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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 17 complaint appeals in 2015 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.
The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.
|Penalty fares/unpaid fares notice/prosecution||0||0||0||2||3||1||5||0||2|
|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||5||This is down 55% on the previous year|
|Penalty fares/unpaid fares notice/prosecution||5||This is up 400% on the previous year|
|Fares, retailing and refunds||4||This is down 73% on the previous year|
|Quality on train||2||This is up 100% on the previous year|
|Timetable and connection issues||2||This is up 100% on the previous year|