At c2c we are proud of our longstanding history operating train services across east London and south Essex.
Many of our colleagues live locally and we pride ourselves on having strong community links. This means we are passionate about continually improving our understanding of what our customers need from us and how we can enhance the lives of those who make up the diverse communities on our route.
Our work with local and national partners to enhance the service we provide for our customers, and for the wider economy in the areas we serve, is in our DNA.
Our customer and stakeholder engagement is based on the following principles:
Communication
We will communicate regularly with stakeholders and customers through:
- Regular stakeholder forums and events, where you can find out more about the latest c2c news and future plans, as well as discuss ideas with colleagues from across the business
- Individual meetings with stakeholders and customers
- Monthly Stakeholder Newsletters providing updates from c2c
- Regular customer communications, including quarterly customer magazines and weekly email updates on the latest news and offers from c2c
‘Your c2c’ – a new magazine for our stakeholder community
We have also recently (October 2025) launched our brand-new Stakeholder Magazine, ‘Your c2c’.
This new bi-annual update will provide an easy-to-read summary of some of the projects we deliver throughout the year, as well as a robust review and update on our train service performance, sustainability targets and customer satisfaction.
Transparency
We will be transparent in what we are doing through:
- Online information outlining our performance in key areas of the business, and how we compare with the rest of the industry – please see our ‘How we are performing’ page
- Consulting with you on the key issues you care about
- Our promise is to be open with our information to anyone who wishes to engage with c2c as far as possible
Evaluation
We will review how well we engage with our customers and stakeholders through an annual survey.
2025 Stakeholder Survey
The 2025 c2c Stakeholder Survey, launched at our inaugural Stakeholder Conference on 2 October in Basildon, gave stakeholders the opportunity to share their views, feedback and perceptions of c2c, along with their thoughts on engagement and working relationship with the Communications team. The survey ran throughout October and was sent to our recognised stakeholder contacts, including MPs, Local Authority officers, charities, membership organisations, passenger groups, industry suppliers and local businesses.
The survey was made up of 13 questions, with each prompting the respondent to score/rate or provide general feedback on elements of the c2c service and communications function, providing the team with an opportunity to review how well we are working with our stakeholders.
Headline results and responses
- 107 individual stakeholders completed and submitted the online survey
- 88% of respondents stated that their overall impression of c2c was either “very positive” or “positive”
- 90% of those surveyed said they either ‘strongly’ or ‘somewhat’ agreed with the statement “c2c runs a safe railway”
- 83% said they either ‘strongly’ or ‘somewhat’ agreed that “c2c is active in the local community”
- 85% provided a score of either 4 or 5 (out of 5) when rating the quality and frequency of communications received from c2c
- 77% said their impression of c2c was “better than other operators”
- The survey revealed a Net Promoter Score of +40
Contact us
If you wish to engage with c2c or find out more about any of the areas listed here, please contact Alice Shimali, c2c Head of Communications, at alice.shimali@c2crail.net or c2c Communications and Stakeholder Manager, Claire Cooper, at claire.cooper@c2crail.net.
Our partners
