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Institute for Transportation

InTrans|ITS4US Performance Measure 14

ITS4US Performance Measure 14

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PM-14: Complaints and Customer Satisfaction

Description: This performance measure refers to the reduction in the number of valid complaints recorded by HIRTA and satisfaction with driver/HIRTA related to medical transportation needs.

Target:

  • Up to 25% reduction in the number of valid complaints during evaluation period or achieve a target of no more than 5 valid complaints per month

Data source: HIRTA

Update frequency: Biannual

Graphic showing as a bar chart HIRTA customer complaints during the past 13 months (April 2025–April 2026), and a table indicating the numbers as well, for both HIRTA overall and Health Connector in particular, with the numbers showing a peak of 5 complaints about HIRTA overall in January 2026 but otherwise within 1–4 complaints about HIRTA overall and between 0 and 2 complaints about Health Connector in particular over the 13 months, with 3 complaints about HIRTA overall and 0 complaints about Health Connector in April 2026

Updated: April 2026

Performance measure dashboard

Click on the below buttons to be taken to the page for each performance measure.

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