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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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.

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Access on-time performance is measured as 15 minutes before and 15 minutes after the requested trip time.

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Complaints per million miles is a measure of customer dissatisfaction with Metro service.

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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.