Our stakeholders
The future of our business depends on good relationships with our stakeholders. We have developed many different ways to interact with key stakeholder groups and are always keen to improve the way we do this.
We review all feedback and this helps us to shape the business. Our customer and employee surveys directly influence the development of our service delivery and employee strategies. This in turn helps us continually improve our operations.
Customers
To retain our customer base and attract new customers to our services, it is essential that we manage their expectations.
Engagement methods
We constantly engage with our customers across the business. Most of this engagement takes place at local level. We engage in a number of ways including customer surveys, focus groups, 'meet the manager' sessions, customer forums and stakeholder events. In North America we regularly meet those with whom we have contracts.
Key issues
The punctuality and reliability of our services are the key issues for our UK customers, although other local issues are also raised. In North America our customers expect us to meet the performance targets in our contracts and to address any local concerns that may arise.
Responding to feedback
Issues raised through customer feedback are often unique to a particular contract or area of operation. Formal feedback sessions always involve local senior managers who are best placed to determine appropriate action. Where our own or national customer satisfaction surveys are conducted, this information is used directly by the companies or divisions involved to identify areas for improvement.
Employees
Our employees are central to the success of our business. Effective engagement is a key part of motivating our workforce to provide high levels of customer service.
Engagement methods
Ongoing communication with employees is encouraged across the business. This includes one-to-one meetings with managers, site meetings, newsletters, e-mailed news updates, communications from the Chief Executive, annual conferences and team meetings. We combine this with more formal feedback in the form of employee opinion surveys and focus groups.
Key issues
Our employee opinion surveys have identified the main issues that influence employee engagement in different parts of the business. These vary slightly for the different operating divisions. In general our employee surveys inform us on several key issues: management style, training provision, recognition of employees and communication. We are working hard to ensure we continually improve our performance in all of these areas.
Responding to feedback
The findings of our employee opinion surveys directly influence the development of our human resources strategy. We are working hard to improve all the areas identified in the previous employee surveys. In many parts of the business we have developed local action plans, which are shared with the employees of the company involved.
Government
Government at all levels is a key stakeholder as policy and regulation changes can directly affect our business. Locally, our relationships with the authorities are important in improving service delivery.
Engagement methods
In the UK we respond to consultations regarding issues relevant to our business. We are invited to participate in stakeholder sessions and have ongoing dialogue with elected representatives and officials to give feedback and influence policy direction. We maintain dialogue with the local authorities in which we operate to improve local transport services. In North America we work with local mayors and municipalities to improve transport services and environmental performance.
Key issues
The UK Government, and more recently, the United States Administration are developing policy in relation to the climate change agenda, including the role of transport. Public transport forms part of local authority transport plans.
Investors
Engagement methods
We have an open and frequent dialogue with our investors throughout the year. The Group provides regular information on a range of events and on trading through the announcement of quarterly trading updates and financial results. Investors have access to management through regular meetings.
Key issues
Investors seek a return on their investment and regularly engage with the Group on a range of issues including effective management of financial and broader CSR issues.
Community
Engagement methods
Good relationships with the local communities in which we operate are essential to the sustainable growth of our business. We engage with the community on route development and changes via the local authority, relationships with local business, customer forums and consultation. We also work actively with local community groups and charities to enhance local community programmes.
Key issues
The issues for the community are wide-ranging and we deal with them as they arise through direct engagement.
Suppliers
Engagement methods
We seek to develop strategic partnerships with our main suppliers through which we regularly review progress.
Key issues
Issues vary from contract to contract. We set targets for improvement and develop the partnership in a way that benefits both parties.