REF: KPIs for Passenger Transportation Businesses!

KEY PERFORMANCE INDICATORS 
to assist in assessing the performance of
PASSENGER TRANSPORTATION BUSINESSES:


No.of on-time arrivals / cancelled trips:

• provide indication of the efficiency of service provided.

Turnaround time:

• provide indication of the efficiency of service provided.
• (aviation industry) indicates efficiency of baggage handling, aircraft refueling and cleanings, passenger boarding.

Complaints of customer dissatisfaction:

• provide indication of the efficiency of service provided.

No. of accidents:

• safety and accident records give an indication of the reliability and safety afforded to passengers;
• passenger safety is of paramount importance to all passenger transportation businesses.

Accessibility of services - location of pick-up / drop-off points:

• provide indication of the flexibility of service delivery provided.

Physical condition - comfort, cleanliness, age of fleets:

• provide indication of the level of service quality provided.

Fuel emission levels of vehicles:

• provide indication of the extent of 'social responsibility'.

Staff-related measures - revenue generated per employee, operating costs per employee:

• provide indication of financial and operational efficiency

Source: ACCA P5 suggested answers for past year exam