c2c key statistics - Table 2.3
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
 
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
586
24
34.8
957.8
6.7
129.6
2011-12
779
25
36.4
988.8
6.7
115.5
2012-13
702
25
37.4
1,008.6
6.8
115.5
2013-14
762
25
38.8
1,044.4
6.7
115.5
2014-15
706
26
40.8
1,084.5
6.7
115.5
2015-16
622
26
43.4
1,139.7
7.0
115.5
2016-17
652
25
46.6
1,205.8
7.4
125.5
2017-18
682
25
47.9
1,211.9
7.3
125.5
Source: Network Rail, train operating companies and LENNON
Punctuality
Complaints
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
96.8%
98.1%
0.1%
1.0%
28,534
2010-11 Quarter 2
96.3%
97.5%
0.1%
1.7%
28,723
2010-11 Quarter 3
90.5%
93.7%
0.4%
3.7%
28,141
2010-11 Quarter 4
95.8%
97.5%
0.1%
1.8%
28,077
2011-12 Quarter 1
96.9%
98.1%
0.1%
1.2%
27,814
2011-12 Quarter 2
96.7%
97.9%
0.1%
1.3%
28,819
2011-12 Quarter 3
97.0%
98.4%
0.1%
1.1%
28,779
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
8.9
:
:
98.7 %
2010-11 Quarter 2
9.4
:
:
99.5 %
2010-11 Quarter 3
12.0
:
:
99.5 %
2010-11 Quarter 4
7.0
:
:
98.6 %
2011-12 Quarter 1
5.9
:
:
98.2 %
2011-12 Quarter 2
8.5
:
:
95.5 %
2011-12 Quarter 3
13.1
:
:
97.3 %

2011-12 Quarter 4
96.7%
97.8%
0.1%
1.4%
28,820
2012-13 Quarter 1
97.7%
98.6%
0.1%
0.8%
28,215
2012-13 Quarter 2
97.9%
99.0%
0.0%
0.7%
29,051
2012-13 Quarter 3
97.5%
98.7%
0.0%
0.8%
28,626
2012-13 Quarter 4
97.1%
98.2%
0.1%
1.1%
28,002
2013-14 Quarter 1
96.7%
97.8%
0.0%
1.9%
28,451
2013-14 Quarter 2
97.5%
98.7%
0.1%
0.8%
29,010
2013-14 Quarter 3
96.3%
98.0%
0.1%
1.2%
27,461
2013-14 Quarter 4
96.1%
97.5%
0.0%
1.7%
29,182
2014-15 Quarter 1
96.7%
97.9%
0.1%
1.3%
29,577
2014-15 Quarter 2
96.1%
97.5%
0.2%
1.5%
29,001
2014-15 Quarter 3
97.3%
98.5%
0.0%
1.0%
28,250
2014-15 Quarter 4
97.5%
98.5%
0.0%
0.9%
28,231
2015-16 Quarter 1
97.4%
98.5%
0.0%
1.0%
28,144
2015-16 Quarter 2
97.6%
98.5%
0.0%
1.1%
28,999
2015-16 Quarter 3
96.1%
97.9%
0.1%
1.2%
29,184
2015-16 Quarter 4
95.8%
97.9%
0.1%
1.5%
32,004
2016-17 Quarter 1
95.8%
97.7%
0.2%
1.4%
31,750
2016-17 Quarter 2
94.6%
97.1%
0.1%
1.9%
32,384
2016-17 Quarter 3
92.4%
96.1%
0.1%
2.8%
31,537
2016-17 Quarter 4
95.2%
97.1%
0.2%
1.9%
31,428
2017-18 Quarter 1
95.4%
97.4%
0.0%
2.0%
30,911
2017-18 Quarter 2
95.9%
97.4%
0.0%
1.9%
32,234
2017-18 Quarter 3
97.0%
98.4%
0.0%
1.3%
31,386
2017-18 Quarter 4
93.0%
95.0%
0.1%
3.9%
30,641
2011-12 Quarter 4
12.6
:
:
92.3 %
2012-13 Quarter 1
9.1
:
:
100.0 %
2012-13 Quarter 2
8.5
:
:
100.0 %
2012-13 Quarter 3
9.6
:
:
100.0 %
2012-13 Quarter 4
21.2
:
:
100.0 %
2013-14 Quarter 1
11.1
:
:
100.0 %
2013-14 Quarter 2
13.9
:
:
100.0 %
2013-14 Quarter 3
12.7
:
:
100.0 %
2013-14 Quarter 4
15.7
:
:
100.0 %
2014-15 Quarter 1
12.6
:
:
100.0 %
2014-15 Quarter 2
24.7
:
:
100.0 %
2014-15 Quarter 3
24.9
:
:
99.4 %
2014-15 Quarter 4
17.7
:
:
91.8 %
2015-16 Quarter 1
15.5
98.3 %
98.3 %
99.3 %
2015-16 Quarter 2
18.1
98.3 %
98.3 %
99.7 %
2015-16 Quarter 3
30.8
95.9 %
95.9 %
99.6 %
2015-16 Quarter 4
39.8
92.0 %
92.0 %
100.0 %
2016-17 Quarter 1
29.7
73.7 %
73.7 %
99.5 %
2016-17 Quarter 2
31.5
79.7 %
79.7 %
99.9 %
2016-17 Quarter 3
35.3
55.5 %
55.5 %
99.3 %
2016-17 Quarter 4
30.2
81.5 %
81.5 %
99.7 %
2017-18 Quarter 1
22.3
98.0 %
98.0 %
100.0 %
2017-18 Quarter 2
22.2
98.1 %
98.1 %
100.0 %
2017-18 Quarter 3
21.1
92.6 %
92.6 %
100.0 %
2017-18 Quarter 4
18.6
83.7 %
83.7 %
99.9 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
94.8%
96.7%
0.2%
2.0%
113,475
2011-12
96.8%
98.0%
0.1%
1.3%
114,232
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
9.0
:
:
99.1%
2011-12
10.1
:
:
97.8%

2012-13
97.5%
98.6%
0.1%
0.9%
113,893
2013-14
96.7%
98.0%
0.1%
1.4%
114,104
2014-15
96.9%
98.1%
0.1%
1.2%
115,059
2015-16
96.7%
98.2%
0.1%
1.2%
118,332
2016-17
94.5%
97.0%
0.2%
2.0%
127,099
2017-18
95.3%
97.1%
0.0%
2.3%
125,172
2012-13
12.1
:
:
100.0%
2013-14
13.4
:
:
100.0%
2014-15
20.1
:
:
97.9%
2015-16
26.4
95.1%
95.1%
99.7%
2016-17
31.7
72.0%
72.0%
99.6%
2017-18
21.0
93.4%
93.4%
100.0%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
 
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/