(Ferrovial) Services

Ferroser

Before 2011, the contract manager used to deliver and collect the surveys personally. They were then sent to the Ferroser Quality, Environment& R&D&i Department where they were analyzed and the executive report prepared.

In 2011, the CAWI methodology was used for sending surveys by Internet. This has the following ad-vantages: low cost, samplingcontrol, response quality control, fast availability of results, ease of implementing changes. They are classified into three blocks: commercial, products and services, and execution.

Ferroser Infraestructuras received the highest satisfaction rate in Applications activity, despite suff ering a slight drop compared to 2009. Eurolimp (cleaning), on the other hand, exceeded its 2009 results, with 76.46% in 2010.

Cespa

Once again this year, Cespa has performed the Customer Satisfaction Measurement Campaign in order to find out the degree of satisfaction of its customers with the services provided to comply with the requirements of the ISO 9001:2000 standard. In the2011 Campaign, customers whose service was provided in any of the following situations were surveyed:

• Those that were submitted to the 2010 Campaign.
• Those facilities where quality systems were implemented during 2011 or where such systems were in the process of implementation.

A total of 880 surveys were conducted.

The results of the analysis of Overall Satisfaction with Cespa was 7.95 points (slightly lower than in 2010, but much higher than the results from 2007 to 2009), on a scale of 1 to 10; 68% of satisfi ed customers gave a score above 8 (71.6% more than in 2010) and there were only 1.8% of dissatisfi ed customers who gave a score below 5; in 2010 the figure was 1.1%). This does not mean that Cespa customers are more dissatisfied than in 2010; it means that more people rated the company as acceptable (30.2% of scores between 5 and 7) than satisfactory (over 7 points).

The breakdown of the scores by type of service is as follows:

• Landfills: 7.69 (125 surveys)
• Industrial Collections and Transportation: 7.57 (435 surveys)
• Chemical clean-ups: 8.33 (3 surveys)
• Health service: 8.22 (300 surveys)
• Composting: 8.00 (5 surveys)
• Hazardous waste treatment: 7.58 (12 surveys)

The highest-rated points were equipment, manual work, clerical and commercial teams, and documentation. Thus, it can be said that Cespa customers are “markedly satisfied”with the services received. Improvement actions will be proposed and carried out throughout 2012, and new tools will be implemented to increase customer satisfaction.

Cepsa carried out the following actions in 2011 in its policy of continuously improving the level of customer satisfaction:

- Gave courses aimed at improving customer treatment and complaint management, particular-ly among commercial and clerical staff in the centers in Tres Cantos, Guadalajara SU, La Oro-tava, Talavera SU, Castellbisbal, Molins de Rei, Sant Vicenç dels Horts, Badia,Sant Just Desvern, La Garriga, Bagés and Ecoparc IV.

- Developed an electronic billing application for industrial and public service customers, which will be implemented gradually as the customers’ systems are adapted; there are plans to start using it with the Vigo Port Authority in 2012.

- Developed the ETER Project (Standardization of Electronic Waste Processing) to improve management, accessibility, availability andprocessing of information relating to industrial waste; its level of development varies according to autonomous region.