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.
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.