Annual Customer Service Report Shows Reduced Wait Times
The Transportation Corridor Agencies’ (TCA) Annual Customer Service Report for Fiscal Year 2022 (FY22) reported an overall customer satisfaction rate of 4.5 out of 5, reflecting customers’ positive experience and achieving the Boards’ goal of attaining a 4.5 out of 5 rating.
While the customer satisfaction rate held steady from FY21 through FY22, the average wait time was just two minutes and 34 seconds – a decrease of 40 seconds from the previous fiscal year – proving TCA’s commitment to customer service and providing a quality customer experience.
Staff produces the Annual Customer Service Report to share key performance indicators related to customer service feedback and contractor performance.
TCA Partnership with PayNearMe Continues to Increase Customer Convenience
Drivers of The Toll Roads have even more options to pay tolls, violations and/or replenish FasTrak® accounts. Drivers can now conduct transactions at participating Walgreens locations nationwide. Walgreens – one of America’s largest store chains – joins a list of popular and convenient retailers where The Toll Roads accept payments through their partnership with cash payment network provider PayNearMe. The list includes 7-Eleven, CVS Pharmacy, Family Dollar, Walmart and more.
Since January 2021, more than 305,000 payments have been made using PayNearMe. According to a recent case study, drivers from all 50 states and most Canadian provinces have used PayNearMe to make a Toll Roads payment at more than 5,000 locations.
PayNearMe transactions have increased by more than 500% since the implementation of QR (Quick Response) codes, which provide even more customer convenience, significantly reducing credit card transaction fees paid by TCA.
Fiscal Year 2022 Accomplishments Highlighted in New Report
Last week, the Agencies debuted their Year in Review publication that offers a glance at highlights from FY22.
The FY22 Year in Review illustrates how TCA contributes to Orange County’s vibrant economy and quality of life through its commitment to enhancing mobility, safety and innovation.
The online Year in Review focuses on highlights of the year, including:
- Adoption of inaugural Strategic Plan
- Reaching 2 million FasTrak accounts
- The 25th anniversary of State Route 73
- San Joaquin Hills Transportation Corridor Agency (SJHTCA) bond refunding
Read the interactive FY22 Year in Review at TheTollRoads.com
