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 (October 2016):

In October, did not meet the Target; the actual being 225 seconds, - an improvement of 381 seconds compared to that in October 2015.


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