Customer Punctuality.Arrive on time with secureconnections.Sarah TischhauserBern, 1. November 2012

Why is punctuality so important in Switzerland?Culture/values of the Swiss populationEverything in Switzerland is punctual: Swiss watches and theirprecision are known the world over.Punctuality is greatly valued in the Swiss society.

HistoryIn 1944, Hans Hilfiker designed the legendary station clock forSBB, including the first Switzerland-wide synchronisation of allavailable station clocks. The second hand was added in 1955,along with the "second jump" before each minute.

Swiss transport policyThe goal of the Swiss transport policy is to provide a publictransport system covering local and long-distance services,with frequent and regular services to all regions of the country.The system is based on fast connections to and from hubs andcan only function with a high level of punctuality.SBB • Customer punctuality • 1. November 20122

Performance has improved continuously since 2003.Trend in punctuality vs train path kilometres100140

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Consistent target-setting in all areas has contributed to an increase of punctualityacross the densely used network.SBB • Customer punctuality • 1. November 20123

9 Group targets to ensure a balanced corporatemanagement.The target of „Customer Punctuality" isanchored as one of the top Grouptargets for the whole companyincluding all rail operating companiesand infrastructure operators.

Areas with the potential for continuous improvement ofpunctuality.Increase/maintaincustomer punctualityto/at a high levelManagement Board working group on customer focusCustomer punctuality team (4 FTEs) controls projects (working on the system)Business units within all divisions implement measures (working in the system)Improve timetable andproduction planningAchieve durable forecasts offuture punctuality.

Provide good-quality, authoritative dataEnsure customer punctuality is a core quality perspective with regard to customers.Monitor the feasibility of targetsUnderstand the interplay of cause and effect.SBB • Customer punctuality • 1. November 20125

Punctuality as seen by our customers.Arrival punctuality100passengers8 passengers delayedby over 3 minutes

90passengersarrived on timeOut of 20 passengers changingtrains 2 missed connections

20% of passengers had tochange trains and so areweighted with the performanceindicator "granted connections".Connection breaks are plannedconnections where the minimumchange time (defined for eachcheckpoint) is exceeded.Both regional and long-distanceservices are taken into account.

90 out of 100 peoplearrived at their destinationson timeCustomerpunctuality:90%

Each train is weighted withthe number of passengersarriving at each hub.The number of passengersarriving includes passengersending their journey, changingtrains or staying on board thetrain.

Customer-weightedpunctuality includingpotential additional delayscaused by connectionbreaks

Scheme methodology for calculating customerpunctuality.HeldconnectionMultiplicationPassengertaking aconnectionPassengerswith heldconnectionPunctualdisembarkingpassengersPunctualtrainsMultiplicationDisembarkingpassengers

DivisionAllconnectionsMultiplicationPassengerstaking aconnectionTotalpassengerstaking aconnection

=Calculations can be done atgiven station / region / wholenetwork.Totaldisembarkingpassengers

As close as possible to customers' perception for theentire network.13 hubs13 hubs (checkpoints) spread over theSBB network are used to measurecustomer punctuality.

Average of traffic flows calculated usingP-FV frequency analysisThe evaluation focuses on changes atthe same hubs within the standard-gauge networkThe results vary between 5% (Geneva)and 27% (Zurich).This corresponds to the Rail 2000 slogan(more frequent, more rapid, morecomfortable,more direct)

ParametersMeasurements are taken from Monday to FridayAt the border points of Basel and Geneva, only arrivals from within Switzerland aremeasured.Connections refer to the standard-gauge network.SBB • Customer punctuality • 1. November 20128

2013 represents a step forward in advancing thecurrent punctuality measurement system.Current system13 points of measurement20% of passengers changing trainsEvaluation has to wait until the followingmonthSome personal objectives are customerweighted.

System as of 201353 points of measurementActual figure for passengers changingtrainsEvaluation possible the following dayAll personal objectives are customerweighted.

More passenger weighted indices increases customer focus.Additional points of measurement gives a better representation of all regions.Top stations in terms of passenger volume are taken into account.Line reportings increase options to steer the network.SBB • Customer punctuality • 1. November 20129

Measurement of passenger delays in minutes(so called Reisendenverspätungsminuten, «RVMin»)Affected passengersat their finaldestination.of travel.

Passengers that arrive at their final destination with a delay.Passengers that missed their connection wait for the nextconnection.

Total passengerdelays inminutes at(«RVMin»).Allocated bycause torespectivebusinness units.

Affected passengersthat missed theirconnection.Incident in rail productioncausestraincancellation.Passengers affectedby train cancellation.

2 passengers * surcharge of30 mins= 60 RVMin4 passengers * surcharge of30 mins= 120 RVMin

Quarterly:

report with analysis, conclusions, action requiredby the Group Customer Punctuality Programme

Monthly:

progress report with figures, data, facts and forecast

Quarterly:

Target checks with business units (top-down) and Groupprogress discussions (bottom-up)

Monthly:

pursuance of important KPIs using Balanced Score CardDaily, weekly and monthly reports as per unit requirements

Incident debriefings, systematic analyses, following up of customerfeedback, in some cases with special tools

The SBB punctuality team activelyparticipates in and encouragesinternational exchange to promote mutuallearning and improvement.

More specifically, the SBB has entered acooperation with DSB (DanskeStatsbaner), ÖBB (ÖsterreichischeBundesbahnen), NS (NederlandseSpoorwegen). Aim is to both, sharepunctuality data as well as experiencesand challenges in working with punctuality.