# Performance metrics for toll collectors **URL:** \ **Category:** Factual Questions\ **Created:** [January 15, 2019, 4:24pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805 "2019-01-15T16:24:50Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![Isosleepy](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/isosleepy/32/479_2.png) [@Isosleepy](https://boards.straightdope.com/u/Isosleepy)\ **Post date:** [January 15, 2019, 4:24pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/1 "2019-01-15T16:24:50Z")
I was wondering what, if any, the performance metrics for toll collectors are. I mean, how can performance be measured, other than if it is particularly poor? ---
**Author:** ![boffking](https://avatars.discourse-cdn.com/v4/letter/b/858c86/32.png) [@boffking](https://boards.straightdope.com/u/boffking)\ **Post date:** [January 15, 2019, 4:30pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/2 "2019-01-15T16:30:55Z")
Attendance is a performance metric for almost any job. ---
**Author:** ![enipla](https://avatars.discourse-cdn.com/v4/letter/e/54ee81/32.png) [@enipla](https://boards.straightdope.com/u/enipla)\ **Post date:** [January 15, 2019, 4:35pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/3 "2019-01-15T16:35:49Z")
Perhaps also making the correct change, having the drawer balance out. ---
**Author:** ![Dobbs](https://avatars.discourse-cdn.com/v4/letter/d/5f9b8f/32.png) [@Dobbs](https://boards.straightdope.com/u/Dobbs)\ **Post date:** [January 15, 2019, 4:37pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/4 "2019-01-15T16:37:32Z")
Over/under on the till and wait times are probably 2 big ones. ---
**Author:** ![Procrustus](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/procrustus/32/2994_2.png) [@Procrustus](https://boards.straightdope.com/u/Procrustus)\ **Post date:** [January 15, 2019, 4:37pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/5 "2019-01-15T16:37:39Z")
Number of complaints from the public. ---
**Author:** ![md2000](https://avatars.discourse-cdn.com/v4/letter/m/73ab20/32.png) [@md2000](https://boards.straightdope.com/u/md2000)\ **Post date:** [January 15, 2019, 8:52pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/6 "2019-01-15T20:52:52Z")
> [@Dobbs](#): > > Over/under on the till and wait times are probably 2 big ones. Vehicles per minute when there is a line-up at the lane. OTOH, like any statistics, individual items rather than aggregate is meaningless. If you are the only cash lane on the gate, then you will get all the old folks with a handful of coins, the people needing change for a twenty, etc. So the exit nearest the retirement community will have the worst times no matter who is manning the booth. ---
**Author:** ![Bijou\_Drains](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/bijou_drains/32/2814_2.png) [@Bijou\_Drains](https://boards.straightdope.com/u/Bijou_Drains)\ **Post date:** [January 15, 2019, 10:44pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/7 "2019-01-15T22:44:33Z")
and now lots of people have Ez pass or similar systems where they don’t stop at toll booths , they drive right through. That could very well be younger people . ---
**Author:** ![Balthisar](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/balthisar/32/2825_2.png) [@Balthisar](https://boards.straightdope.com/u/Balthisar)\ **Post date:** [January 16, 2019, 1:03pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/8 "2019-01-16T13:03:15Z")
Tourists from non-toll-road states don’t have EZ Pass, though, so we’re forced to stop at the gates. And people that need receipts for expense reimbursement. ---
**Author:** ![Philster](https://avatars.discourse-cdn.com/v4/letter/p/13edae/32.png) [@Philster](https://boards.straightdope.com/u/Philster)\ **Post date:** [January 17, 2019, 11:35pm UTC](https://boards.straightdope.com/t/performance-metrics-for-toll-collectors/827805/9 "2019-01-17T23:35:20Z")
-Occupancy: For the organization and employee. How often the toll-keeper was involved in their core work when scheduled for that work. Can be done by sampling. Goal is 85-90% average, but not hour over hour. 50-60% and then 100% at peak, to average 85-90. -Adherence to schedule (beyond mere attendance): How often the tollkeeper is where the tollkeeper is supposed to be, as a %. -Cars per hour and handle time per car: When at 100% occupancy, the average time it takes to handle a transaction. This can be done as a sample size during peak, 100% occupancy time. -Drawer accuracy. -Of course, other competencies, such as interpersonal skills, effective communication, etc, can be used to measure performance on non-customer facing situations. -External complaints. If I had to provide measurements as their manager, I’d target the above.