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 (November 2016):

In November, met the Target; the actual being 4.53% - an improvement of 19.34% compared to that in November 2015.


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