About this Dataset

MTA NYCT Customer Engagement Statistics: 2017-2022

This dataset provided statistics and performance metrics about the volume and responsiveness in engaging with customers via several customer engagement channels. Data was provided for New York City Transit Subway and Bus customer engagement and customer service teams between May 2017 and May 2022.
Organization: State of New York
Last updated: 2022-09-29T21:13:06.938443
Tags: bus, call-center, customer-engagement, customer-service, customers, new-york-city-transit, nyct, responses, service-status, subway

Tables

Table 1

@usgov.state_of_new_york_mta_customer_engagement_statistics_b_2da0cc1f.table_1

26.43 kB
61 rows
23 columns

CREATE TABLE table_1 (
  "month" TIMESTAMP,
  "month_of_year" BIGINT,
  "year" BIGINT,
  "agency" VARCHAR,
  "total_incoming_calls" BIGINT,
  "calls_answered" BIGINT,
  "calls_answered_rate" DOUBLE,
  "total_wait_time_min" BIGINT  -- Total Wait Time (min),
  "avg_time_to_answer_s" BIGINT  -- Avg Time To Answer (s),
  "help_point_activations" BIGINT,
  "help_point_total_wait_time_min" BIGINT  -- Help Point Total Wait Time (min),
  "help_point_avg_time_to_answer_s" DOUBLE  -- Help Point Avg Time To Answer (s),
  "social_media_mentions" BIGINT,
  "social_media_responses_sent" BIGINT,
  "social_media_customer_satisfaction_score" DOUBLE,
  "written_feedback_received" BIGINT,
  "written_responses_sent" BIGINT,
  "alerts_and_service_notices_web" BIGINT  -- Alerts And Service Notices: Web,
  "alerts_and_service_notices_twitter" BIGINT  -- Alerts And Service Notices: Twitter,
  "alerts_and_service_notices_displays" BIGINT  -- Alerts And Service Notices: Displays,
  "alerts_and_service_notices_service_email_text_alerts" BIGINT  -- Alerts And Service Notices: Service Email / Text Alerts,
  "alerts_and_service_notices_elevator_escalator_status_e_48dec4b1" DOUBLE  -- Alerts And Service Notices: Elevator / Escalator Status Email / Text Alerts,
  "alerts_and_service_notices_posters" DOUBLE  -- Alerts And Service Notices: Posters
);