(Ferrovial) Toll roads

Cintra

A number of satisfaction surveys were conducted to fi nd out the level of user satisfaction of the Irish M3 and M4 toll roads. They consisted of 5 short questions (frequency of use, reason for using the toll road, method of payment and general opinion on the toll road and the service provided). 75.5% of users had a “very good” opinion of the service.

The Indiana Toll Road (USA) conducts surveys using various means: website, delivered at toll booths and via e-mail. The results for 2011concluded that 77% of the users were satisfi ed or very satisfi ed with their i-zoom (electronic automatic toll payment device) and 87%considered that the help received from the customer service department had been “excellent” or “very good”. The results are considered to be “very good.”

In Spain, two types of surveys were conducted on the Radial 4 toll road, where 28% of respondents were highly satisfi ed and 47% were moderately satisfied. For the Madrid-Levante toll road, 12% of respondents were highly satisfi ed and 85% were fairly satisfied. The results show a positive trend and are considered to be “very good.”