Virgin Trains: 'Customers Love Our Trains and Staff - Now it's Euston's Turn for a Makeover'

LONDON, June 19, 2013 /PRNewswire/ --

The independent National Passenger Survey results released today (19 June) once again show Virgin Trains outperforming other long-distance franchises, with an overall satisfaction score of 92%. But the figures also reveal how Euston station (managed and owned by Network Rail), in desperate need of an upgrade, is dragging down customer satisfaction. Following the dramatic upgrades to other London terminals, Virgin Trains is now pressing for action to improve Euston.  

Virgin Trains, the West Coast operator, scores above the average for long-distance operators on every single factor relating to its train services. But it exceeds the average on only one factor relating to stations. With over 60% of its passengers using Euston, the company now wants action to improve the experience of its customers passing through the station. It is in discussion with Network Rail, HS2 (which will also use the station in future) and the Department for Transport about making significant changes.

Commenting on the results, Tony Collins, Virgin Trains Chief Executive Officer, said:

"Once again our customers have applauded the service we provide, and I thank them for that. We're pleased to have the highest satisfaction rating of any long-distance franchise. But when I look closely at the figures I'm worried because customers' experience of using our trains is not matched by their experience of using the stations we serve.

"We have made improvements at stations we operate, but a huge proportion of our customers use Euston, and it's now time to improve the environment at the station. We've seen the dramatic effect on satisfaction scores that the upgrade at King's Cross has had recently. We want some of that for our customers too - and they can't wait till a new HS2 station is built."  

Notes for editors

Virgin Trains serves 41 stations, all owned by Network Rail. Of these Virgin Trains manages 17 small and medium-sized stations. Major stations it serves are managed by Network Rail: Birmingham New Street, Glasgow Central, Edinburgh Waverley, Liverpool Lime Street, London Euston, Manchester Piccadilly.

The National Passenger Survey is published twice a year by independent watchdog Passenger Focus. Full results can be viewed here:

http://www.passengerfocus.org.uk/research/national-passenger-survey-introduction

    Passenger Focus, National Passenger Survey, Spring 2013 results

                                        Virgin Trains
                                        ahead of the    Long-
                                        long-distance   distance   Virgin
                                        average?        average    Trains

    Overall satisfaction                       Y            87         92
    Overall train satisfaction                 Y            86         93
    Overall station satisfaction               N            81         79

    Train - the frequency of trains on
    the route                                  Y            85         90
    Train - punctuality and reliability        Y            83         87
    Train - journey time (speed)               Y            89         93
    Train - connections with other
    train services                             Y            80         87
    Train - value for money for price
    of ticket                                  Y            54         61
    Train - upkeep and repair                  Y            85         91
    Train - provision of information
    during journey                             Y            80         88
    Train - helpfulness and attitude of
    on train staff                             Y            81         84
    Train - space for luggage                  Y            58         62
    Train - toilet facilities                  Y            52         60
    Train - room for passengers                Y            74         83
    Train - comfort of seating area            Y            81         86
    Train - ease of getting on and off         Y            85         91
    Train - personal security while on
    board                                      Y            86         89
    Train - cleanliness of the inside          Y            84         90
    Train - cleanliness of the outside         Y            78         87
    Train - availability of staff              Y            67         71
    Train - how well train company
    dealt with delays                          Y            57         64

    Station - ticket buying facilities         N            83         83
    Station - provision of information
    on train times                             N            87         87
    Station - upkeep and repair of
    buildings                                  N            75         72
    Station - cleanliness                      N            79         75
    Station - facilities and services          N            68         67
    Station - attitudes and helpfulness
    of staff                                   N            78         77
    Station - connections with other
    public transport                           Y            78         84
    Station - facilities for car
    parking                                    N            57         51
    Station - the overall environment          N            73         70
    Station - personal security whilst
    using station                              N            76         74
    Station - the availability of staff        N            66         63
    Station - provision of shelter
    facilities                                 N            69         69
    Station - availability of seating          N            50         43
    Station - how requests to staff
    were handled                               N            89         88