How we are performing
c2c are committed to providing you with important and up-to-date information regarding performance. The Government's official measure of rail industry punctuality is the Public Performance Measure (PPM), which calculates the number of trains that arrive within five minutes of schedule. We also publish additional information on our Right Time performance, which measures all trains that arrive within 59 seconds of schedule.
|Performance measure||Services||Within 1 minute (Right Time)||Within 5 minutes (PPM)|
|4 Weeks Ending||Within 1 minute (Right Time)||Within 5 minutes (PPM)|
|Period||Annual Average||Period||Annual Average|
|07 January 2017||78.1%||72.3%||96.1%||94.7%|
|10 December 2016||64.7%||71.9%||90.6%||94.6%|
|12 November 2016||62.0%||72.9%||93.3%||95.0%|
|15 October 2016||62.0%||74.3%||89.6%||95.3%|
|17 September 2016||73.0%||76.1%||95.2%||95.8%|
Within 1 minute = Right Time performance measures the percentage of trains arriving at their terminating station early or within 59 seconds of schedule.
Within 5 minutes = The Public Performance Measure is the official measure of rail punctuality used by the Department for Transport. It shows the proportion of all our services that arrive within five minutes of scheduled time, having stopped at all their booked stops, seven days a week.
Delays and keeping you informed
At c2c we pride ourselves with delivering to you the most up-to-date and important information for your journey.
We do this in several ways; from announcements on station, Twitter, the c2c Live App, the Journey Checker system and service alterations pages. With services we want to keep you on track for whatever journey you’re taking.
Find out instantly what delays may be effecting your journey by using our Journey Checker system, c2c Live app or our alert bar on our website. Journey Checker
For more information on delays and why delays occur please go to the National Rail Delays Explained page, which shows a full and comprehensive list of issues which may delay your journey. Delays Explained
How we manage disruption
The rail industry has produced a Code of Practice which sets out guidance and good practice in providing information to customers during times of disruption.
c2c make use of this as a framework for delivering timely, correct and consistent information to you during major disruption and delays to help you make well-informed travel decisions. You can read about our approach in our Local Delivery Plan for Providing Information During Disruption
How customers rate our performance
Transport Focus, the independent passenger watchdog, carry out the official survey of all rail passengers twice a year called the National Rail Passenger Survey. You can find out more on their website.
These are our scores for overall journey satisfaction and we're performing against the region average:
|NRPS Wave||c2c Score||London and South East Average|
This is how we're performing against benchmarks set at the beginning of the new franchise:
|How we're performing vs. Benchmark||Benchmark||2016/2017 Score|
View c2c's latest National Rail Passengers Survey
Find out more about Transport Focus by visiting their website.
You can also view the results of our recent Customer Satisfaction Survey.
We use our Service Quality Management System (SQMS) to conduct regular inspections across all areas of our customer service delivery. The scores from the most recent service quality inspections undertaken in the four week period ending on 29 December are: On Train 97%, Stations 81%.
How we deal with complaints
Our Customer Relations team review all feedback from our passengers constantly and every month we review this feedback with the senior managers and directors to make sure that we are improving our service.
As well as collected feedback from our passengers on the telephone, email and Twitter we also meet our Passengers Panel regularly through the year. More details can be found on our Passenger Panel page.
Every train operator is monitored by the Office of Rail and Road, and from this independent data we have created a table of complaints by quarter (every three months of the year) for you to view.
|Quarter/Period||Complaints per 100,000 passenger journeys|
|Q3 2015 - 2016||30.8|
|Q4 2015 - 2016||39.8|
|Q1 2016 - 2017||29.7|
|Q2 2016 - 2017||31.5|
Find out how we are doing against other train operators through the ORR Data Portal (The Office of Rail and Road website).
To make sure we can help you once you’re at your departure station please check our Station opening times. Station information
How busy are the trains?
To help you find out which carriages have more space on each train we have added information using recent carriage loading data. We will refresh this data regularly to keep it up to date.
Engineering work is normally planned 18 months in advance with Network Rail. Our Train Planning team then have to write timetables for trains and buses to use the parts of the line that are open. Timetables are normally published 3 months in advance of the date of travel. Planned engineering and improvement works are listed on our service alterations page, located under Travel Information on our website. Service Alterations
Future Plans for your service
Every year we publish a report that details what's been happening with your rail service over the past year. It also includes our plans for the coming year and how we're performing against targets for all aspects of our service. Read our Customer Report for more.
And we have set out the promises we have made to customers about the service which you can expect to receive here.
Our new-look trains are now in service and you can read all about them here
We sometimes introduce a special train service for major events like the West Ham United matches at the Queen Elizabeth Olympic Park, the London Marathon, the London-to-Southend cycle ride and the We Are FSTVL event at Upminster.
You can find details of these and any other amendments to our timetable on our Travel Information pages.