NTTA Recognized for Customer Service by International Association

After garnering the International Bridge, Tunnel and Turnpike Association’s 2010 Toll Excellence Award in Customer Service, the NTTA’s Customer Driven Management program has earned the IBTTA’s President’s Award for Excellence.

The IBTTA Toll Excellence Awards program recognizes member toll agencies that are furthering the aims of the industry through creative, innovative and positive programs.  Awards are presented in five categories:  administration, customer service, operations, social responsibility and technology.  Of those five winners, one is selected for the President’s Award.

“The NTTA is committed to providing the best customer service possible to our customers,” said NTTA Assistant Executive Director of Operations Clayton Howe. “We’re honored to receive an award that not only demonstrates this commitment but also ensures accountability with our customers.”

Implemented through the NTTA Customer Service Center, the Customer Driven Management program allows for real-time customer feedback.  Through this program, the NTTA is able to monitor its customers’ experiences both on the road and through all customer contact points.

The program also includes individual action surveys in which customers can comment on areas such as a customer representative’s listening skills, empathy, call control, energy and other criteria.

The NTTA received the IBTTA President’s Award in September during the IBTTA’s 78th Annual Meeting & Exhibition in San Diego, Calif.