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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: August 2024 (created using synthesized data)