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Survey results show you're satisfied with SunPass
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Thanks for your feedback!Survey results show you're satisfied with SunPass
You responded and we heard you! The responses to last year's initial Customer Satisfaction Survey provided Florida's Turnpike and the Florida Department of Transportation with a great deal of valuable feedback. For example, survey results show 92 percent of you would recommend Florida's Turnpike system to family or friends, and 88 percent are satisfied with the value you receive from the SunPass program. However, we're not content to rest on those satisfaction figures. Action plans have been developed to address many of the issues brought up in the survey to improve customer service even further.
The survey, sent out last August to every active SunPass customer across the state, measured satisfaction about road conditions, service plazas, toll plazas and SunPass operations. More than 34,000 of you responded!
Favorable road conditions
Overall, 86 percent or eight out of 10 SunPass customers surveyed rated road conditions favorable, agreeing that Florida's Turnpike roadways are well maintained. However, only 46 percent said they were satisfied with the amount of time it takes to clear an accident from the roadway. As a result, Florida's Turnpike is developing a program to clear accidents and assist disabled vehicles within 90 minutes. Road Rangers are called out now by the Florida Highway Patrol (FHP) to assist with clearing accidents and debris from the roadways.
Service plaza safety
Seven out of 10 surveyed (76 percent) are satisfied with the level of service provided at Florida's Turnpike Service Plazas. However, only 63 percent agree the level of security provided at service plazas is sufficient. Did you know FHP Troop K officers are the official and preferred law enforcement troop for Florida's Turnpike? FHP officers are stationed inside all service plazas during night time hours, to provide a high level of safety and security to all of our customers in our service plazas.
More SunPass lanes
Survey results show seven out of 10 (73 percent) of SunPass customers agree they are treated as valued customers at toll plazas. In addition, 94 percent of you feel you save time using SunPass compared to paying cash for tolls. Moreover, 95 percent say they would recommend SunPass to family and friends. However, the most frequent comment received was a request for additional SunPass lanes. Over the next two years, Florida's Turnpike will be doubling the number of SunPass-only lanes to more than 200 statewide through the "SunPass Challenge" initiative. In addition, new SunPass "express lanes" and SunPass-only ramps will be added at select toll plazas along Florida's Turnpike to make driving even more convenient for SunPass customers.
Customer-focused plans
The survey will continue to be conducted annually and the results reviewed to create initiatives and develop action plans that ensure your overall satisfaction. Keep an eye out for our next Customer Satisfaction Survey. Your feedback is very valuable and your comments will help us achieve our primary goal of providing outstanding service for all of our customers.
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