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How we are performing

c2c are committed to providing you with important and up-to-date information regarding performance. From the 01st April 2019 we will publish information on our On Time performance, which measures all station calls that start, arrive at any intermediate station or destination within 59 seconds. We will continue to publish Public Performance Measure (PPM), which calculates the number of trains that arrive within five minutes of schedule.

 

Yesterday's performance

Performance measure Within 1 minute at all station calls (On Time) Within 5 minutes at destination (PPM) Services
Performance measure:13/12/2019 Within 1 minute at all station calls (On Time):84.9% Within 5 minutes at destination (PPM):80.2% Services:398

Monthly performance

4 Weeks Ending Within 1 minute at all station calls (On Time) Period Within 1 minute at all station calls (On Time) Annual average Within 5 minutes at destination (PPM) Period Within 5 minutes at destination (PPM) Annual average
4 Weeks Ending:09 Nov 19 Within 1 minute at all station calls (On Time) Period:80.1% Within 1 minute at all station calls (On Time) Annual average:84.1% Within 5 minutes at destination (PPM) Period:93.7% Within 5 minutes at destination (PPM) Annual average:95.7%
4 Weeks Ending:12 Oct 19 Within 1 minute at all station calls (On Time) Period:78.4% Within 1 minute at all station calls (On Time) Annual average:84.1% Within 5 minutes at destination (PPM) Period:94.6% Within 5 minutes at destination (PPM) Annual average:95.8%
4 Weeks Ending:14 Sep 19 Within 1 minute at all station calls (On Time) Period:84.3% Within 1 minute at all station calls (On Time) Annual average:83.9% Within 5 minutes at destination (PPM) Period:96.2% Within 5 minutes at destination (PPM) Annual average:95.6%
4 Weeks Ending:17 Aug 19 Within 1 minute at all station calls (On Time) Period:82.9% Within 1 minute at all station calls (On Time) Annual average:83.3% Within 5 minutes at destination (PPM) Period:93.5% Within 5 minutes at destination (PPM) Annual average:95.5%
4 Weeks Ending:20 Jul 19 Within 1 minute at all station calls (On Time) Period:83.2% Within 1 minute at all station calls (On Time) Annual average:83.3% Within 5 minutes at destination (PPM) Period:95.6% Within 5 minutes at destination (PPM) Annual average:95.6%

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.

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 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.

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 2019 85% 83%
Autumn 2018 88% 78%
Spring 2018 86% 79%
Autumn 2017 90% 80%
Spring 2017 89% 82%
Autumn 2016 87% 80%
Spring 2016 81% 79%

This is how we’re performing against benchmarks set at the beginning of the new franchise:

How we're performing vs. Benchmark Benchmark 2018/2019 Score
Station services 76% 72%
Train Facilities 85% 79%
Customer Services 76% 62%

View the latest National-Rail-Passenger-Survey-Main-Report-Spring-2019

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 78%, Stations 76%.

Find out how we are doing against other train operators through the ORR Data Portal (The Office of Rail and Road website).

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