2018 Annual Customer Experience Survey. Overview Report

Transcription

1 2018 Annual Customer Experience Survey Overview Report Conducted October 2018 December 2018

2 2018 Annual Customer Experience Survey Overview The following is an overview report of the results from our year-end 2018 Annual Customer Experience Survey. The survey distributed to our customers via , social media, and the website and was available from October through December The survey questions address level of satisfaction and preferences on payment methods, road conditions, communication channels and more. We received 56,399 survey responses that will be used to make the E-470 and ExpressToll customer experience even better. Thank you for your feedback! Survey conducted by: 2018 Annual Customer Experience Survey 2 of 32

3 What is your preferred method of paying your tolls? (May not be applicable.) Paying cash at the ExpressToll Service Center 2.0% License Plate Toll statement - pay by check 1.6% License Plate Toll statement - pay by phone 1.7% License Plate Toll statement - pay online 2.6% License Plate Toll account - registered online with credit card on file 5.4% ExpressToll account - manual payment with check or credit card 9.3% Express Toll account - automatic payment with credit card 77.4% 0 10,000 20,000 30,000 40,000 50, Annual Customer Experience Survey 3 of 32

4 Why do you prefer the payment method indicated in the previous question? I am not aware of the ExpressToll option 1.8% I prefer to speak with a customer service representative when making a payment 3.3% I do not want to pre-pay my tolls 3.4% I do not want to put a credit card on file 4.5% ExpressToll is easy and convenient 87.0% 0 10,000 20,000 30,000 40,000 50,000 Is there another payment method that you would prefer that is not listed above? I am happy with current payment methods 80.9% Paying cash at a local convenience store - such as % PayPal 5.8% Western Union wire transfer 0.3% Pay with an electronic check from my bank account 2.0% Automatic payment from my bank account 5.2% One-time payment from my bank account 2.8% 0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000 50, Annual Customer Experience Survey 4 of 32

5 If you are a License Plate Toll customer instead of an ExpressToll customer, why is that? (Please check all that apply.) I am an ExpressToll customer 90.0% I am not aware of the benefits of ExpressToll (for example: paying the lowest toll rate on all Colorado toll facilities) 4.3% I do not use the road enough to sign up for ExpressToll 3.3% I do not want to pre-pay my tolls 1.6% I do not want to put a credit card on file 1.8% 0 10,000 20,000 30,000 40,000 50,000 How many times a week do you use E-470? (Using E-470 to and from work would count as two times.) 8.9% 8.6% 33.4% 49.1% Never 1-2 Times 3-4 Times 5 Times or More 2018 Annual Customer Experience Survey 5 of 32

6 Please check the section that you have traveled the most in the last 12 months. N/A 5.5% I-70 Mountain Express Lane 2.3% US 36 Express Lanes 6.4% I-25 Express Lanes 7.8% Northwest Parkway 5.9% Between I-25 at Northwest Parkway (Adams County) and I-25 at C- 470 (Douglas County) 3.8% Between I-25 at Northwest Parkway (Adams County) and I % Between I-25 at Northwest Parkway (Adams County) and DIA 13.7% Between Smoky Hill Road and DIA 2.8% Between Smoky Hill Road and I % Between Parker Road and DIA 5.4% Between Parker Road and I % Between I-25 at C-470 (Douglas County) and I-25 at Northwest Parkway (Adams County) 3.0% Between I-25 at C-470 (Douglas County) and DIA 17.4% Between I-25 at C-470 (Douglas County) and I % Between I-25 at C-470 (Douglas County) and Smoky Hill Road 4.9% Between I-25 at C-470 (Douglas County) and Parker Road 9.2% 0 2,000 4,000 6,000 8,000 10,000 12, Annual Customer Experience Survey 6 of 32

7 How satisfied are you with the road conditions of the section of E-470 that you travel the most? Average score: Excellent 68.0% 4 - Above Average 24.6% 3 - Average 6.2% 2 - Below Average 0.8% 1 - Unsatisfactory 0.4% N/A 0% 0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 If you have an ExpressToll account, how satisfied are you with ExpressToll services? Average score: Excellent 67.3% 4 - Above Average 15.4% 3 - Average 4.8% 2 - Below Average 1.1% 1 - Unsatisfactory 0.9% N/A 10.5% 0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40, Annual Customer Experience Survey 7 of 32

8 If you pay your tolls through License Plate Tolling, how satisfied are you with the License Plate Toll services? Average score: Excellent 13.1% 4 - Above Average 4.1% 3 - Average 2.0% 2 - Below Average 0.7% 1 - Unsatisfactory 0.8% N/A 79.3% 0 10,000 20,000 30,000 40,000 50,000 In the next few questions, please think about your experiences as an E-470 customer and rate the following statements. First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you. SATISFACTION SCALE IMPORTANCE SCALE 5 Very Satisfied 5 Very Important 1 Very Dissatisfied 1 Very Unimportant N/A No Experience N/A Not Applicable 2018 Annual Customer Experience Survey 8 of 32

9 Overall, I am satisfied with the value that I receive from using / driving E-470. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.18, Average importance score: ,000 30, % 55.4% 25,000 20,000 15,000 10,000 5, % 21.8% 13.6% 11.8% 8.4% 8.5% 5.1% 2.2% 0.7% 1.8% N/A Satisfaction Importance The sections of E-470 that I travel are well maintained with smooth pavement. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.65, Average importance score: ,000 35, % 65.2% 30,000 25,000 20,000 15,000 10,000 5, % 18.3% 11.0% 8.4% 4.2% 4.5% 0.4% 0.3% 0.9% 0.7% N/A Satisfaction Importance 2018 Annual Customer Experience Survey 9 of 32

10 The landscaping / aesthetics / general appearance of E-470 is well maintained. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.40, Average importance score: ,000 30, % 25,000 20,000 15,000 10,000 5, % 29.0% 25.8% 20.6% 11.6% 9.3% 8.8% 10.1% 4.2% 0.5% 1.5% N/A Satisfaction Importance E-470 is clean and free of debris. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.66, Average importance score: , % 35, % 30,000 25,000 20,000 15,000 10,000 5, % 20.8% 10.8% 8.6% 6.5% 4.0% 0.3% 0.5% 0.7% 1.4% N/A Satisfaction Importance 2018 Annual Customer Experience Survey 10 of 32

11 E-470 road signage is well maintained and easy to read. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.63, Average importance score: ,000 35,000 30,000 25,000 20,000 15,000 10,000 5, % 20.5% 17.9% 10.6% 8.4% 4.9% 5.1% 0.3% 0.4% 0.9% 0.9% N/A % Satisfaction Importance If I were stranded on E-470, I would feel confident that the E-470 Roadside Assistance team (a free service to assist stranded motorists) would respond quickly. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.43, Average importance score: ,000 30, % 55.3% 25,000 20,000 15,000 10, % 13.3% 14.0% 32.2% 5, % 5.4% 0.5% 0.6% 1.2% 1.2% N/A Satisfaction Importance 2018 Annual Customer Experience Survey 11 of 32

12 I feel safe when traveling on E-470. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.64, Average importance score: ,000 40,000 35, % 71.1% 30,000 25,000 20,000 15,000 10,000 5, % 13.2% 9.7% 11.2% 4.6% 3.5% 0.3% 0.4% 0.7% 0.7% N/A Satisfaction Importance The signage and warning signals provided to alert drivers to construction work zone areas are effective. (In general.) (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.52, Average importance score: ,000 35,000 30, % 61.8% 25,000 20,000 15,000 10, % 13.1% 24.0% 19.0% 5, % 5.1% 0.4% 0.3% 1.0% 0.7% N/A Satisfaction Importance 2018 Annual Customer Experience Survey 12 of 32

13 E-470 cares about their customers. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.42, Average importance score: , % 30, % 25,000 20,000 15,000 10,000 5, % 20.3% 14.2% 13.3% 8.3% 6.6% 1.1% 0.5% 1.9% 1.2% N/A Satisfaction Importance During winter, E-470 is kept free of snow. (First, rate your satisfaction with your experience as a customer. Next, indicate how important this experience is to you.) Average satisfaction score: 4.55, Average importance score: ,000 40, % 35,000 30,000 25,000 20,000 15,000 10,000 5, % 25.1% 21.8% 17.7% 10.7% 4.5% 0.3% 0.2% 0.6% 2.2% 0.3% N/A Satisfaction Importance 2018 Annual Customer Experience Survey 13 of 32

14 Where do you typically get information regarding E-470? ExpressToll or License Plate Toll statement 22.0% Advertisements 1.3% Social media channels (LinkedIn, Twitter, Facebook or YouTube) 4.2% E-470 Newsletter 23.4% Asking questions in an to the ExpressToll Service Center 2.5% Visiting the ExpressToll Service Center 1.1% Speaking to an ExpressToll customer service representative 3.9% Local news media 9.4% Website 32.3% 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 20,000 What is the best way for E-470 to keep you informed? Website 10.2% Mailed correspondence 2.0% Phone calls 0.2% Text message 10.0% 52.1% Social media channels (LinkedIn, Twitter, Facebook or YouTube) 3.7% E-470 Newsletter 21.8% 0 5,000 10,000 15,000 20,000 25,000 30,000 35, Annual Customer Experience Survey 14 of 32

15 How satisfied are you with E-470 s construction updates? (In general.) Average score: Excellent 38.1% 4 - Above Average 38.3% 3 - Average 20.2% 2 - Below Average 2.4% 1 - Unsatisfactory 1.0% N/A 0.0% 0 5,000 10,000 15,000 20,000 25,000 How satisfied are you with ExpressToll Contests / Promotions? Average score: Excellent 31.0% 4 - Above Average 28.3% 3 - Average 30.9% 2 - Below Average 7.0% 1 - Unsatisfactory 2.9% N/A 0.0% 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 20, Annual Customer Experience Survey 15 of 32

16 How satisfied are you with E-470 s Safety Campaigns? Average score: Excellent 38.8% 4 - Above Average 31.6% 3 - Average 26.0% 2 - Below Average 2.6% 1 Unsatisfactory 1.0% N/A 0.0% 0 5,000 10,000 15,000 20,000 25,000 How satisfied are you with how to pay your tolls? Average score: Excellent 61.7% 4 - Above Average 24.9% 3 - Average 9.9% 2 - Below Average 2.2% 1 - Unsatisfactory 1.3% N/A 0.0% 0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40, Annual Customer Experience Survey 16 of 32

17 How satisfied are you with the communication provided regarding CDOT s Express Lanes? Average score: Excellent 28.1% 4 - Above Average 24.3% 3 - Average 16.2% 2 - Below Average 4.7% 1 - Unsatisfactory 2.0% N/A 24.7% 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 How satisfied are you with the website? Average score: , % 20,000 15,000 10, % 11.9% 26.2% 5, % 2.3% N/A 1 - Unsatisfactory 2 - Below Average 3 - Average 4 - Above Average 5 - Excellent 2018 Annual Customer Experience Survey 17 of 32

18 How satisfied are you with the website? Average score: ,000 20, % 30.0% 15,000 10, % 21.8% 5, % 1.7% N/A 1 - Unsatisfactory 2 - Below Average 3 - Average 4 - Above Average 5 - Excellent E-470 implemented an interactive toll calculator in 2016 based on customer feedback. Please rate your level of satisfaction with this new tool located on Average score: Excellent 36.4% 4 - Above Average 28.9% 3 - Average 28.9% 2 - Below Average 3.3% 1 - Unsatisfactory 2.4% N/A 0.0% 0 5,000 10,000 15,000 20,000 25, Annual Customer Experience Survey 18 of 32

19 When communicating with E-470, what is your first step? I have never needed to contact E % Use social media (Facebook, Twitter, LinkedIn) 0.9% Send an to customerservice@expresstoll.com 5.2% Go to % Call the ExpressToll Service Center 30.0% 0 5,000 10,000 15,000 20,000 25,000 30,000 If you have recently called in to our ExpressToll Service Center, what was the reason? Have not contacted the ExpressToll Service Center 52.3% Rental vehicle 0.8% Web help 0.9% Open an account 2.8% New transponder 10.5% Update information on ExpressToll account 20.0% Toll Payment 12.7% 0 5,000 10,000 15,000 20,000 25,000 30,000 35, Annual Customer Experience Survey 19 of 32

20 If you have visited the website, for what reason(s) did you visit (You may select more than one.) I have never visited the website 8.9% Obtain information on tolling 7.0% To access the road advisories page To find information on contests/promotions 2.5% 2.2% To make changes to my License Plate Toll account 6.3% To check and/or calculate toll rates 7.9% To add a rental car to my ExpressToll account 1.7% To add or change a vehicle on my ExpressToll account To update the credit card on my ExpressToll account 20.5% 21.3% To access ExpressToll Rewards 2.3% To make a payment 19.4% 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 20,000 When using are you able to find what you need and navigate through the site easily? 13.8% 10.4% 75.7% Yes, easy to access the information I need I have never visited the website No, I have difficulty finding the information I need 2018 Annual Customer Experience Survey 20 of 32

21 If you answered no to the previous question, please indicate which items created the biggest challenge for you. I did not experience any issues 73.7% Adding/updating a credit card on my account 4.6% Adding/updating a vehicle on my account 6.0% Logging in to my account 5.2% Paying my License Plate Toll statement 3.3% Opening an ExpressToll account 2.1% Calculating my tolls 5.1% 0 5,000 10,000 15,000 20,000 25,000 30,000 What technological improvements would you like E-470 to consider to improve your experience as a customer? 25.1% 24.9% 25.1% 24.9% Smartphone (iphone or Droid) application Web chat features Improved service center phone options Other (Provide suggestions in next question) 2018 Annual Customer Experience Survey 21 of 32

22 Did you know that your ExpressToll account will work on all Colorado HOV and Express Lanes, such as I-25, US 36 and the I-70 Mountain Express Lane? 28.2% 71.8% Yes No Did you know E-470 is financed by tolls and receives no state or federal funds? 31.8% 68.2% Yes No 2018 Annual Customer Experience Survey 22 of 32

23 Did you know that E-470 is owned and governed by a group of eight local governments in Colorado? 35.8% 64.2% Yes No Did you know that E-470 now offers two fast charging electric vehicle stations at the ExpressToll Service Center off of E-470 and 6th Parkway that are free to its customers? 13.5% 86.5% Yes No 2018 Annual Customer Experience Survey 23 of 32

24 Which of the following best describes the reason you use E-470? 40,000 35, % 30,000 25,000 20,000 15,000 10, % 5, % 4.4% Reliable Safe Convenient Value Saves time 0.7% If you have been helped by E-470 Roadside Assistance personnel, please rate your satisfaction with Roadside Assistance s service. Average score: % % % % % N/A 92.70% 0 10,000 20,000 30,000 40,000 50,000 60, Annual Customer Experience Survey 24 of 32

25 Which toll plazas do you pass most frequently? Plaza E (between US85 and I-25 in Adams County) 16.4% Plaza D (between DIA and I-76) 16.7% Plaza C (between I-70 and DIA) 25.1% Plaza B (between Smoky Hill Rd and I-70) 14.2% Plaza A (between Parker Rd and I-25 in Douglas County) 27.6% 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 What services would you like offered at the Plazas? 25,000 20, % 15,000 10, % 16.3% 22.2% 5,000 0 Cell phone/rest area Gasoline Food/Coffee Convenience Store 2018 Annual Customer Experience Survey 25 of 32

26 If the services from the previous question were offered, how likely would you take advantage of these services on a regular basis? 25, % 20,000 15,000 10, % 26.6% 5, % 0 Unlikely Somewhat Likely Likely Very Likely Where have you recently seen/heard an E-470 and/or ExpressToll advertisement? Social media (Facebook, Twitter or YouTube) 4.1% Online advertisement 2.6% Electronic road sign 19.2% % DIA signage 10.2% Radio 6.6% Television 7.9% 34.9% 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 20, Annual Customer Experience Survey 26 of 32

27 What contest / promotional prizes would be most appealing to you? Gas card 7.4% Visa gift card 19.1% Concert tickets 0.9% Sporting event tickets 1.7% Airline credit 4.0% Free toll credits 67.0% 0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 Did the most recent advertisement you saw make you think about choosing E-470? 30.8% 69.2% Yes No 2018 Annual Customer Experience Survey 27 of 32

28 Please rate your satisfaction with the most recent E-470/ExpressToll advertisement you saw/heard. Average score: Excellent 35.4% 4 - Above Average 25.7% 3 - Average 32.9% 2 - Below Average 3.9% 1 - Unsatisfactory 2.0% N/A 0.0% 0 5,000 10,000 15,000 20,000 25,000 What Denver radio station do you listen to most often? None of the above 42.7% KBCO % KS The Mountain Alice Mix100 KIMN The Fan 95.7 The Party Comedy % 4.3% 4.7% 2.1% 3.8% 3.0% 2.5% 850 KOA 10.1% KOSI % 98.5 KYGO 7.3% KOOL The Wolf 3.6% 3.2% 0 5,000 10,000 15,000 20,000 25, Annual Customer Experience Survey 28 of 32

29 What Denver news station do you view most often? None of the above 30.5% FOX % ABC7 7.0% CW2 2.1% CBS4 8.4% 9News 38.9% 0 5,000 10,000 15,000 20,000 25,000 Please select your gender. 47.2% 52.8% Female Male 2018 Annual Customer Experience Survey 29 of 32

30 Please select your highest level of education. Masters Degree or higher 29.7% Bachelors Degree 36.2% Associates Degree 9.4% Some College 18.6% High School 6.1% 0 5,000 10,000 15,000 20,000 25,000 Please select your age. 16,000 14, % 12, % 21.8% 10,000 8,000 6, % 15.7% 4,000 2, % 0 Under Over Annual Customer Experience Survey 30 of 32

31 How likely is it that you would recommend ExpressToll to a friend or colleague? 10 - Very Likely 49.9% % % 7 8.9% 6 4.5% 5 4.8% 4 1.1% 3 0.9% 2 0.6% 1 0.4% 0 - Not at all Likely 0.8% 0 5,000 10,000 15,000 20,000 25,000 30, Annual Customer Experience Survey 31 of 32

32 The following Gap Analysis interprets data from the questions that ask to rate satisfaction with your experience as a customer and indicate how important this experience is to you. This analysis ranks what customers indicate is most important, ranks what customers are most satisfied with, and compares satisfaction versus importance. QUESTION IMPORTANCE RANK SATISFACTION RANK IMPORTANCE SCORE SATISFACTION SCORE GAP SCORE GAP RANK I feel safe when traveling on E E-470 is clean and free of debris E-470 road signage is well maintained and easy to read. During winter, E-470 is kept free of snow. The sections of E-470 that I travel are well maintained with smooth pavement. The signage and warning signals provided to alert drivers to construction work zone areas are effective. (In general) E-470 cares about their customers If I were stranded on the E-470, I would feel confident that the E-470 Roadside Assistance team (a free service to assist stranded motorists) would respond quickly. The landscaping / aesthetics / general appearance of E-470 is well maintained. Overall, I am satisfied with the value that I receive from using / driving E Annual Customer Experience Survey 32 of 32