Accountability Center

Monthly Measures

Service Quality

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This is the percentage of total trips that are completed and not missed due to base cancellations, vehicle maintenance and in-service delays.

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Metro has a target of at least 80% of bus trips being on-time (between five minutes late and one minute early at key stops). Weekday on-time performance in October was 71.8%, which is down 4.5 percentage points from a year earlier. Year-to-date, the weekday on-time-performance is 76.4%, which is 1.3 percentage points below 2013 at this time. The recent, significant increase in traffic congestion is likely causing this decline, as is increased ridership per bus trip. There are measurable increases in lateness across the system, especially in the AM peak period, and on service using highways (i.e. I-90, I-5, SR-520). We continue to identify and address “hot spots” where the transit service slows down. Crowding and reliability investments, coming in 2015 and funded by the City of Seattle, should also help reverse this trend within the City. (On-time performance tends to improve in the winter months before declining in the summer months because of construction and events.)

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On-time performance on RapidRide exceeds Metro's target of 80%, but is slightly lower than last year at this time.

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Metro has a target of at least 90% of our Access trips being on-time (arriving between fifteen minutes before and 15 minutes after the requested trip time). Year-to-date, the weekday on-time-performance is 88.9% which is 1.0 percentage point below 2013 at this time. Increased traffic congestion affects the on-time performance.

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Complaints per million miles during the past two months increased 17% over the same period last year. Major changes in service often lead to a spike in customer complaints, and Metro made budget-related service cuts in late September. However, in the first ten months of 2014, complaints are down 8.6% from the same period in 2013. Service changes in late 2012 — the elimination of the Ride Free Area and the launch of RapidRide Lines C and D — resulted in an increase in complaints in the months that followed.

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Year-to-date miles between trouble calls is 2.6% below 2013 and 11.8% below the target. (The higher the mileage, the better.) One major contributor has been identified as significant problems with the new bus fleets. All three fleets are having significant major failures. We should be experiencing the opposite effect with these fleets. The RapidRide buses, the new 60' Articulated coaches, and the new Orions all have significantly low trouble call mileage.