Key Performance Indicators

Mobility Reservation Average Call Wait Time (in seconds)

Definition: Measures the average time a customer must wait in queue while making a Mobility reservation.

Performance (November 2016):

In November, met the Target; the actual being 109 seconds - an improvement of 800 seconds 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