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 (September 2016 and Fiscal year-to-date):

In September, did not meet the Target; the actual being 14.53% - an improvement of 9.26% compared to that in September 2015.


  1. Encourage subscription trips to reduce the need for reservation calls 
  2. Encourage customer use of Interactive Voice Response system and website for requesting and cancelling trips
  3. Encourage customers calls during non-peak hours