Q1. Which type of user are you?

Registered Vehicle Owner

Agency

Company

Driver

Q2. Have you signed up for an HKeToll account?

Yes

No

Toll Transaction

Q3. How do you usually check your toll transactions?

HKeToll website

HKeToll mobile app

Customer service

I"m not sure how to check

Toll Transaction

Q4. Are you aware that you can check all the outstanding tolls for your vehicle through logging into "Pay Toll (without HKeToll Account)" on our website and mobile app?

Yes

No

Toll Transaction

Q5. Have you set up auto payment function linking with credit card / bank direct debit / designated stored value account (DSVA) / Autotoll ETC account?

Yes

No

Toll Transaction

Q6. Why do you choose not to use auto payment?

I have not yet signed up for an HKeToll account

I prefer to settle the outstanding tolls after reviewing the toll transaction record

I am not familiar with how the auto payment function works

I do not have any payment means which can set up as auto payment

I find the setup process too complicated

Others (please specify):

HKeToll Website and Mobile Application

Q7. What is your main reason for visiting our website or using our app? (Tick all that apply)

Make payment

Check transaction records

Check general information

Download tutorial guides or forms

Submit an online enquiry or dispute

Never use the website / mobile app

HKeToll Website and Mobile Application

Q8. Which part(s) of the HKeToll website / mobile app are the most useful to you? (Tick all that apply)

Payment

Check transaction records

Check monthly statement

What’s new

Others (please specify):

HKeToll Website and Mobile Application

Q9. Are there any additional information or function you would like us to include on the website and app? (Please specify)

Communication and Information

Q10. Which channel(s) below would you usually receive the information regarding HKeToll? (Multiple choices are allowed)

HKeToll website / mobile app

HKeToll customer service

Transport Department website / YouTube channel

Licensing office of the Transport Department

SMS / Email

In-app push notification

News / Social media

Flyer / Poster

TV commercial

Radio Ad / Tunnel broadcast

Tunnel billboard Ad

Family and friends

Others (please specify):

Communication and Information

Q11. Do you agree that to receive information or educational materials regarding HKeToll in a paperless manner?

Agree

Disagree

Communication and Information

Q12. Which items(s) below do you think could be made paperless regarding HKeToll? (Multiple choices are allowed)

Educational materials

Terms and conditions

Personal information collection statement

Surcharge notice

Public forms

All of the above

Others (please specify):

Overall Experience of Service

Q13. How would you rate our overall service?

Very satisfied

Satisfied

Average

Dissatisfied

Very dissatisfied

Overall Experience of Service

Q14. Other advice