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Percentage of Muni Passenger Service Reports responded to within timeliness standards

Friday, March 1, 2019

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Objective

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

Metric

Percentage of Muni Passenger Service Reports responded to within timeliness standards

Purpose

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

Definition

Percentage of Muni Passenger Service Reports responded to within timeliness standards is determined by number of Passenger Service Reports responded to within timeliness standards by the total number of Passenger Service Reports with contact info and is reported system-wide.

Methodology

sum ([number of PSRs responded to within timeliness standards]) ÷ sum ([number of PSRs with contact info])

Target

Achieve 90% response 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