(Ferrovial) Construction

Ferrovial Agroman

Ferrovial Agroman sends satisfaction surveys to its customers on an annual basis. The rate of replies received in 2011 was 30%. Thequestionnaires consist of two parts: one with specifi c assessment questions about important and precise aspects relating to the customer-company relationship; and another including questions with no specific assessment, open to customer opinions and comments.The questionnaire analyzes the customer’s perceived opinion on four aspects: commercial activity, bids, execution and after-sale.

Customer satisfaction with Ferrovial Agroman has improved year after year, particularly in the execution and after-sale stages.In 2010 customer satisfaction was 4,1 while in 2011 this number increased by 0,4 points.  Gradual consolidation of the GREPA application for managing incidents arising in housing, has helped improve the rating in the after-sales phase.

In 2011, 670 visits to worksites were made in order to implement or assess quality plans. The average rating for the visits was 7.

In 2012, matters relating to the documentation distribution control,the NC register and waste man-agement will be closely monitored