FY18 Sustainability Report Transurban 09
Customer and community
stay up to date and avoid toll notices or fines. All data and information is stored securely. LinktGO’s innovative and customer- centric approach has been recognised with multiple design and industry awards. Fee changes The FY18 transition to the Linkt brand in Queensland and Victoria came with customer-friendly improvements to our fees and charges. Customers have shared feedback on our fees—and we’ve responded with a clearer and easier to understand fee structure. As part of the changes, a card- payment surcharge was introduced. The surcharge is a straight pass- through of costs from our financial institution for payments by credit and debit cards. We have promoted fee-free options (such as direct debit payments from their nominated bank accounts) to our customers.
LinktGO allows drivers to view their toll travel at the end of their journey and to pay trip-by-trip via their smartphone, with no ongoing commitment. To use the app, customers register their vehicle and provide their credit card details directly into the app. Using the app requires no paperwork, start-up costs or an e-Tag. And importantly, the app does not require any user interaction while driving. LinktGO can also give users safety warnings and includes built-in safety features that temporarily freeze the app—and delay trip completion notifications—until the phone’s GPS indicates the customer is no longer moving at speed. With LinktGO, customers are covered to drive on toll roads across Australia. Even if their phone’s GPS isn’t detected, or they forget their phone or run out of battery, the app will record their trip details. Payment reminder notifications help customers
Key fee changes QUEENSLAND • removed the $1.19 retail service fee • removed the $1.19 manual top-up fee • reduced the $47.78 tag non- return fee to $15 • reduced the $3.59 fee for out- of-cycle statements to $2.75. VICTORIA • removed the $27.50 minimum annual payment fee • removed the $3.50 additional tag holder fee • reduced the 75c vehicle matching fee to 55c • reduced the $55 tag non-return fee to $15 • reduced the $50 account start- up credit requirement to $25.
Case study Voice of Customer program
We expanded our Voice of Customer (VoC) program during FY18. This program uses a systematic and quantitative approach to better understand customer feedback, delivering unbiased insights into our customers’ experiences and their expectations of our services, products and processes. In FY18, we have included an online customer panel that provides feedback on various topics throughout the year, and customer immersion sessions where we invite customers into our control rooms for a tour and focus group sessions. VoC enables a greater focus on data-driven decision making, supported by deeper insights into customer sentiment. Insights from this program help ensure investments in customer experience are made in areas that will deliver the greatest value. Through VoC, we received around 250,000 pieces of individual feedback from customers during FY18.
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