New York City Transit has established a customer-oriented bus performance indicator program. The program contains two schedule adherence indicators—en route on-time performance and service regularity—that measure different aspects of service performance experienced by the customer. The indicators and analysis methodologies are described in detail. What do these indicators really measure? And what types of further analysis can be performed using the underlying data? These are some of the issues addressed. Recommendations are made for adding a third indicator to the performance indicator program.
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