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Most users of the Portmore leg of Highway 2000 are pleased with the condition of the toll road, but more so, the pleasant and efficient service provided by the toll booth attendants.
This was disclosed in a recent survey commissioned by the Toll Authority, to determine the level of satisfaction of users in respect of road condition, the quality of service given by toll booth attendants, delays at the t-Tag and cash booth, and safety on the toll road and at the booth. The survey was conducted by the Ministry of Transport and Works, on behalf of the Toll Authority.
In nine of ten cases, respondents expressed positive levels of satisfaction with the toll road and the service received from the attendant.
Chief Executive Officer of the Toll Authority, Joan Fletcher, informed that based on the survey, toll booth attendants are more highly regarded for the quality of service they provide, than the condition of the toll road, which nevertheless, was highly regarded by 68 per cent of respondents. This compares with 81 per cent, who said they were either satisfied or very satisfied with the level of service by toll booth attendants.
“Moreover, of those who said they are very satisfied with the condition of the toll road, approximately 92 per cent are either satisfied or very satisfied with the service of the toll booth attendants, describing them as pleasant and efficient”, said Mrs. Fletcher.
There was also a significant difference in the response of men and women, with more females than males being either satisfied or very satisfied with the toll road. In addition, although not very significant, the survey provides some evidence that users were satisfied with the toll road even if they thought the condition of the roadway itself was bad or very bad.
There was no correlation between the type of vehicle driven by the respondents and their satisfaction with the toll road, with most, regardless of the type of vehicle, indicating that the condition of the roadway was satisfactory, good or very good.
Delays on the toll road greatly influenced the level of satisfaction of respondents. The shorter the delays, the higher the level of satisfaction, while the longer the delays, the lower the level of satisfaction expressed by respondents in the survey.
Approximately one third of the users surveyed indicated that they experienced delays of between five minutes and more than 20 minutes at the toll booths, with the most frequent reason given being traffic volume. The second most frequent reason was ‘incidents’, with malfunctioning toll readers, pedestrians, bicycles and tag sales among the other more common causes of delay.
Safety was also important in the assessment of the toll road, as about two-thirds of the respondents said they felt safe when driving on the toll road. Although t-Tag users might have gone through the toll plaza quicker, overall, their travel time was in many instances the same as motorists using the cash method, the survey revealed.