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
Our Rail User Survey regularly asks a representative sample of 2000 people across Great Britain about their public transport use. Those who used rail in the last seven days are asked about their overall satisfaction with their most recent rail journey and with aspects such as value for money, punctuality and cleanliness.
The last survey was conducted in Spring 2024. Here are our scores for overall journey satisfaction and how we performed against the average London commuter service:
KPI Dashboard
We are committed to providing open and transparent data on the performance of our business. The below graphic shows a variety of performance measures across our different departments.
We were below target in Period 3 ( 31st May to 26th June) for Customer Satisfaction, Stations Cancellations and On Time to 3.
On Time to 3
We did not achieve the ON Time to 3 achieving 90.40% against a target of 92.1%.
Cause(s) of the relevant Performance Target Failure:
The principal causes of the OT-3 failures were the extreme hot weather and associated Critical Rail Temperature speed restriction between Benfleet and Pitsea, alongside infrastructure-related incidents including a signalling panel failure at Leigh-on-Sea, an external power issue at Pitsea, and a repeat points failure at East Ham depot, potentially linked to rodent damage.
Actions to Remedy Failure:
The Operator will continue working with Network Rail to strengthen resilience during extreme weather, improve preparedness for future heat-related events, and review the management of Critical Rail Temperature restrictions to minimise operational impact while maintaining safety. Targeted investigations will be undertaken into significant infrastructure failures to identify root causes and implement measures to prevent recurrence.
The Operator will also enhance monitoring and response arrangements during periods of extreme weather, collaborate with Network Rail and industry partners to improve infrastructure reliability and reduce external failure-related disruptions, and prioritise improvement actions for the incidents contributing most significantly to OT-3 failures.
A continued focus will be maintained on performance recovery to improve OT-3 performance and achieve contractual targets. OFFICIAL
Expected Recovery:
Performance is expected to improve over the coming reporting periods as corrective actions are implemented. Investigations and mitigation measures for key infrastructure failures will be completed in the short term, with benefits expected within the next quarter. Soil Moisture Deficit timetables are currently planned to be introduced at the beginning of September and external consultancy has been used to produce timetables and unit diagrams for these however there remains risk where this timetable hasn’t been run before and some of the additional risk the changes bring (such as tighter turnarounds at termini).
Notice to Improve Performance
A Notice to Improve Performance has not been issued by the Secretary of State in respect of this Performance Target Failure.
All Stations Cancellations
We did not achieve the All Stations Cancellations Performance Target during Period 3, achieving 1.87 % against a target of 1.30 %.
Causes of the relevant Performance Target Failure:
The principal causes of the of failure were infrastructure-related incidents, namely the Pitsea external power failure, Leigh-on-Sea signalling panel failure, and East Ham points failure. These incidents resulted in periods where all lines were blocked, causing service diversions, early terminations, and significant displacement of train units and crews. This, in turn, led to additional cancellations being required to reposition resources and support service recovery.
Actions to Remedy Failure:
The Operator will continue to work closely with Network Rail to investigate the root causes of the Pitsea external power failure, Leigh-on-Sea signalling panel failure, and East Ham points failure. Lessons learned from these incidents will be incorporated into future resilience and contingency planning. The operator will also review service recovery arrangements to minimise the impact of infrastructure failures, improve the repositioning of train units and crews during disruption, and reduce the likelihood of consequential cancellations.
Expected Recovery:
Performance is expected to improve as the impact of these significant infrastructure-related incidents reduces and lessons learned are implemented. Continued collaboration with Network Rail, together with strengthened disruption management and service recovery arrangements, is expected to reduce consequential cancellations and support a return towards the target performance level over the coming reporting periods
Notice to Improve Performance
A Notice to Improve Performance has not been issued by the Secretary of State in respect of this Performance Target Failure
Customer Satisfaction
CSAT achieved 81.38% in Period 3, narrowly missing the 82.0% target. The shortfall was primarily driven by customer perceptions of service reliability and disruption, which outweighed improvements made in customer experience areas such as cleanliness and personal safety. Ongoing improvement activity is focused on addressing these drivers and returning performance above target.
Cause(s) of the relevant Performance Target Failure:
The principal causes of the failure were reduced customer satisfaction linked to service reliability, delays and punctuality during the reporting period. Periods of hot weather
resulted in Network Rail implementing Temporary Speed Restrictions (TSRs) across parts of the network, increasing journey times and contributing to lower customer perceptions of reliability. These operational challenges were further compounded by declining satisfaction with information provision during disruption and the overall handling of delay events, which negatively impacted overall customer satisfaction.
Actions to Remedy Failure:
We have established a dedicated disruption improvement working group as part of a wider GBR Anglia initiative to improve the customer experience during disruption. Activity
underway includes the development of customer experience enhancements to the c2c website and app, engagement with Salesforce to explore the use of AI-enabled customer support for disruption-related enquiries, and the commencement of an Arrakis trial at
selected stations to provide frontline colleagues with enhanced real-time information. The working group is expected to conclude within 12 weeks and will deliver a formal
improvement plan focused on improving delay satisfaction, customer information and the overall customer experience during disruption.
Expected Recovery:
We expect customer satisfaction performance to recover as the benefits of existing and planned improvement initiatives are realised. Customer experience measures targeted through the CX Improvement Plan, including cleanliness and personal safety, have already shown positive improvements, providing confidence that focused intervention can deliver measurable gains in customer perceptions. In parallel, the disruption improvement working group is developing a formal action plan to improve customer information, disruption
management and delay satisfaction, with outputs expected within the next 12 weeks. Whilst these initiatives are expected to support a return to target performance, the timing of
recovery remains difficult to determine given the continued dependency on external factors, including the extent of future hot weather and any associated Network Rail Temporary
Speed Restrictions (TSRs), which can significantly influence customer perceptions of service reliability.
Notice to Improve Performance
A Notice to Improve Performance has not been issued by the Secretary of State in respect of this Performance Target Failure.
