Brian Smith | Interim Chief Communications Officer

Monthly Customer Service Phone Stats

Complaints per 100,000 Boardings
Month FY2011 FY2012
Jul 22 38
Aug 18 44
Sep 19 32
Oct 18 33
Nov 20 42
Dec 15 26
Jan 16  
Feb 25  
Mar 27  
Apr 37  
May 34  
Jun 42  
Abandoned Call Rate
Month FY2011 FY2012
Jul   .22%
Aug   .22%
Sep   .22%
Oct   .20%
Nov .15% 4%
Dec 314% 3.48%
Jan .16%  
Feb .18%  
Mar .17%  
Apr .17%  
May .21%  
Jun .24%  
Call Center Inbound Calls
Month FY2011 FY2012
Jul   80,095
Aug   98,759
Sep   90,048
Oct   91,615
Nov 75,838 81,928
Dec 83,589 47,671
Jan 79,276  
Feb 79,276  
Mar 82,655  
Apr 81,387  
May 83,223  
Jun 85,370  

Updated: January 2012