EurekaFacts supports a large-scale customer experience measurement initiative for the New York E-ZPass Customer Service Center, operated by a prime contractor on behalf of the New York State Thruway Authority, Triborough Bridge and Tunnel Authority, and the Port Authority of New York & New Jersey. The customer service center manages hundreds of thousands of customer interactions annually across multiple communication channels and employs more than 700 customer service representatives (CSRs). As the independent research and analytics partner, EurekaFacts is responsible for designing, administering, analyzing, and reporting on a comprehensive customer satisfaction (CSAT) measurement program that collected feedback from several thousand customers each month.
Scope and Methodology
The project began with a strategic assessment involving stakeholder interviews, document reviews, and a review of industry best practices to identify the customer experience metrics most critical to organizational goals and contractual performance requirements.
Through an in-depth literature review, EurekaFacts developed a short, yet robust survey designed to be presented through both interactive voice response (IVR) and chat-based systems in both English and Spanish to customers following interactions with call agents. The survey examines concepts most related to customer satisfaction (CSAT) such as first contact resolution, how the interaction compared to expectations, agent professionalism, knowledge, interest, and communication, and overall satisfaction with the provided products and services. An open-ended question allows customers an opportunity to express verbatim opinions about their experience. The program generates tenths of thousands of customer feedback responses each month, creating a robust dataset for ongoing performance monitoring.
Analytical Approach
EurekaFacts implemented a comprehensive analytics framework that combined quantitative and qualitative data analysis. Survey responses are collected daily and integrated into reporting systems that generate CSR scorecards, performance dashboards, and trend analyses. Open-ended customer comments are subjected to sentiment analysis and categorized according to key service quality dimensions. Feedback is analyzed to identify emerging issues, recurring customer concerns, and opportunities for service improvement at both the individual CSR and organizational levels.
The team produces daily operational reports, as well as weekly and monthly summaries that track performance trends over time. Customers reporting unresolved issues are flagged through a secure tracking process for follow-up, while negative customer feedback requiring quality assurance review is escalated to management teams. Analytical outputs include graphical dashboards, trend analyses, sentiment summaries, and performance benchmarking across service teams and contact channels.
FINDINGS, RECOMMENDATIONS, and Impact
The analysis provides executive leadership, quality assurance teams, and operational managers with actionable insights into customer satisfaction drivers and employee performance trends. EurekaFacts has identified opportunities to improve customer experience through targeted CSR coaching, enhanced training on knowledge and communication skills, and process improvements related to issue resolution.The resulting recommendations enable management to proactively address performance gaps, improve service consistency, strengthen accountability, and enhance customer support outcomes. The CSAT program became a key performance management tool, providing independent, data-driven measurement of customer experience and helping the client maintain strong service quality performance while offering transparent reporting to multiple transportation agencies and executive stakeholders. The initiative demonstrates how large-scale customer feedback data can be transformed into actionable intelligence that drives continuous operational improvement and informed executive decision-making.
Capability developing Meaningful Metrics and identify Performance Progress Gaps
As part of our research and analytical capability, EurekaFacts has developed metrics in consultation with clients so that Key Performance Indicators can be implemented and used to influence organizational performance. Among these, are the development of voice of the customer metrics, consumer sentiment, performance standards on various service/related metrics, brand, and measurements of impact of programs and communications campaigns. Through expertise in qualitative research and secondary data analysis we conduct best practices environmental scanning, key stakeholder interviews, convene subject matter experts and synthesize information to identify measurement objectives. Our methodology provides a path to define information mission into information needs lists and then to transform these into constructs. Our methodologists and statisticians then identify the required data sources to utilize, develop instruments and data management processes, capture and analyze data to provide reliable, data elements that an organization can use. For Federal clients we assist in the preparation of OMB submissions and use or IRB for data collections from the public. Our data collection teams collect primary data, source secondary data as needed, prepare data, analyze and aggregate to meet the information objective. Our analysts also develop data visualizations and dashboards to deliver information at the levels required by the organization. Our team also utilizes our adaptation of the IBM CRISP-DM methodology for data science, monitoring to identify needs for data maintenance or degradation of data models over time.
As part of our research and analytical capability, EurekaFacts has developed metrics in consultation with clients so that Key Performance Indicators can be implemented and used to influence organizational performance. Among these, are the development of voice of the customer metrics, consumer sentiment, performance standards on various service/related metrics, brand, and measurements of impact of programs and communications campaigns. Through expertise in qualitative research and secondary data analysis we conduct best practices environmental scanning, key stakeholder interviews, convene subject matter experts and synthesize information to identify measurement objectives. Our methodology provides a path to define information mission into information needs lists and then to transform these into constructs. Our methodologists and statisticians then identify the required data sources to utilize, develop instruments and data management processes, capture and analyze data to provide reliable, data elements that an organization can use. For Federal clients we assist in the preparation of OMB submissions and use or IRB for data collections from the public. Our data collection teams collect primary data, source secondary data as needed, prepare data, analyze and aggregate to meet the information objective. Our analysts also develop data visualizations and dashboards to deliver information at the levels required by the organization. Our team also utilizes our adaptation of the IBM CRISP-DM methodology for data science, monitoring to identify needs for data maintenance or degradation of data models over time.
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