1. Ferrovial
  2. Sustainability
  3. Committed to Society
  4. Customer and User Experience
  5. Certifications

Customer & user satisfaction

As established in our Quality and Environment Policy, one of our objectives is to achieve customer satisfaction.

One of the objectives is to reach the satisfaction of the expectations of our customers and users. Our customers and users are the center of everything we do. Our aim is to provide them with the best experience in the use of our infrastructures and services

Each of our business areas carries out periodic surveys on customer expectation and satisfaction. The results and subsequent analysis help identify the strengths and weaknesses of our performance and establish paths for improvement. Our customer satisfaction currently sits at 4 out of five points.

Our clients have a very good satisfaction level in our different activities, with an average of 4 points out of 5 at the corporate level. We can confirm that the level of satisfaction remains constant with respect to the previous year.

Over the next few years, we have set ourselves the goal of analyzing the perception of users about the quality of services we offer. The aim behind this strategy is to evaluate the experience of drivers who circulate in our motorways, the passengers travelling through the terminals of the airports we manage, and the citizens of the cities in which we operate and to whom services are provided.

Go to quality

  • 4

    In 2014

  • 4

    In 2015

  • 4,1

    In 2016

  • 4,1

    In 2017

During the last year, we initiated a project in collaboration with our Digital Hub to infer perception regarding the services and infrastructures that we provide on a global scale. We hope to identify the strengths and weaknesses in the performance of the company to establish improvement actions.

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