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<p>Passenger satisfaction is an absolute priority for the Department. We have introduced
new measures on compensation, an independent rail ombudsman and commissioned an independent
root and branch review of the railway. A £48 billion investment will help to modernise
the network and deliver significant improvements in performance, punctuality and increase
capacity of trains across the country.</p><p> </p><p>We have also made significant
improvements to our franchise incentives to ensure operators deliver a consistently
high-quality experience for passengers, by including challenging customer satisfaction
targets in Franchise Agreements which require operators to deliver increases in satisfaction
across a range of key measures.</p><p> </p>
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