Transurban FY18 Sustainability Report

FY18 Sustainability Report Transurban 08

Customer and community

Customer service

5M 4.4/5 94% Australian customers now together on Linkt average customer service rating customer queries resolved during the first contact

With more than eight-and-a-half million people using our roads, an ongoing focus and commitment to customer experience is critical to our business. We continually look to improve our customers’ experience on and off the road. Following the successful introduction of the new Linkt retail brand in New South Wales, this year we extended the Linkt brand and tools into Queensland and Victoria—creating Australia's first national tolling brand. In FY18, our team resolved 94 per cent of customer queries during the first contact, which contributed to our achieving an average customer service rating of 4.4 out of five. Last year, we launched new toll payment management tools into our New South Wales market, along with the new Linkt brand. Our new Linkt-branded tools include a mobile app and a user- experience-enhanced website, along with improved fee structures, improved customer-focused communications and a GPS-tolling experience app, LinktGO. We've also made significant improvements to our customer hardship program. Linkt mobile app The Linkt mobile app now services all of our Australian customers. It's the first of its kind in Queensland and has been well received by customers who increasingly want to manage their toll-road travel through digital channels. In Victoria, the app replaced the CityLink app and offered increased functionality and improved experience. Key features of the new mobile app include: • simple login—supported by fingerprint and passcode options • quick payments—with a swipe option for manual payments

• ability to add and remove vehicles and make updates to personal details

• major incident notification • visual trip history display

• ability to view and export statements. The design of the app has been shaped by extensive research into customer needs and preferences, and we will continue to enhance it based on customer feedback. Response to the app has been positive with more than 400,000 downloads since it was launched. LinktGO mobile tolling Launched in FY18, LinktGO is a world- leading GPS-enabled tolling app for infrequent toll-road users. Our research found infrequent toll-road users are often unfamiliar with toll road travel and payments, and LinktGO was designed to make it easier for these users to travel seamlessly on our roads.

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