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Virgin Trains welcomes praise as trusted operator

By Staffordshire Newsletter  |  Posted: August 15, 2014

Virgin Trains

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VIRGIN Trains has welcomed independent research showing it to be one of the most trusted rail operators in the UK.

A report by Passenger Focus, the rail watchdog, foundVirgin Trains topped the table in three categories.

It did well in ‘Trust in Judgement’ (how customers feel about a company’s integrity and reputation), came second on ‘Trust in Relationship’ (reflecting customers’ engagement and emotional connection) and fourth on ‘Trust in Service’ (about the day to day running of the company) out of 21 train companies examined.

Phil Whittingham, Virgin Trains’ lead executive, welcomed the survey results, adding: “For us, operating a train company is about much more than getting passengers from A to B. It is about ensuring they have the best possible customer experience, are well looked after and get all the information they need.

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“As part of this, we’ve used technology to drive new ways of communicating with passengers, building by far the biggest Twitter following of any UK train operator.

“But most of all, these results come from the great work our people do in building relationships with customers, exceeding their expectations of customer care day-in and day-out.”

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