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Customer rating: Overall customer satisfaction with Muni

Friday, July 1, 2022

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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.

 

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