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Customer Service Snapshot

The Toll Roads' Quarterly Customer Interaction Feedback Snapshot
 

Customer Interaction Feedback - FY20

Customer Service Performance - FY20

 

TCA produces quarterly and annual infographics highlighting customer interaction feedback collected via phone surveys offered at the end of every call with a Customer Service Representative.
 
This infographic is the most recent and is for Fiscal Year 2020. Following is the content conveyed:
 
Customer Interaction Feedback – Overall customer satisfaction was rated at a 4.5 out of 5, reflecting customers’ positive experience and achieving staff’s goal of attaining at least 4.5 out of 5.
 
Response Rate – More than 38,000 surveys were completed in FY20.
 
Net Promoter Score (NPS) – The NPS for FY20 was calculated at 66. According to global NPS standards, an NPS score of 50 or greater is “Excellent.” This NPS score continues to demonstrate the high level of customer loyalty that exists among users of The Toll Roads.
 
Cash Payment Network – Launched in the second quarter of FY19, PayNearMe is TCA’s cash payment network provider that allows customers to pay their toll as a first-time violator, or to pay a violation without a waiver at any 7-Eleven location. In the fourth quarter of FY20, the program was expanded enabling customers to also use the Pay Toll Now feature and replenish their accounts using the cash payment network. It was also expanded to include all CVS locations. Use of the PayNearMe payment option continues to increase with 25,864 payments totaling $484,414 made in FY20.
 
Account Management – While website usage declined (-3%), the percentage of customers choosing to speak to a CSR has increased (+3%) for account management functions. Use of the mobile app remained at 16 percent.
 
Performance Objectives – In FY20, TCA’s Call Center received more than two million incoming calls. About half requested to speak with a customer service representative and about half used the automated phone service. The average hold time was one minute and eight seconds.
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