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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

Paratransit satisfaction ratings help to guide the SFMTA toward providing persons with disabilities with 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

 

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