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Virgin Trains East Coast satisfaction data

Note: Virgin Trains East Coast took over the franchise in March 2015, previously 'East Coast'.

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Virgin Trains East Coast.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 92% 86% 91% 91% 90% 94% 89% 88% 91% 91%
How satisfied were passengers with train punctuality and reliability? 89% 83% 89% 84% 88% 92% 86% 87% 89% 86%
How good was the cleanliness of the inside of the trains? 85% 85% 86% 84% 85% 88% 83% 84% 84% 89%
How satisfied were passengers with the value for money of the price of their ticket? 58% 56% 62% 60% 64% 63% 59% 61% 61% 60%

To access more detailed data on each satisfaction measure, choose a question:

Virgin Trains East Coast complaints data

Note: Virgin Trains East Coast took over the franchise in March 2015, previously 'East Coast'.

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 227 complaint appeals in 2016 about Virgin Trains East Coast.

Using this graph you can explore the appeals to Virgin Trains East Coast.

Top five reasons for complaint appeals in 2016

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 139 249 423 242 253 157 141 156 69
Train service performance 81 84 220 88 97 65 90 96 29
Quality on train 99 53 107 111 87 56 42 50 19
Fares, retailing and refunds 379 419 520 301 150 118 88 35 18
Penalty fares/unpaid fares notice/prosecution 0 0 0 178 93 100 58 28 10

Complaint appeals relating to:

Complaints handling 156 This is up 11% on the previous year
Train service performance 96 This is up 7% on the previous year
Quality on train 50 This is up 19% on the previous year
Fares, retailing and refunds 35 This is down 60% on the previous year
Penalty fares/unpaid fares notice/prosecution 28 This is down 52% on the previous year