Customer rating: Overall customer satisfaction with Muni
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Value |
Trust: Strengthening the social and cultural connections of the city and building confidence in the agency. |
Metric |
Customer rating: Overall customer satisfaction with Muni |
Purpose |
Overall customer satisfaction with Muni is tracked to help improve the customer experience to make Muni the most attractive travel choice in San Francisco. |
Definition |
Customer satisfaction is measured by dividing the number of respondents who rate Muni service overall as either good or excellent by the total number of responses and is reported system-wide. |
Methodology |
sum ([number of respondents who rate Muni service overall as good or excellent]) ÷ sum ([number of responses]) |
Target |
Achieve a 2% increase per year over FY17 baseline |
Reporting Frequency |
Annually |
Contact |
For questions, comments, and accessibility issues, please contact the Performance Team at performance@sfmta.com. |
Notes |
No survey conducted in 2020. Reported results are subject to change as data quality improves or new data becomes available. |