Muni customer complaints per 100,000 miles

Sunday, January 1, 2023

Value	Trust: Strengthening the social and cultural connections of the city and building confidence in the agency.
Metric	Muni customer complaints per 100,000 miles
Purpose	Tracking customer complaints during muni operation support 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