Percentage of Muni customer feedback cases addressed within timeliness standards (28 business days)

Tuesday, April 1, 2025


Value	Inclusivity: Community engagement to understand needs and shape agency priorities.
Metric	Percentage of Muni customer feedback cases addressed within timeliness standards.
Purpose	This metric will track and measure % of customers submitting a Muni Customer Service Report that are addressed by the agency within an agreed-upon "timeliness" standard of 28 business days.
Definition	The percentage of Muni Customer Service Reports addressed within timeliness standards is determined by the number of Muni Customer Service Reports addressed within timeliness standards (28 business days) by the total number of Muni Customer Service Reports and is reported system-wide.
Methodology	sum ([number of Muni Customer Service Reports addressed within timeliness standards]) ÷ sum ([number of Muni Customer Service Reports])
Target	Achieve 80% addressed rate within timeliness standards in FY 22-23.
Reporting Frequency	Monthly
Contact	For questions, comments, and accessibility issues, please contact the Performance Team at performance@sfmta.com.
Notes	Reported through Muni Customer Service System in Salesforce since 2020, historically reported through 311 and referred to as “Passenger Service Reports" or "PSRs."