Improving Muni Customer Service feedback

Staff from the Transit and Muni Customer Service (MCS) divisions of San Francisco Municipal Transportation Agency (SFMTA) embarked on a journey to improve the process by which it responds to employee-related feedback.

Over a series of four rapid improvement meetings, the project team improved the process by:

  • Creating standard guidelines for processing key types of feedback
  • Ensuring all information necessary to resolve a complaint is collected from the customer at intake
  • Creating templates to make it easier for MCS employees to respond quickly to the most frequent types of complaints
  • Developing criteria to identify priority video pulls that are critical to investigations 
  • Selecting metrics for a new weekly reporting dashboard to monitor performance 

Read the entire project at