Our focus on operational excellence has been reflected in the achievements of c2c, our UK rail division which operates services between London and Essex.
c2c records the UK's best ever annual punctuality results
c2c holds the UK record for the best ever punctuality results. In spring 2013, 97.5% of its trains were on time according to the rail industry's official public performance measure. This is a better annual performance than any other train operator has ever recorded. c2c also holds the record for the best ever single four-week period, running 98.8% of trains on time in August 2010.
We are determined to deliver further improvements and undertake detailed analysis of delays to identify opportunities for their reduction. For example, this analysis revealed an increase in delays caused by passengers being taken ill. Each incident typically causes an hour's delay to other passengers.
Consequently c2c has recently launched a customer awareness campaign. This encourages passengers to seek help from staff rather than boarding trains if they feel unwell, to depart the train at the next station and seek help from staff if they feel ill and to prepare themselves before each journey (for example by eating breakfast and carrying water in warm weather).
Passengers name c2c as the best commuter operator
In 2014 c2c has been named as the best commuter operator in London and the South East by both Which? magazine and in the official National Rail Passengers Survey of all train companies, which found 92% of c2c passengers were satisfied. Our passengers ranked c2c as the UK's best rail franchise in four key categories:
- Punctuality (94% satisfied)
- Satisfaction with the train (92% satisfied)
- Connections with other services (88% satisfied)
- Information provided at stations (88% satisfied)
c2c was rated the best rail franchise in London and the South East in 12 of the survey's 36 categories, from the attitude and helpfulness of station staff to the speed of journey times and how well we deal with delays.