"Yard Stick" for Monitoring Toll Road Operators By
"Yard Stick" for Monitoring Toll Road Operators By
"Yard Stick" for Monitoring Toll Road Operators By
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Attica <strong>Toll</strong>way – The Contractual Obligation<br />
This is a choice….<br />
extending above and beyond<br />
any contractual obligation…<br />
Only 4 of the 33 Indicators used is a contractual obligation !!!<br />
Slide: 19<br />
Attica <strong>Toll</strong>way- KPI <strong>Monitoring</strong> Results<br />
2008 Users satisfaction level from <strong>Toll</strong> Collectors Behavior: 99,0%<br />
68,4<br />
Very satisfied<br />
74,3<br />
90,3<br />
Rather satisfied<br />
27,3<br />
24,0<br />
99,0%<br />
8,7<br />
Not so satisfied<br />
0,4<br />
0,5<br />
0,5<br />
2008 Users satisfaction level from Call Center Service: 94,9%<br />
0,4<br />
Not satisfied at all<br />
0,1<br />
0,2<br />
3,3<br />
Do not know 0,5<br />
0,3<br />
1,2<br />
Do not have any<br />
0,6<br />
opinion<br />
0,1<br />
Apr 06<br />
Mar 07<br />
Mar 08<br />
100<br />
90<br />
80<br />
70<br />
60<br />
50<br />
40<br />
94,9%<br />
63,263,9<br />
59,1<br />
44,5<br />
41,1<br />
June 05<br />
Apr 06<br />
Mar 07<br />
Mar 08<br />
30<br />
27,7<br />
31,0<br />
24,7<br />
20<br />
10<br />
0<br />
7,4 8,0<br />
6,3 5,8 5,7<br />
4,4 4,3<br />
2,0 0,8<br />
Very satisfied Rather satisfied Not so satisfied Not satisfied at all Do not know/Do not<br />
have any opinion<br />
Slide: 20<br />
10
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