Business performance
Customer experience
We’re engaging with customers at all points of their journey, both on and off the road.
Do the right thing Linkt Assist
Deliver value Linkt Rewards
Our Voice of Customer program helps us shape how we design and deliver existing and new experiences across app, website and phone interactions. In FY24, we continued to deliver on our customer promises to make it easy, deliver value and do the right thing.
Our Linkt Assist service continues to support customers facing financial or social hardship, and in FY24 the program supported over 18,000 customers. Customers accessing Linkt Assist may receive support such as payment plans, fee and debt waivers and toll credits. Our team also refers customers to community partners, for example, the non-profit Good Shepherd that provides support for women, children and families. One Stop, One Story Hub Transurban was one of six organisations that provided seed funding for Thriving Communities Partnerships One Stop, One Story Hub, that connects people experiencing financial hardship or family violence with over 20 organisations who provide holistic cross sector support. Since launching in 2021 the program has assisted more than 4000 people and this year won a Victorian Premier’s Design award for exceptional service design. Scam awareness and action SMS scammers continue to target Australians with fake toll road payment messages, impersonating Linkt, Transurban and other road operators. In FY24, we continued to focus on community education and awareness around scams, and reinforced the importance of reporting scams to safeguard others. As a result of these efforts, this year our Cyber Defence team reported more than 26,000 unique SMS numbers and more than 450 fraudulent URLs to telecommunications providers, who took action to block the scam phone numbers and websites. Read more about our scam awareness efforts see page 32
We’re adding value for our customers on and off the road through our Linkt Rewards program. In FY24, we continued to expand this program, and we now have six major rewards partners: • Shell Coles Express
Make it easy Trip transparency
• Star Car Wash • Booking.com • Europcar • mycar • Global Escapes
This year, we partnered with Google to add estimated toll pricing to Australian maps, providing regularly updated toll pricing for end-to-end journeys. This offers motorists even more ways to plan their route with a full understanding of travel costs and indicative journey times. This initiative comes in addition to the Linkt Trip Compare tool, which was accessed over 102,000 times in FY24. LinktGO Carbon Offset In July 2023, we introduced a Carbon Offset feature in the LinktGO app. This feature makes it easy for customers to offset their travel by buying accredited 1 Australian carbon credits. Since its launch, approximately 6% of LinktGO customers have chosen to enable carbon offsets, offsetting over 23,500 trips and 66 tonnes of CO2-equvialent in FY24. App improvements This year we continued to deliver enhancements focused on making the digital experience easier for customers. Customers using the Linkt app are now getting additional notifications to help them manage their accounts. Thanks to these notifications, we saw around 94,000 vehicles added by customers to their accounts in FY24. In April 2024, Apple Pay was also introduced for LinktGO manual payments, making it easier for iPhone and Apple Pay users to pay for their travel.
The Linkt Rewards program has been helping customers save since 2019 – our fuel discount offer alone has saved customers more than $9 million over five years. In FY24, we drove rewards program awareness and membership through a series of promotions, ultimately increasing membership to over one million customers.
Linkt Key & Commercial Accounts Our Linkt Key and Commercial teams
continued to be a partner of choice for over 30,000 Linkt commercial account holders that represent around 27.5% of Australian revenue in FY24. This critical service provides dedicated digital solutions and account management support to high volume business customers, ensuring that managing tolling arrangements for fleets of vehicles is kept as seamless as possible. Recent customer experience research 2 showed that Key Account customers scored our Key Account Team 9.0/10 for ‘Customer satisfaction’ and 8.9/10 for ‘Likelihood to recommend.’
Service metrics 3 0.0027 calls per billed trip
+12 net promoter score
4.5 out of 5 call centre customer satisfaction rating
1 Landcare CarbonSMART Australian Carbon Credit Units have been purchased and retired on behalf of LinktGO to support customer offset claims 2 Based on survey of 1,346 Key Account, Commercial Account and Commercial rental customers, conducted in August 2023 3 A ustralian customer data, does not include North America
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