Customers

Our Vision is to to earn the lifetime loyalty of customers by putting them at the heart of our business. In short: nobody will try harder for our customers than we do.

Our services are key to the well-being of the individuals and communities we serve. In the UK and Spain around a quarter of households do not have access to a car. The lives of these people would be adversely impacted if our services did not exist.

We are committed to making our services ever more attractive, to ensure that more people use them and enjoy greater value for money. Our starting point is operational excellence: the better our services are, the stronger our business and the greater the benefits for our customers. Indeed, we believe the switch from private to public modes of transport, and to low carbon from high carbon modes such as car or air travel, benefits everyone.

We are also very interested in the role new technology, including social media, could play in improving our services.

We also want to be different by giving our customers the best possible experience wherever and whenever they come into conatct with us around the world. The way we behave can make a huge difference to the way our customers think of us. To help us deliver that behaviour consistently across the Group we are introducing five 'Customer Service Golden Rules'.