Track Record annual results: Customer Experience Performance Regime 2011-12

The Customer Experience Performance Regime (CEPR) involves year-round auditing of rolling stock and infrastructure assets with respect to nine service components, in conjunction with an analysis of customers' views as collected in the Customer Satisfaction Monitor. Overall audit results for each component are compared to upper and lower benchmarks outlined in the franchise agreements.

Each CEPR component attracts an incentive payment to the operator if the upper benchmark threshold is exceeded and a penalty payment if the lower benchmark threshold is not met. CEPR payments are made annually.

Information on this page

Metropolitan trains

Metropolitan train CEPR performance relative to benchmarks 2011-12

Asset	Components	Performance relative to benchmark	Payment
Train Stop Precincts	Personal safety	Met
	Customer information	Met
	Asset condition	Met
	Cleanliness	Met
Train Rolling Stock	Graffiti removal	Met
	Customer information	Exceeded	$106,667
	Asset condition	Met
	Cleanliness	Met
Train Reserves and Hot Spots	Cleanliness	Met
Customer Satisfaction	Overall satisfaction	Exceeded	$106,667
CEPR Payment			$213,333

Metropolitan trams

Metropolitan tram CEPR performance relative to benchmarks 2011-12

Asset	Components	Performance relative to benchmark	Payment
Tram Stops	Graffiti removal	Exceeded	$53,333
	Customer information	Exceeded	$53,333
	Asset condition	Met
	Cleanliness	Met
Tram Rolling Stock	Graffiti removal	Exceeded	$53,333
	Customer information	Exceeded	$53,333
	Asset condition	Exceeded	$53,333
	Cleanliness	Exceeded	$53,333
Tram Reserves and Hot Spots	Cleanliness
Customer Satisfaction	Overall satisfaction	Exceeded	$53,333
CEPR Payment			$373,333

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Background

The CEPR was introduced in the 2009 franchise agreements for metropolitan train and tram operators with the purpose of monitoring operator performance in specific service components. These components relate to ambient aspects of the train and tram rolling stock and infrastructure that impact on customers' experiences of using trains and trams. The CEPR is designed to complement existing monitoring systems including the Operational Performance Regime and Customer Satisfaction Monitor (CSM).

Nine of the CEPR components are evaluated through audits of assets. Each asset is audited with respect to a series of sub-components (See tables below). The tenth component is evaluated as part of the CSM and is the score derived from the response to the 'Overall Satisfaction' question of the CSM.

As part of the CEPR, overall results from the audits for each component are compared to benchmarks outlined in the franchise agreements. Each component has a benchmark with an upper and lower threshold. Each CEPR component attracts an incentive payment to the franchisee if the upper threshold is exceeded and a penalty payment if the lower threshold is not met. The incentive/penalty payment for each benchmark for metropolitan trains is $100 thousand and for trams is $50 thousand, indexed by CPI each year from 2010-11.

Metropolitan train CEPR components and sub-components

Asset	CEPR Component	Sub-components
Train Stop Precincts	Personal safety	Graffiti removal Red button availability
	Customer information	Provision of fit for purpose customer information
	Asset condition	General asset condition, including vandalism rectification
	Cleanliness	Cleaning De-littering and refuse removal
Train Rolling Stock	Graffiti removal	Graffiti removal
	Customer information	Provision of fit for purpose static customer information Fit for purpose announcements and Passenger Information Displays (PIDs)
	Asset condition	General asset condition, including vandalism rectification
	Cleanliness	Cleaning De-littering
Train Reserves and Hot Spots	Cleanliness	Removal of offensive graffiti De-littering and removal of refuse Removal of graffiti from graffiti hot spots
Customer Satisfaction	Overall satisfaction	No sub-components

Metropolitan tram CEPR components and sub-components

Asset	CEPR Component	Sub-components
Tram Stops	Graffiti removal	Graffiti removal
	Customer information	Provision of fit for purpose customer information
	Asset condition	General asset condition, including vandalism rectification
	Cleanliness	Cleaning De-littering and refuse removal
Tram Rolling Stock	Graffiti removal	Graffiti removal
	Customer information	Provision of fit for purpose static customer information Fit for purpose announcements and Passenger Information Displays (PIDs)
	Asset condition	General asset condition, including vandalism rectification
	Cleanliness	Cleaning De-littering
Tram Reserves and Hot Spots	Cleanliness	Removal of offensive graffiti De-littering and removal of refuse Removal of graffiti from graffiti hot spots
Customer Satisfaction	Overall satisfaction	No sub-components

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