Virgin Trains has achieved some of the highest overall customer satisfaction scores for long-distance franchised operators in the latest survey by rail watchdog Passenger Focus.
The widely-respected National Rail Passenger Survey results saw Virgin scoring 90% on its west coast route and 91% on its east coast route. Virgin Trains has delivered consistently high scores on the west coast for a number of years and is now seeing the best autumn result on its east coast route in three years.

Stations and On-board

The £50m investment in the refurbishment of the entire east coast fleet and enhancements in customer experience were reflected in a 10% rise in scores for the upkeep and repair of trains and an 8% increase in the comfort of train seats.

Car parking facilities on the east coast also saw an 11% boost in customer satisfaction, reflecting the additional 1,000 car parking spaces that have been made available at managed stations along the route.

On west coast, the survey highlights major improvements station upkeep and facilities (+8%) and general facilities and services (+10%) and the responsiveness of station staff stayed strong (91%).

Speed, Frequency and Punctuality

Recent timetable enhancements on the east coast route, particularly at Leeds, York and Edinburgh, contributed to high scores for frequency (92%), speed (90%) and punctuality (89%). On the west coast, journey time remains a consistent strength (93%).