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.

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:

Internal customer satisfaction scores

Our in-house customer satisfaction survey, initiated in June 2023, has garnered over 3500 individual responses to date. In comparison to the Rail User Survey, it encompasses a broader spectrum of questions.

Our overall Customer Satisfaction for the last for the last 4 months are follows:

Which again indicates that the majority of our customers have generally been satisfied with our services. Work remains ongoing to ensure we make steps to improve on these scores throughout the year and continue provide an excellent c2c experience for our customers.

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.

• Download our year-to-date & historical results here (PDF)

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