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Customer rating of overall satisfaction with Muni service

Wednesday, August 22, 2018

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Objective Objective 2.1: Improve customer service and communications
Metric Customer rating: Overall customer satisfaction with transit services; scale of 1 (low) to 5 (high)
Purpose To improve customer satisfaction and increase ridership through effective reporting, analysis and planning.
Definition Customer rating on a 1 to 5 scale of overall satisfaction with Muni service.
Methodology Results from the online quarterly customer satisfaction survey are reported as an average score on a 1 to 5 scale for the question:

"Please rate your overall satisfaction with Muni."

To control for variability in response rates across San Francisco ZIP codes, responses are weighted by response rate relative to share of population.

Target Achieve 0.5 point improvement over baseline (based on FY14 performance) during each two-year budget cycle
Reporting Frequency Quarterly
Contact For questions, comments and accessibility issues, please contact the Performance Team at
Notes Results are based on a non-probability sample from opt-in SFMTA online panel surveys and have been weighted to reflect the geographic distribution of the San Francisco population. Baseline data was collected in Q3 of FY14. Reported results are subject to change as data quality improves or new data become available.