How we sustain advantage

• Zero responsible fatalities
• An annual reduction in FWI/ million miles
• The leading safety credential in each market

To be the safest, we will continue to invest in leading edge technology and management systems to ensure we have the industry’s:

• Best trained drivers /span>
• Closest monitoring (with continuous updating)of driver and mechanic standards
• Most sophisticated safety technology on our vehicles

We will provide assurance through independent audit of our safety performance. We will maintain our industry-leading Driving Out Harm and Target Zero safety campaigns. .

To deliver our ambition we target:

• Zero responsible failures
• 100% on-time performance
• The highest excellence credential in each country

To become the trusted leader for excellent service, we will target:

• No vacancies in driver or technician positions in every busines
• 100% vehicle availability to perform service
• 100% of vehicles at first timing point on time

We will constantly review our timetables (our promise to our customer) to ensure that it delivers service excellence and efficiency.

We will adopt innovative  technologies where they enhance excellence and efficiency and make our services easier to access.

To deliver our ambition we target:

• Industry-leading customer scores in: net promoter (or equivalent); value for money; and reliability
• Growing organic patronage or customers in every division
• The industry’s best and easiest to integrate customer platforms

To secure customer trust, we will:

• Relentlessly focus on operational excellence and innovation to consistently deliver easy to access services that customers value
• Offer multi-modal solutions to the transport needs of individual customers or challenges of authorities
• Pursue a stakeholder-led strategy in all of our markets, seeking trusted partner status
• Provide industry-leading information, whether travel options or service performance data to customers; and by quickly fixing things when services go wrong

To deliver our ambition we target:

• Industry leadership on the shift to zero emission vehicles
• 1% of PBT spent on community activities every year
• Stakeholder surveys demonstrating high trust scores

To be seen as the place to work, we will:

• Maintain our leadership on the real Living Wage and our Group commitment to pay 10% above national minimum wages
• Continue to invest in and champion our Master Driver and Master Technician programmes and NX network for our high potential employees
• Form university partnerships in each division, to help recruit the best talent and identify new sources of innovation
• Target year-on-year  reduction in regretted losses
• Drive equality policies  through a Group Diversity & Inclusion Council

To deliver our ambition we target:

• Industry leadership on the shift to zero emission vehicles
• 1% of PBT spent on community activities every year
• Stakeholder surveys demonstrating high trust scores

To be the greenest operator and most trusted partner, we will:

• Never buy a diesel bus again in the UK, with an ambition for UK bus to be zero emissions by 2030 and coach by 2035
• Review and roll out similar ambitions across the Group
• Set our environmental targets through the IPCC’s Sectoral Decarbonisation Approach
• Link 25% of the Group’s LTIP award to environmental targets
• Maintain the National Express Foundation and major charity programme (e.g. The Princes Trust in the UK) in each division
• Ensure work experience and staff volunteering policies with targets in each division; a charitable partner at every major depot