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.


Yesterday's performance

Performance measure Services Within 1 minute (Right Time) Within 5 minutes (PPM)
Performance measure:15/1/2019 Services:403 Within 1 minute (Right Time):75.68% (305) Within 5 minutes (PPM):95.04% (383)

Monthly performance

4 Weeks Ending Within 1 minute (Right Time) Period Within 1 minute (Right Time) Annual average Within 5 minutes (PPM) Period Within 5 minutes (PPM) Annual average
4 Weeks Ending:5 Jan 19 Within 1 minute (Right Time) Period:84.8% Within 1 minute (Right Time) Annual average:74.3% Within 5 minutes (PPM) Period:97.6% Within 5 minutes (PPM) Annual average:93.8%
4 Weeks Ending:08 Dec 18 Within 1 minute (Right Time) Period:74.3% Within 1 minute (Right Time) Annual average:74.3% Within 5 minutes (PPM) Period:95.7% Within 5 minutes (PPM) Annual average:93.8%
4 Weeks Ending:10 Nov 18 Within 1 minute (Right Time) Period:74.2% Within 1 minute (Right Time) Annual average:74.4% Within 5 minutes (PPM) Period:94.4% Within 5 minutes (PPM) Annual average:94.0%
4 Weeks Ending:13 Oct 18 Within 1 minute (Right Time) Period:68.4% Within 1 minute (Right Time) Annual average:74.6% Within 5 minutes (PPM) Period:92.9% Within 5 minutes (PPM) Annual average:94.4%
4 Weeks Ending:15 Sep 18 Within 1 minute (Right Time) Period:71.5% Within 1 minute (Right Time) Annual average:75.4% Within 5 minutes (PPM) Period:94.6% Within 5 minutes (PPM) Annual average:94.6%

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.

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 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
Spring 2018 86% 74%
Autumn 2017 90% 80%
Spring 2017 89% 82%
Autumn 2016 87% 80%
Spring 2016 81% 78%

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
Station services 76% 74%
Train Facilities 85% 82%
Customer Services 75% 67%

View c2c’s 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

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 last four week period are: On Train 85%, Stations 82%.

How we deal with complaints

We 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.

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.

How we deal with complaints

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).