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Customer rating: Overall customer satisfaction with paratransit services

Wednesday, August 1, 2018

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Objective

Objective 3.1: Use Agency programs and policies to advance San Francisco's commitment to equity.

Metric

Customer rating: Overall customer satisfaction with paratransit services.

Purpose

This data will reveal how satisfied SF Paratransit customers are with SFMTA's paratransit services. Customer satisfaction ratings will correlate with the quality of life for these disabled customers, and will indicate whether or not SFMTA is making satisfactory progress toward our equity goals, in terms of giving persons with disabilities high quality, equitable access to the city.

Definition

Overall customer satisfaction with paratransit services is determined by the number of respondents who rate paratransit as good or excellent by the total number of responses and is reported city-wide.

Methodology

sum ([number of respondents who rate paratransit as good or excellent]) ÷ sum ([number of responses])

Target

Achieve 85% customer satisfaction rating in FY19 and FY20

Reporting Frequency

Annually

Contact

For questions, comments and accessibility issues, please contact the Performance Team at performance@sfmta.com.

Notes

N/A