Voice of the Driver (VoD)
According to a study done by the Harvard Health Watch, the average American spends 101 minutes per day driving. That means the average person will spend 4.3 years of their life behind the wheel of a car. In that time, they will drive 798,000 miles, which is approximately the distance it would take to drive to the moon and back … and back one more time.
When it comes to improving the driving experience on your toll way, there is no one more qualified to help than your customers themselves. They show up each and every day. They are invested. They have experience. They want to be heard. All you have to do is listen. That’s where we come in. With Proponisi’s Mystery Driver Program, you can leverage the most valuable asset at your disposal – your customers.
While most mystery programs rely on "hired" customers that may not be fully committed to your industry or customer base, this program allows actual customers to be part of the process. This fosters an environment where loyal customers have a personal investment in the success and value of the program.
Each month, a number of customers are chosen at random to participate in daily surveys regarding their normal commute on the tollway. Selected drivers receive information about what to look for and report on. After logging the required amount of surveys online, drivers receive an incentive for participation.
We collect feedback from your customers through email surveys. Our robust survey engine is multimedia friendly, and allows the use of images, PDF Documents, audio, video and animated GIFS. You can create your own questions, or leverage our library, which is prefilled with over 2,000 custom questions based on tolling industry best practices. We can also mine social media to see what your customers are saying about you in real-time.
Road Signage is well maintained and easy to read.
With our intuitive and graphically-based interface it makes it easy for every user across your organization to access what is relevant to them – whether in the C-suite or on the frontline. You can view customer comments as they are submitted in real-time, visualize large quantities of data graphically and generate a wide range of reports.
WHY HAVE A MYSTERY DRIVER PROGRAM?
In our 15 years in the tolling industry, we have found that toll drivers don’t compare their customer experience with you against the Department of Motor Vehicles or Public Transit. They measure you against the interactions they have with their bank, their gym, their Internet provider, and their favorite restaurant, just to name a few. That comparison drives us to deliver service that meets our customer’s expectations and needs. Take the mystery out of customer experience with Proponisi’s Mystery Driver program. A closed-loop solution that provides actionable insight across your organization.