Virgin Trains’ decision to base its investment priorities on customer research – Passenger Focus response

19 September 2014

Responding to Virgin Trains’ decision to base its investment priorities on customer research, David Sidebottom, Passenger Focus director, said:

“This is excellent news for passengers. We have been urging train companies for many years to put the views of passengers at the heart of their decision-making, so we’re pleased that Virgin Trains has done exactly that. Our latest independent rail passenger survey found that 90 per cent of Virgin Trains passengers were satisfied overall. This new investment will focus energy and resources on delivering what passengers want and it should lead to even higher passenger satisfaction in the future.”