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MTA New York City Transit tracked its customer engagement volume and responsiveness across multiple channels from May 2017 to May 2022. The dataset includes metrics such as Social Media Responses Sent, Help Point Activations, and Calls Answered Rate, sourced from the agency's customer service teams. Data was published by data.ny.gov and last updated in July 2024.
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| # | Column Name |
|---|---|
| 1 | Year |
| 2 | Month |
| 3 | Social Media Responses Sent |
| 4 | Agency |
| 5 | Alerts and Service Notices: Posters |
| 6 | Alerts and Service Notices: Elevator / Escalator status email / text alerts |
| 7 | Alerts and Service Notices: Service email / text alerts |
| 8 |
| Alerts and Service Notices: Displays |
| 9 | Alerts and Service Notices: Twitter |
| 10 | Alerts and Service Notices: Web |
| 11 | Written Responses Sent |
| 12 | Written Feedback Received |
| 13 | Social Media Customer Satisfaction Score |
| 14 | Social Media Mentions |
| 15 | Help Point Avg Time to Answer (s) |
| 16 | Help Point Total Wait Time (min) |
| 17 | Help Point Activations |
| 18 | Avg Time to Answer (s) |
| 19 | Total Wait Time (min) |
| 20 | Calls Answered Rate |
| 21 | Calls Answered |
| 22 | Total Incoming Calls |
| 23 | Month of Year |