We recognise the importance of understanding and responding to the needs and expectations of our customers. To do this we need to listen and, in listening, to think of ourselves as part of a whole journey. The whole rail supply chain needs to gain a deeper understanding of how rail fits into overall needs to travel and move goods. Across the industry, we will continue to talk to customers, to understand the trade-offs between different expectations, such as price and comfort, and to draw the balance that they expect.