How we are performing
c2c are committed to providing you with important and up-to-date information regarding performance. We publish information on our On Time performance, which measures all station calls that start, arrive at any intermediate station or destination within 59 seconds. And we publish the “Time to 3” metric (T-3), which calculates the number of trains that arrive within three minutes of schedule.
Yesterday's performance
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Performance measure
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Within 1 minute at all station calls (On Time)
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Within 3 minute at all station calls (T-3)
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Cancellations
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Performance measure:04/04/2024
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Within 1 minute at all station calls (On Time):79.7%
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Within 3 minute at all station calls (T-3):93.8%
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Cancellations:0.5%
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Monthly performance
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4 Weeks Ending
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Within 1 minute at all station calls (On Time) Period
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Within 1 minute at all station calls (On Time)
Annual average
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Within 3 minutes at all station calls (T-3)
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Within 3 minutes at all station calls (T-3) Annual average
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P-Coded Cancellations (Trains fully/Partially Pre-Cancelled)
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4 Weeks Ending:30th March 24
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Within 1 minute at all station calls (On Time) Period:82.60%
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Within 1 minute at all station calls (On Time)
Annual average:79.70%
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Within 3 minutes at all station calls (T-3):94.30%
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Within 3 minutes at all station calls (T-3) Annual average:93.40%
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P-Coded Cancellations (Trains fully/Partially Pre-Cancelled):0
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4 Weeks Ending:2nd Mar 24
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Within 1 minute at all station calls (On Time) Period:82.80%
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Within 1 minute at all station calls (On Time)
Annual average:79.60%
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Within 3 minutes at all station calls (T-3):95.00%
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Within 3 minutes at all station calls (T-3) Annual average:93.40%
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P-Coded Cancellations (Trains fully/Partially Pre-Cancelled):0
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4 Weeks Ending:3rd Feb 24
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Within 1 minute at all station calls (On Time) Period:79.40%
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Within 1 minute at all station calls (On Time)
Annual average:79.40%
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Within 3 minutes at all station calls (T-3):93.40%
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Within 3 minutes at all station calls (T-3) Annual average:92.80%
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P-Coded Cancellations (Trains fully/Partially Pre-Cancelled):0
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4 Weeks Ending:6th Jan 24
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Within 1 minute at all station calls (On Time) Period:76.40%
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Within 1 minute at all station calls (On Time)
Annual average:79.80%
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Within 3 minutes at all station calls (T-3):90.70%
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Within 3 minutes at all station calls (T-3) Annual average:93.60%
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P-Coded Cancellations (Trains fully/Partially Pre-Cancelled):0
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4 Weeks Ending:9th Dec 23
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Within 1 minute at all station calls (On Time) Period:75.20%
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Within 1 minute at all station calls (On Time)
Annual average:79.90%
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Within 3 minutes at all station calls (T-3):91.90%
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Within 3 minutes at all station calls (T-3) Annual average:93.70%
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P-Coded Cancellations (Trains fully/Partially Pre-Cancelled):0
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Within 1 minute = On Time performance measures the percentage of station calls which departed origin, arrived at intermediate calls and arrived at destination early or within 59 seconds of schedule.
Time to 3 (T-3) = The percentage of recorded station stops arrived at early or less than three minutes after the scheduled time.
Cancellations
Full = if the train ran less than half of its planned journey.
Part = If the train ran at least half but not all of its planned journeys or it skipped stops on route.
You find out more information on the Network Rail Performance page and Office of Rail and Road (ORR).
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.
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 plan for passenger information during disruption 2019
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.
The last survey was conducted in Spring 2020, before the onset of the Coronavirus pandemic. Here are our scores for overall journey satisfaction and how we performed against the average London commuter service:
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NRPS Wave
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c2c Score
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London and South East Average
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Spring 2020
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82%
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82%
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Autumn 2019
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86%
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82%
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Spring 2019
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85%
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83%
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Autumn 2018
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88%
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78%
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Spring 2018
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86%
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79%
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View the latest National Rail Passenger Survey
Find out more about Transport Focus by visiting their website.
You can also view the results of our recent Customer Satisfaction Survey
Service Quality Regime results
We use our Service Quality Regime (SQR) to conduct regular inspections across all areas of our customer service delivery. The scores from the most recent service quality inspections undertaken in the last four week period, are as follows; alternatively you can click the link below to access historical data and our year-to-date scores.
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Four weeks preceeding:
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Stations: Ambience & Assets
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Stations: Cleanliness & graffiti
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Stations: Information
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Stations: Ticketing & staffing
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Trains: Ambience & assets
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Trains: Cleanliness & graffiti
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Trains: Information
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Customer service: Staff helpfulness
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Customer service: Online information
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Four weeks preceeding::2023/24 benchmark
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Stations: Ambience & Assets:84%
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Stations: Cleanliness & graffiti:76%
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Stations: Information:87%
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Stations: Ticketing & staffing:93%
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Trains: Ambience & assets:87%
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Trains: Cleanliness & graffiti:94%
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Trains: Information:93%
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Customer service: Staff helpfulness:86%
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Customer service: Online information:92%
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Four weeks preceeding::Period 13 03/03 - 31/03/2024
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Stations: Ambience & Assets:88.05%
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Stations: Cleanliness & graffiti:68.96%
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Stations: Information:89.54%
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Stations: Ticketing & staffing:92.84%
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Trains: Ambience & assets:98.43%
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Trains: Cleanliness & graffiti:97.63%
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Trains: Information:95.26%
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Customer service: Staff helpfulness:100%
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Customer service: Online information:95.00%
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Find out how we are doing against other train operators through the ORR Data Portal (The Office of Rail and Road website).
