Muni customer complaints per 100,000 miles
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Objective |
Objective 4.3: Enhance customer service, public outreach, and engagement |
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Metric |
Muni customer complaints per 100,000 miles |
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Purpose |
Tracking costumer complaints during muni operation supports in the improvement of customer service, public outreach, and engagement. |
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Definition |
Muni customer complaint counts are normalized to mileage and reported system-wide. |
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Methodology |
sum ([number of complaints) * 100,000 ÷ sum ([number of miles]) |
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Target |
Achieve 3% decrease per year over 5-year historical average |
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Reporting Frequency |
Monthly |
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Contact |
For questions, comments and accessibility issues, please contact the Performance Team at performance@sfmta.com. |
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Notes |
N/A |