(Ferrovial) Customer Satisfaction

As established in Ferrovial's Quality and Environment Policy, one of the objectives of the company is meeting user and customer expectations. Users and customers are the core of Ferrovial's activity and the company aims to provide the best experience in the use of its infrastructures and services.

The different business areas carry out periodic surveys of customer expectations and satisfaction. The analysis of the results allows us identify the strong points and the weaknesses in the company's behavior in order to establish improvement actions.

Customer satisfaction is high across the different activities performed by Ferrovial, with an average score of 4,0 points out of a total of 5.

Certain business areas have formal communication channels integrated into their post-sales or customer service departments. This is the case of Cespa, which has independent customer service structures in each facility. For public contracts, these service requirements are usually marked by customer bid specifications and for private contracts, each work center employs specific measures to channel the consultations to the most appropriate person for solution.

Most of the toll road concessions have their own customer service structures. For example, the 407 ETR toll road in Toronto (Canada) not only has a call-center, but also other innovative methods of attending to the suggestions or complaints of users that desire to personally contact the Customer Center, or prefer to use regular mail, e-mail or fax. The Customer Care Team attends all consultations.

Similarly, Chicago Skyway, Autema, Ausol, Radial 4, Madrid-Levante, Cintra Chile and Eurolink have customer service websites and specific telephone numbers.

Ferroser, Eurolimp and Ferroser Infraestructuras, receive and manage customer breakdown notifications through their call centers.

These departments are channels for ascertaining opinions, doubts and/or complaints from users or customers.

When a close relationship exists with customers, as is the case of construction or water treatment, customers directly contact the person responsible for the contract.

In every case, Ferrovial guarantees the protection of its customers' privacy with respect to the products and services contracted. The privacy policy is governed by the applicable national legislation in each country. Benchmark legislation includes the Organic Law on the Protection of Data or Personal Nature (Spain), the Data Protection Act (United Kingdom) and the Personal Information Protection and Electronic Documents Act (U.S.). The Quality System's organizational procedures ensure the proper archiving of all documentation and the privacy of all incoming and outgoing information.