Customer service rated highly
Background
A MACPASS User Study commissioned by Halifax Harbour Bridges found bridge travellers are highly satisfied with HHB’s customer service, including the treatment they receive going through the tolls, and the efforts made to inform them about closures and traffic delays.
Findings:
The online study was conducted February 10-23, 2024, by Narrative Research. A total of 637 people, all of whom lived within one hour’s drive of the bridges, completed the survey, including 36 respondents who participated through an HHB website posting.
A significant majority (76%) of respondents have a MACPASS, with a notable disparity between HRM residents (82%) and those outside HRM (38%).
A majority (76%) are aware that MACPASS can be used for Halifax airport parking.
Non-user insights:
The primary reason for not having a MACPASS (74% of non-users) is infrequent bridge travel.
Half of non-users indicated they would get a MACPASS if cash were no longer accepted on the bridges.
Another 50% would consider getting a MACPASS if it could be used for downtown parking or transit.
Preferences for obtaining a MACPASS differ by age: individuals under 55 prefer online ordering, while those over 55 prefer in-person service at the Customer Service Centre.
Two thirds of residents indicated high levels of satisfaction with the service provided by toll takers (66%)
A similar proportion is satisfied with HHB’s efforts to notify the public about bridge closures or construction that could interrupt the flow of traffic (64%).
One-half of residents are satisfied with the service received at the MACPASS Customer Service Centre (51%). It is important to note that nearly four in ten could not provide a score, because they had not visited the MACPASS Service
