Service Quality
This is the percentage of total trips that are completed and not missed due to base cancellations, vehicle maintenance and in-service delays.
On-time performance is a measure of service reliability. A bus is considered on-time if it is between 1 minute early and 5 minutes late. On-time performance is measured for each trip, using 1,119 timepoints throughout the system.
Access on-time performance is measured as 15 minutes before and 15 minutes after the requested trip time.
Complaints per million miles is a measure of customer dissatisfaction with Metro service.
Trouble calls occur when a bus is stopped in service and requires a road call from Vehicle Maintenance staff. More miles between trouble calls means fewer service delays for our customers.