Customer rating: Overall customer satisfaction with Muni

Monday, July 1, 2024


Value	Trust: Strengthening the social and cultural connections of the city and building confidence in the agency.
Metric	Customer rating: Overall customer satisfaction with Muni
Purpose	Overall customer satisfaction with Muni is tracked to help improve the customer experience to make Muni the most attractive travel choice in San Francisco.
Definition	Customer satisfaction is measured by dividing the number of respondents who rate Muni service overall as either good or excellent by the total number of responses and is reported system-wide.
Methodology	sum ([number of respondents who rate Muni service overall as good or excellent]) ÷ sum ([number of responses])
Target	Achieve a 2% increase per year over FY17 baseline
Reporting Frequency	Annually
Contact	For questions, comments, and accessibility issues, please contact the Performance Team at performance@sfmta.com.
Notes	No survey conducted in 2020. Reported results are subject to change as data quality improves or new data becomes available.