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71 On-Time Performance by Tenure On-Time 90.00% # Runs Tenure Performance 95 <3 74.48% On-Time Performance 85.00% 21 3-5 83.60% 111 6-12 82.62% 80.00% 173 13-24 85.98% 192 25-60 86.20% 75.00% 106 61+ 87.40% 70.00% Total Runs: 698 65.00% <3 3-5 6-12 13-24 25-60 61+ Tenure in Months Figure 6-9. On-time performance by operator tenure in months, all weekday runs LYNX ADA paratransit service, April 19­25, 2009. For the "Weekday Medium" runs, which were the largest by comparing the date of hire to the date of the complaint. number of similar type runs, the difference in performance was Complaint rates were then calculated by comparing the num- even more pronounced. Operators with less than 3 months ber of complaints in each tenure grouping to the number of experience were on-time for only 77.36% of all trips. Operators operators in each group. The ratios of complaints per opera- with 3­5 months of experience performed slightly better with tor per month were then compared for each tenure group. 80.15% of all trips on-time. With 6 to 12 months of experience, operators achieved 84.31% on-time performance. This then Complaint Rate Results--DART, Dallas, TX capped out at between 86.02% and 86.24% for operators with more than 1 year of experience. Six months of complaint data, from September 2008 through February 2009 was used for the analysis in Dallas, TX. A total of 459 operator-related complaints were analyzed. Impacts of Tenure on Complaints Figure 6-11 and Table 6-3 show the results of this analysis. Methodology As shown in Table 6-3, the rate of complaints increased with operator tenure. Only 7% of the operators with less than A second measure of service quality that was analyzed was 3 months of experience had complaints, and the rate for this operator-related complaints. At each system, several months group was only 0.03 complaints per operator per month. of complaint data was reviewed. Complaints that were Operators with 3­5 months experience had a complaint rate "operator-related" were selected. This included complaints between 0.12 and 0.17 complaints per operator per month. such as improper assistance provided, rude conduct, unsafe Operators with 1 to 5 years of experience had a complaint rate driving, etc. between 0.19 and 0.27 complaints per month. And operators For each complaint, the operator was identified. The oper- with more than 5 years of experience had complaint rates of ator's tenure at the time of the complaint was then calculated 0.21 complaints per operator per month. On-Time Performance by Tenure On-Time 88.00% # Runs Tenure Performance On-Time Performance 86.00% 75 <3 77.36% 84.00% 13 3-5 80.15% 54 6-12 84.31% 82.00% 71 13-24 86.02% 80.00% 109 25-60 86.65% 78.00% 74 61+ 86.24% 76.00% 74.00% Total Runs: 396 72.00% <3 3-5 6-12 13-24 25-60 61+ Tenure in Months Figure 6-10. On-time performance by operator tenure in months, weekday medium runs, LYNX ADA paratransit service, April 19­25, 2009.