Muni customer complaints per 100,000 miles

Sunday, March 1, 2020

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Objective

Objective 4.3: Enhance customer service, public outreach, and engagement

Metric

Muni customer complaints per 100,000 miles

Purpose

Tracking costumer complaints during muni operation supports in the improvement of customer service, public outreach, and engagement.

Definition

Muni customer complaint counts are normalized to mileage and reported system-wide.

Methodology

sum ([number of complaints) * 100,000 ÷ sum ([number of miles])

Target

Achieve 3% decrease per year over 5-year historical average

Reporting Frequency

Monthly

Contact

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

Notes

N/A