IMPROVE CUSTOMER EXPERIENCE


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 AND ICE 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

DEVELOP AND LAUNCH A CUSTOMER SATISFACTION SURVEY

- In process to send out and results should be available mid-November.

CAPTURE AND REPORT CUSTOMER-FOCUSED CSC METRICS

- Completed. Data will be available mid-January.

LAUNCH IVR CALL CENTER

- Completed. Data will be available mid-January.