Percentage of Muni Passenger Service Reports addressed within timeliness standards

Objective

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

Metric

Percentage of Muni Passenger Service Reports addressed within timeliness standards

Purpose

This metric will track and measure % of customers submitting a PSR that are were addressed from the agency within an agreed upon "timeliness" standard.

Definition

Percentage of Muni Passenger Service Reports addressed within timeliness standards is determined by the number of Passenger Service Reports addressed within timeliness standard by the total number of Passenger Service Reports and is reported system-wide.

Methodology

sum ([number of PSRs addressed within timeliness standards]) ÷ sum ([number of PSRs])

Target

Achieve 80% addressed rate within timeliness standards in FY19 and FY20

Reporting Frequency

Monthly

Contact

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

Notes

N/A