happy to report that you scored us above the long-distance average on every single factor relating to our train services.
Virgin Trains scored particularly highly on the speed of our trains, making your journey as swift as possible, and the friendliness of our helpful staff.
Station Facilities
We only score above the average on one factor relating to stations on our routes and we find this disappointing. We want to give you the best possible experience from the start to the finish of your journey.
We've made improvements to the stations we operate but we don’t own or operate Euston, and a huge proportion – over 60% - of our customers pass through this station at the start or end of their journeys with us.
Recently, we've the seen the impact that the completion of the Kings Cross renovation has had on passenger satisfaction. We are in discussion with Network Rail, HS2 (which will use Euston in future) and the Department for Transport about making significant changes at Euston to improve our customers' experience when using the station.
Read the National Passenger Survey Spring 2013 Main Report here.
