Key Performance Indicators

Mobility Reservation Call Abandonment Rate

Definition: Measures the percentage of customers who terminate a call while waiting in queue to make a MARTA Mobility reservation.

Performance (October 2016):

In October, did not meet the Target; the actual being 10.04% - an improvement of 8.62% compared to that in October 2015.


  1. Encourage subscription trips to reduce the need for reservation calls
  2. Recommend customer use of the IVR system and website to monitor and cancel trips
  3. Encourage customers to call during non-peak hours