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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.

Targets:

  • 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 (November 2024–November 2025), and a table indicating the numbers as well, for both HIRTA overall and Health Connector in particular, with the numbers showing a peak of 8 complaints about HIRTA overall in January 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 no complaints in October and November 2025; text also indicates that HIRTA changed its operating hours in July 2025, which accounted for half of the complaints in August (when there were 4 and 2, respectively, for HIRTA overall and Health Connector)

Updated: November 2025

Performance measure dashboard

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

PM-1    PM-2    PM-3    PM-4    PM-5    PM-6    PM-8    PM-9    PM-11    PM-12    PM-14    PM-15    PM-16    PM-19    PM-20    PM-21    PM-22    PM-23

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