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Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on c2c.
|Overall, how satisfied were passengers with the journey?||93%||92%||92%||89%||89%||86%||89%||81%||87%||89%|
|How satisfied were passengers with train punctuality and reliability?||96%||94%||94%||91%||91%||93%||93%||86%||83%||88%|
|How good was the cleanliness of the inside of the trains?||93%||90%||90%||88%||88%||86%||87%||88%||89%||88%|
|How satisfied were passengers with the value for money of the price of their ticket?||46%||46%||47%||44%||47%||45%||47%||41%||46%||52%|
Transport Focus assists passengers in resolving complaints with train companies through an appeals process.
Transport Focus handled 39 complaint appeals in 2016 about c2c.
Using this graph you can explore the appeals to c2c.
We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.
|Train service performance||4||5||9||3||3||8||0||13||3|
|Fares, retailing and refunds||12||6||15||13||4||15||4||11||9|
|Quality on train||1||3||1||1||2||0||2||7||3|
|Timetable and connection issues||0||1||0||1||0||1||2||7||3|
Complaint appeals relating to:
|Complaints handling||16||This is up 220% on the previous year|
|Train service performance||13||This is up 100% on the previous year|
|Fares, retailing and refunds||11||This is up 175% on the previous year|
|Quality on train||7||This is up 250% on the previous year|
|Timetable and connection issues||7||This is up 250% on the previous year|