Which metrics are used to evaluate CTA's performance?

Customer satisfaction surveys are a primary metric used to evaluate the performance of the Chicago Transit Authority (CTA) because they provide direct feedback from the riders who use the transit system. These surveys help the CTA understand the public’s perception of the services provided, including factors such as cleanliness, safety, reliability, and overall satisfaction with the transit experience. By analyzing responses from these surveys, the CTA can identify areas for improvement and make data-driven decisions to enhance service quality. This focus on customer experience is essential for increasing ridership and ensuring that the transit system meets the needs of the community.

While metrics like employee performance reviews, advertising revenue analysis, and fuel consumption statistics are important for internal assessments or operational efficiency, they do not directly address the rider's perspective as effectively as customer satisfaction surveys do. Hence, those metrics are secondary in evaluating the overall performance of the CTA from the riders' viewpoint.