The independent watchdog Passenger Focus has carried out a survey of rail passenger satisfaction every six months since 1999.

The Spring 2013 results show that customers have given Virgin Trains an overall satisfaction score of 92%. Passenger Focus also looks at 32 specific aspects of customer satisfaction. Of these, it highlights five as particularly important. Virgin Trains is ahead of the average score for long distance operators on four of those key factors: value for money; punctuality/reliability; sufficient room on the train; how well delays were handled. On one key factor – overall satisfaction with the station – we lag behind the long distance average.

Looking at the detail, Virgin Trains scores above the long-distance average on every single factor relating to our train services. But we only score above the average on one factor relating to stations. We find this disappointing. 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.

St Pancras is probably the most spectacular refurbishment of a London station, but others such as Paddington have also seen significant improvements. Recently, we’ve the seen the impact that the completion of the Kings Cross has had on satisfaction scores. 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.   

Click here to view the full results in the National Passenger Survey