Percentage of Muni Passenger Service Reports addressed within timeliness standards
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Objective |
Objective 4.3: Enhance customer service, public outreach, and engagement |
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Metric |
Percentage of Muni Passenger Service Reports addressed within timeliness standards |
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Purpose |
This metric will track and measure % of customers submitting a PSR that are were addressed by the agency within an agreed-upon "timeliness" standard. |
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Definition |
The percentage of Muni Passenger Service Reports addressed within timeliness standards is determined by the number of Passenger Service Reports addressed within timeliness standards by the total number of Passenger Service Reports and is reported system-wide. |
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Methodology |
sum ([number of PSRs addressed within timeliness standards]) ÷ sum ([number of PSRs]) |
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Target |
Achieve 80% addressed rate within timeliness standards in FY19 and FY20 |
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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 |