Muni customer complaints per 100,000 miles

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Value Trust: Strengthening the social and cultural connections of the city and building confidence in the agency.
Metric Muni customer complaints per 100,000 miles
Purpose Tracking customer complaints during muni operation support in the improvement of customer service, public outreach, and engagement.
Definition Muni customer complaint counts are normalized to mileage and reported system-wide.
Methodology sum ([number of complaints) * 100,000 ÷ sum ([number of miles])
Target Achieve 3% decrease per year over 5-year historical average
Reporting Frequency Monthly
Contact For questions, comments, and accessibility issues, please contact the Performance Team at performance@sfmta.com.
Notes Reported results are subject to change as data quality improves or new data becomes available.

 

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