Customer & Revenue Growth
Making rail the easy choice you can trust every time
Within GBRTT, Customer & Revenue Growth are the people who champion the customer and grow revenue through modal shift and market growth across the passenger and freight sector. We are committed to collaborating with and enabling others as well as providing industry leadership.
Making services easier to access and use
We are working on improving customer experience for everyone in Great Britain using insight, customer centric design, consistency of service and improved accessibility through inclusive design.
Delivering better, faster, stronger freight services
The team is supporting partners across the industry to deliver better, faster, stronger freight services to support Britain’s economy and the decarbonisation of transport and supply chains.
In December 2023, the Department for Transport announced a long-term rail freight growth target of 75% growth in net freight tonne kilometres by 2050.
As one Railfreight team, GBRTT and Network Rail are focused on working with operators and the wider industry to deliver rail freight growth and opportunities for market development, embedding it into industry decision making and long-term strategic planning.
A single plan for increasing customer satisfaction and sustainable revenue growth
Our teams have worked with industry experts to develop a framework of priorities to drive cross industry revenue growth over the next three years. Together, we provide powerful customer and commercial analysis and insight to support decision making that will increase passenger revenue and grow our markets.
We are working across the industry to promote rail through the national marketing campaign, this collective effort has already driven millions of incremental journeys and tactical initiatives such as the Great British Rail Sale, which co-ordinated a national seat sale across train operators to offer discounted rail fares to our customers across Great Britain.
GBRTT is sponsoring the Railway 200 programme. In 2025, Railway 200 will mark the 200th anniversary of the modern railway with nationwide celebrations.
Striving to enable convenient, reliable services that meet expectations before, during and after you travel
To help us better deliver customer service improvements across the industry, we are taking a customer-led approach. We are working right across the rail industry to improve customer insight, providing a single language on customer experience with the ability to measure that experience in a reliable and consistent manner across all passenger service and facility operators.
Together with Rail Delivery Group and other partners like Transport Focus, we will deliver a new Customer Experience Survey, replacing existing research like Wavelength and the National Rail Passenger Survey.
Listening to our customers
In March 2023, we launched a national Customer Community made up of a diverse group of UK rail customers, in collaboration with Transport Focus. They provide an objective and strong customer voice through the creation and validation of the work we will deliver with our industry partners.
To date, these customers have helped us to create strategies and designs including development of national Customer Experience standards that will provide a consistently good level of service during disruption.