03.07.09
Virgin Trains dissatisfied despite performance improvements
Reacting to the results of the National Passenger Survey, Virgin Trains have said that although they are happy to see an improvement in their customer satisfaction results- up 1 per cent on last year -they still have still got a lot of work to do to improve service levels
The group received good results in many areas, being marked above average in 16 out of the 18 areas which were tested.
Despite this good performance, Virgin Trains were marked as being below average in regards to punctuality, especially in regards to the hotly disputed West Coast Mainline route which has been the source of many arguments between Virgin Trains and Network Rail.
Tony Collins, Virgin Trains Chief Executive, said: “We are very pleased that so many customers have voiced greater satisfaction over many areas of our business, such as value for money, room on board and the amount of luggage space, and quality of toilet facilities. And the overall satisfaction score is a great tribute to our staff.
“But punctuality is fundamental, and we have not delivered that in recent months because of the continuing track problems. We have made clear to Network Rail that this needs to improve and we are pleased that the Office of Rail Regulation last week published a plan of work for Network Rail to improve the quality of infrastructure.
“Only when those improvements are in place will we at Virgin Trains share the growing satisfaction of our customers.”
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