CUSTOMER SERVICE EXPERIENCE
Making a Difference Every Day
CHART Patrols Assist Customers
One of our main missions at MDOT SHA is to continually improve the "Customer Experience" - our customers' perception of how we treat them and how we serve them. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. You might not see these messages, but they come to us every day from people around the State, people we help get to where they need to go. Where can MDOT SHA take you? The hard-working and selfless men and women of our CHART patrols risk their lives along busy highways to help people. THAT...is making a difference.
I was on the 495 Beltway when my timing belt broke...It was a dangerous location and I appreciated his calm and professional manner of escorting me to safety...He was very personable. I expressed my gratitude and thanked him for his help. He is a good person to have on board for Emergency Patrol. He [Shane Wallace] did a great job!
— According to Esteban Kolsky, if the customers are not satisfied, 13 percent of them will tell to 15 more people that they are unhappy. On the other hand, 72 percent of customers will share a positive experience with 6 or more people.
He saved my life...Really appreciate that!
I had a major blowout on I-270...then I realized I had left my phone at home. Although I had a spare tire, I have a leg injury and was totally unable to change my own tire...I only waited five minutes before [an emergency patrol] truck arrived. I asked him if I could use his phone to call AAA, but he offered to change the tire for me. It took him about three minutes. His timing was perfect, and he couldn't have been nicer or more helpful. Thanks, Mr. [Dave] Pettis!
— Gartner predicts that by 2018, more than 50 percent of organizations will redirect their investments to customer experience innovations.
I ran out of gas on route 70. The assist patrol employee [Damon Bishop] pulled over, put gas in my tank, assisted me to my drivers side door as there were cars going 70 MPH past me to make sure I was safe, and was so so helpful and kind in the process! I really appreciate all of the help.
The feedback for our CHART patrols is emblematic of what we continue to see across the entire organization and with every project we manage – a positive MOMENTUM and a soaring upward trajectory in our performance and customer satisfaction. We are delivering positive change to the people of Maryland – one project and one CHART assist at a time. These examples are from our CHART operations but each and every one of us has an impact on the MDOT SHA customer experience every day. I challenge all of you to think about this in all that we do!
Walker Research helps companies measure customer satisfaction (walkerinfo.com).
Gartner delivers technology research for informed decision making (gartner.com).
Customer service facts from SuperOffice.com.
Visit https://www.superoffice.com/blog/customer-experience-statistics/ to learn more about providing the best customer experience.