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We are focused on providing services that have innovation, ease, convenience, and sustainability at their core, to help more people than ever to join us in travelling on our bus and rail services and taking cars off the road.
A business imperative
Our goal is to encourage modal shift and make journeys for
our more convenient, accessible, affordable and sustainable. Our customers’ requirements are complex and constantly
evolving, so listening and identifying future needs and being able to respond
quickly is critical. Our teams use a variety of methods to engage with
customers, assessing satisfaction and gathering feedback. The Board receives
regular updates on matters relating to customers, including the results of
customer surveys, and information and trends relating to customer satisfaction
and feedback.
Our goals and commitments
| Our aims |
Our commitments |
 Enabling the shift
Helping more people to use rail and bus services, increasing ridership and leading to fewer car journeys being made
|
- To provide easy and convenient mobility, encouraging the switch from private car journeys to our mobility solutions
- To promote and proudly champion the social, environmental and economic benefits of the services we offer
- To support accessibility and inclusion, and to integrate the needs of vulnerable people into our decision-making to deliver safe and inclusive mobility solutions and practices
- To stimulate a culture of innovation, embracing new technologies and ways of working to deliver easy and convenient mobility solutions in a low-carbon economy
- To scale up innovations rapidly to harness the opportunities of the low-carbon economy
- To continue building collaborative relationships to support new research and development, access new technologies and accelerate the adoption of innovative approaches
- To advocate for sustainable urban planning and transport infrastructure decisions to help reduce congestion, enhance customer experience and decrease journey times
- To continue working with government, elected officials and policymakers, and our professional associations, to advocate for innovation and investment in sustainable mobility
|
 Driving innovation
Embracing new technologies and ways of working to deliver easy, convenient and sustainable mobility solutions for our customers
|
 Using our influence
Collaborating and partnering with stakeholders to shape the sustainable communities of the future
|
Supporting our customers
Our customers’ requirements are complex and constantly
evolving, so our teams use a variety of methods to engage with
customers, assessing satisfaction and gathering feedback.
Enabling the shift
Switching to public transport is vitally important for achieving lower emissions, it also promotes social
inclusion, acting as a leveller for access to education, jobs and health
facilities, reducing congestion and supporting social mobility and cohesion.
Accessibility
We are committed
to making our services accessible and we make every effort to support customers
with disabilities or restricted mobility.
Affordability
We recognise
that access to public transport services is often fundamental to such
customers’ independence so we are committed to ensuring that prices are fair and affordable, and provide a selection of discounts and rewards.
Driving innovation
To encourage
more people to use bus and rail services, we continue to invest in innovations
to improve customer service, delivering more convenience, smarter ticketing, better real-time information and improved onboard
amenities.
Using our influence
Our goals are
to advocate for innovation and investment in sustainable mobility, and to make
the case for sustainable transport infrastructure decisions that help reduce
congestion, enhance customer experience and decrease journey times.
Discover
other ways we are supporting our customers
Avanti
West Coast
First Bus
Great
Western Railway
Hull Trains
Lumo
South Western Railway