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 (January 2017):

In January, did not meet the Target; the actual being 19.56%.


  1. Encourage subscription trips to reduce reservation call volume
  2. Recommend customer use of the IVR system and website for trip monitoring and cancellations
  3. Recommend customer calls during non-peak hours