Monthly Customer Service Phone Stats

MTD Stats performance can be impacted by traffic congestion, detours, weather, a larger than anticipated number of boardings, and boardings of passengers with accessibility needs.

MTD Stats for January – June 2015
JAN 2015 FEB 2015 MAR 2015 APR 2015 MAY 2015 JUN 2015
Total Calls Answered 36,162 36,638  34,096  34,268  34,507
Average Speed Of Calls Answered 25 seconds 38 seconds  30 seconds  20 seconds  26 seconds
Service Level 72.13%  64.48%  69.98%  78.03%  72.63%
Top Route Requested Route 20  Route 20  Route 20  Route 20  Route 20
Top Stop Requested Wood & Posey Evelyn Butts & Avenue J  Wood & Posey  Wood & Posey  Wood & Posey
MTD Stats for July – December 2015
JUL 2015 AUG 2015 SEPT 2015 OCT 2015 NOV 2015 DEC 2015
Total Calls Answered
Average Speed Of Calls Answered
Service Level
Top Route Requested
Top Stop Requested
Complaints per 100,000 Boarding
Month FY2014 FY2015 FY2016
Jul 39 38
Aug 31 32 40
Sep 26 36
Oct 42 36
Nov 32  30
Dec 35 37
Jan 37 39
Feb 33  51
Mar 33 42
Apr 31 42
May 38  38
Jun 31  40