Muni employee commendations

Thursday, June 1, 2023

Value	Trust: Strengthening the social and cultural connections of the city and building confidence in the agency.
Metric	Muni employee commendations
Purpose	This metric displays the positive feedback shared from customers regarding good service they received from employees, including commending instances of above and beyond service as well as satisfaction with project or service changes.
Definition	Count of positive feedback each month submitted by passengers through 311. Tracked per 100,000 to standardize for systemwide reporting. Reported through Muni Customer Service System in Salesforce since 2020, historically reported through 311 and referred to as “Passenger Service Reports"
Methodology	sum ([number of commendations])
Target	Achieve target of greater than 50% in FY22-23.
Reporting Frequency	Monthly
Contact	For questions, comments, and accessibility issues, please contact the Performance Team at performance@sfmta.com.
Notes	During the month of April 2020, the Agency experienced a 73% decrease from the previous month in Muni employee commendations due to COVID-19 which resulted in decreased ridership system-wide.