IMPROVE CUSTOMER EXPERIENCE

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We are committed to providing our customers with safe and clean facilities, including clearing the road of snow and ice in the winter, providing quality concessions and cleanliness at service plazas. We periodically measure customer satisfaction through surveys. This data is measured by the following key results

MAINTAIN OVERALL TRAFFIC FREE-FLOW GREATER THAN OR EQUAL TO 99.5%

- Free-flowing traffic percentage year-to-date indicates amount of time customers encounter no delays on the Ohio Turnpike.

CLEAR SNOW EVENTS IN LESS THAN 60 MINUTES

- The current level of service expected to be met for Ohio Turnpike customers is to maintain a traversable pavement at all times consistent with storm conditions, and to strive to have the pavement in a wet-only condition within one hour of storm cessation. The pavement is defined as the roadway portion between the yellow and white edge lines. Wet-only condition means there is no frozen precipitation on that pavement.

*N/A - Data for snow and ice events is not applicable during the summer months

DECREASE REMOTE CUSTOMER INTERVENTION RATE (ENTRANCE & EXIT LANES)

- Remote Customer Intervention Rate - Entrance (0.5%) & Exit Lanes (1.0%) at the six unstaffed Toll Plazas. Note: The Customer Intervention Rate measures the percentage of customer transactions requiring remote assistance from toll personnel as a percentage of total transactions at unstaffed toll locations.

With the upgrade of the Toll Collection System (TCS) we are experiencing an increase in customer interventions. We anticipate a decrease in customer interventions upon implementation of the new system.

DEVELOP AND LAUNCH A SHORT CUSTOMER SATISFACTION SURVEY IN FIRST QUARTER

- Final preparations are underway and survey is scheduled to launch soon 

CAPTURE AND REPORT CUSTOMER-FOCUSED CSC METRICS

- Completed. Data will be available second quarter.

LAUNCH IVR CALL CENTER

- Completed. Data will be available second quarter.