Customer Feedback Shapes All-Electronic Tolling Study
Results demonstrate need to address questions about E-ZPass and alternatives to cash.
The Turnpike’s cash-paying customers want assurances that they can continue to use the system if the agency converts to an All Electronic Tolling (AET) system and ends cash collection, according to the results of the Commission’s online survey.
Learning about the needs and concerns of Turnpike users is an important factor in the design and implementation of an AET system that would best serve all PTC customers. To fully explore those needs, customers were surveyed online and at service plazas along the Pike this past summer.
The overall response to the survey was tremendous, with more than 10,000 surveys completed. Highlights of the customer feedback are as follows:
- Cash customers travel the Turnpike mostly for social reasons, and a majority of those motorists average less than five trips a year on the system.
- Nearly two-thirds of the cash customers surveyed would enroll in E-ZPass if offered a discount.
- Business/social travelers cite their infrequent use of the Turnpike as the main reason for not enrolling in E-ZPass.
- Commuters, who make up only 8 percent of respondents, prefer using cash and are more opposed to E-ZPass or AET than motorists who use the system less frequently.
- About 12 percent of respondents use the Turnpike on a weekly basis and cite having the option to use cash as the main reason for not enrolling in E-ZPass.
- Aside from the cash option, commuters and weekly drivers say they’re most opposed to AET due to perceived impacts on Turnpike employees, challenges in tracking the cost of tolls, and privacy concerns.
- Customers understand the many benefits of AET including avoiding traffic congestion at toll booths, not needing to have cash on hand and travel time savings.
The Commission appreciates the time every participant invested in making the survey a success. The valuable input from customers will be used to shape the Feasibility Study recommendations.