Advice for Businesses

Building the 3 Rs of your business

Improving the accessibility of your business is not only the right thing to do, it also makes strong commercial sense.

By making it easier for customers with access needs to use your facilities and services, you can enhance their experience and strengthen three key areas of your business: revenue, resilience and reputation.

Build your revenue through accessibility

Accessible tourism is a significant and growing market in the UK.

Tourists and travellers with access needs, along with the people they travel with, spend more than £15 billion each year on trips in England. According to VisitEngland:

• £11.6 billion is spent annually on domestic day trips
• £3.2 billion is spent on domestic overnight trips
• £0.5 billion is spent by international visitors
• Total annual spend reaches £15.3 billion

Trips taken by people with access needs, or groups that include someone with access needs, account for around 20 percent of the total value of domestic travel in England.

This market is set to grow further. The UK’s ageing population means more customers will require accessible services in the future. Businesses that understand and respond to these needs will be well placed to benefit.

The UK Government’s Tourism Sector Deal also set out ambitions to make the UK the most accessible tourism destination in Europe and to increase international visitors with impairments. This creates further opportunity for businesses that prioritise accessibility.

Build your resilience with inclusive services

Accessibility can help create a more stable and sustainable business.

Customers with access needs are often highly loyal. When they have a positive experience, they are more likely to return. Research from Euan’s Guide Access Survey found that 86 percent of people with access needs, along with their families and friends, would revisit a venue that offers good accessibility.

These customers also tend to stay longer and spend more during their visits. Many travel with companions, meaning that one accessible booking can result in a larger group booking.

In addition, customers with access needs often choose to travel outside peak periods. This can help businesses extend their trading season and maintain income throughout the year.

Build your reputation through better accessibility

Accessibility is supported by legal requirements, including the Equality Act 2010, which requires businesses to make reasonable adjustments for people with access needs.

However, accessibility should not be seen as a box-ticking exercise. Taking a positive approach and going beyond minimum requirements can improve the experience for all customers.

Businesses that deliver inclusive and welcoming experiences benefit from positive word of mouth. According to Euan’s Guide Access Survey, 80 percent of people with access needs who have a good experience will share it with others.

A strong reputation for accessibility can help attract new customers, build trust and strengthen your brand.

Accessibility makes good business sense

Accessible tourism is a valuable and growing market that can increase your revenue.

Customers who stay longer, spend more and return regularly can improve your resilience.

Delivering inclusive experiences and positive service can strengthen your reputation.

By focusing on accessibility, you are not only supporting your customers, you are also building a stronger, more sustainable business.