The Toll Roads’ Customer Service Shines

The Toll Roads are committed to putting customers’ needs first, now more than ever. Drivers have responded to this superior service by giving high marks to The Toll Roads in customer satisfaction surveys for Fiscal Year 2020 (FY20).

Customer Service Representatives fielded more than one million calls during the year with a stellar average wait time of just one minute, eight seconds. This is an improvement over last year’s strong performance. 

Customers who spoke with a Toll Roads’ representative gave an overall satisfaction score of 4.5 out of 5, with even higher marks in key categories. Customers said that the Customer Service Representative they spoke with listened and demonstrated an understanding of their question/request (score of 4.73) and that they were very satisfied (4.71 out of 5) with the representative’s ability to answer questions about products and services. 

The Toll Roads solicit feedback from every customer who calls by offering the option of a short survey at the end of each call. 

“I’m so proud to see the hard work of our Customer Service Representatives reflected in these annual results,” said Interim Director of Customer Service Alex Leyva. “The team has gone above and beyond to provide superior customer service, even as we faced the challenge of moving our operations to a remote model due to COVID-19.”

In addition to these outstanding customer service results, The Toll Roads also welcomed 206,000 new accounts in FY20. 

“The strong customer growth we enjoyed this year shows that The Toll Roads continue to meet the mobility needs of drivers, no matter what the circumstances,” Interim Chief Executive Officer Samuel Johnson said.  

The Toll Roads offer an array of options for customers.  Drivers can find answers to frequently asked questions, pay tolls, resolve violations and manage their account online at thetollroads.com or by downloading The Toll Roads App from the App Store or Google Play. 

In addition, the PayNearMe option offers a convenient option by allowing customers to pay tolls, resolve violations and replenish prepaid FasTrak® accounts with cash at participating 7-Eleven and CVS Pharmacy locations. Details about PayNearMe are available here.