Corporate Responsibility

In 2007 we brought all of our UK operations together under a single UK business. The integration process has allowed us to put an even greater focus on understanding our customer and responding to their needs. Our operations now function under a single website and we are looking at ways to make the journey as seamless as possible.

We are committed to continuous improvement across all of our business and track our performance through a series of key performance indicators and using independent, industry, and in-house monitoring.

We are delighted that in 2007 we had two of the top three performing train operating companies in the National Passenger Survey, with Gatwick Express holding the top spot for the third year running with 94 per cent for overall satisfaction and c2c in third place with 89 per cent. We also saw improved performance in our bus business, with increased customer satisfaction scores of 62.3%.