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PM-14: Complaints and Customer Satisfaction

Description: This performance measure refers to the reduction in the number of valid complaints recorded by HIRTA and satisfaction with driver/HIRTA related to medical transportation needs.

Targets:

• Up to 25% reduction in the number of valid complaints during evaluation period or achieve a target of no more than 5 valid complaints per month
• At least an average of 3 (out of a maximum of 5) rating for customer satisfaction recorded across all trips delivered per month and during evaluation period

Data source: HIRTA

Update frequency: Biannual

Updated: December 2024

Performance measure dashboard

Click on the below buttons to be taken to the page for each performance measure.

PM-1    PM-2    PM-3    PM-4    PM-5    PM-6    PM-8    PM-9    PM-11    PM-12    PM-14    PM-15    PM-16    PM-19    PM-20    PM-21    PM-22    PM-23