Measure the service lifecycle
Start with scheduled, assigned, arrived, onboard and completed statuses. These show where a trip progressed and where follow-up may be needed.
Track exceptions with context
A cancellation, no-show or delay should include an agreed reason and timestamp. Counts alone can mislead; the pattern by route, stop and time window is what supports action.
Connect metrics to decisions
Review boarding duration, wheelchair-position demand, recurring exceptions and documentation completeness. Each measure should answer a practical question about schedule, capacity, communication or billing.