As it was established in the Quality and Environment Policy of Ferrovial, one of the objectives is to achieve customer satisfaction and user satisfaction of their expectations.
“One of the objectives is to reach the satisfaction of the expectations of our customers and users. Our customers and users are the centre of everything we do. Our aim is to provide them with the best experience in the use of our infrastructures and services”.
The different business areas carry out periodic surveys on the expectations and degree of customer satisfaction. The analysis of the obtained results serves to identify the strengths and weaknesses of the behaviour of the company to establish improvement actions.
The clients have a very good satisfaction level in Ferrovial’s different activities, with an average of 4 points out of 5 at the corporate level. It can be confirmed that the level of satisfaction remains constant with respect to the previous year.
For the next few years, Ferrovial has raised the challenge of analysing the perception of citizens and users about the quality of services offered by the company. It seeks to evaluate the experience of drivers who circulate on motorways, passengers passing through the terminals or citizens to whom services are provided.
- 4.1 in 2013
- 4 in 2014
- 4 in 2015
- 4.6 in 2016