{"id":114975,"date":"2019-11-05T17:57:16","date_gmt":"2019-11-05T16:57:16","guid":{"rendered":"https:\/\/www.ferrovial.com\/sustainability\/social\/user-experience\/"},"modified":"2026-05-21T23:15:05","modified_gmt":"2026-05-21T21:15:05","slug":"user-experience","status":"publish","type":"page","link":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/","title":{"rendered":"Customer and User Experience"},"content":{"rendered":" \n \n
    \n\n
  1. Ferrovial<\/a><\/li>\n
  2. Sustainability<\/a><\/li>\n
  3. Social<\/a><\/li>\n \n <\/ol>\n\n <\/c-breadcrumb>\n \n
    \n

    \n Customer and User Experience <\/h1>\n <\/div>\n <\/m-final-content-header>\n\n \n\n\n

    Within the social area of our sustainability commitments, offering our customers and users the highest levels of quality is one of our top priorities. Thanks to the European Foundation for Quality Management (EFQM) model, we have been able to establish a level of excellence in managing each and every key aspect that affects user and customer experiences.<\/p>\n \n\n\n

    Approach to User Experience<\/h2>\n\n\n\n

    Ferrovial is a global operator of sustainable infrastructure focused on developing, building and operating transport and social infrastructure for public authorities and corporate As a result, its activity is predominantly business to business (B2B), where customers mainly include public administrations, concession grantors and corporate entities, while end users interact with infrastructures as indirect users.<\/p>\n\n\n\n

    In line with this operating model, customer relationships are primarily managed at asset and contract level, ensuring proximity, technical expertise and effective resolution through dedicated project and concession teams.<\/p>\n\n\n\n

    Customer and User Satisfaction<\/h2>\n\n\n\n

    Each of our business areas carries out periodic surveys on customer expectations<\/a> and satisfaction (all individuals that interact directly or indirectly with our services and\/or infrastructures, but that do not have a contractual relationship with us). We also measure other service indicators to get a more complete view of user experiences. We have a target of obtaining a satisfaction score of more than 4 out of 5, achieving a 4.3 in 2025.<\/p>\n\n\n\n

    All Ferrovial companies have internal procedures to detect, record and monitor customer and user complaints. We analyze customer requests, offer an appropriate response and define improvement measures.<\/p>\n\n\n\n

    In addition, customers can request support and provide feedback through multiple channels adapted to each business and asset, including direct communication via email or online forms, telephone support channels where applicable, and in-person interactions such as contractual and operational meetings. This approach reflects the long-term and technical nature of Ferrovial\u2019s customer relationships and ensures effective engagement at asset level.<\/p>\n\n\n\n

    User Satisfaction With Transportation Infrastructures<\/h2>\n\n\n\n

    At our subsidiary Cintra<\/a>, the goal is to transform our highway customers and users into one of the strategic pillars of our concession business. We are working hard to standardize the methods we use to measure satisfaction and the metrics we use to generate indicators in all the concessions we manage.<\/p>\n\n\n\n

    Quality and Environmental Systems<\/h2>\n\n\n\n

    We have numerous quality and environmental systems in place to manage contracts in our different business departments. These systems are certified according to ISO 9001 and 14001 standards, although they may vary based on local requirements. In the last fiscal year (2025), 86% of our activity was certified by ISO 9001 and ISO 14001 quality and environmental standards.<\/p>\n\n\n\n

    Customer complaints and communications related to construction works, service quality or operational incidents are managed through these integrated management systems. These systems ensure confirmation of receipt, transparency on investigation and resolution timelines, and the analysis of root causes together with the implementation of corrective and preventive actions. Complaints are recorded, monitored and periodically reviewed, supporting both customer satisfaction and continuous improvement.<\/p>\n\n\n\n

    With the assistance of these systems, customer feedback is systematically analyzed and incorporated into continuous improvement processes, contributing to enhanced construction practices, service delivery and operational performance.<\/p>\n\n\n\n

    We have corporate apps that serve as a repository for laws and technical standards, which guarantee legal compliance throughout contract life cycles and includes a digital platform that compiles all applicable environmental requirements of every country we operate in. With the assistance of these apps, we are able to comply with all environmental requirements, including those related with atmospheric, noise and light pollution.<\/p>\n\n\n\n

    In addition, we have other certifications in compliance with other regulations, such as standard ISAE 3410 on \u201cAssurance Engagements on GHG Statements\u201d; ISO 50001, 27001, 10002, 45001; UNE (Spanish Association for Standardization) 19602, 166002; UNE-EN ISO 37001; and EMAS, SGE (Ethical and Socially Responsible) 21.<\/p>\n\n\n\n

    Accessibility and Inclusive User Experience<\/h2>\n\n\n\n

    Ferrovial is committed to ensuring accessible digital communication channels for all users. Its corporate website is designed in accordance with the Web Content Accessibility Guidelines (WCAG 2.1) at level AA, facilitating access for people with disabilities and elderly users. These guidelines underpin recognised standards such as ISO\/IEC 40500 and UNE 139803:2012.<\/p>\n\n\n\n

    Ferrovial Construction BIM Verification<\/h2>\n\n\n\n

    At our construction subsidiary Ferrovial Construction<\/a>, we have the BIM Verification (granted by the British Standards Institution) in Spain, Portugal, the United Kingdom and Australia. This certifies our ability to manage projects in the construction phase using the Building Information Modelling (BIM) methodology according to standard PAS 1192-2 (recently replaced by ISO 19650).<\/p>\n\n\n\n

    The BIM methodology entails the digitalization of construction processes and procedures to increase information management efficiency during the infrastructure construction phase. With the use of virtual models and a collaborative work methodology, we have found that implementing BIM is very beneficial when compared with traditional construction processes.<\/p>\n\n\n\n

    During the British Standards Institution certification process, the quality and consistency of our training program to implement this work methodology were highlighted. This is another sign of our commitment to innovation in processes and procedures.<\/p>\n\n\n\n

    User Experience in Assets with Direct Customer Interaction<\/h2>\n\n\n\n

    In specific cases where Ferrovial operates assets with direct business-to-consumer (B2C) exposure, such as airport concessions, dedicated customer service and complaint handling mechanisms are implemented at asset level, tailored to the needs of passengers and users.<\/p>\n\n\n\n

    For example, Dalaman International Airport operates customer complaint management processes aligned with international best practices, supported by a management system certified <\/a>under ISO 10002 (Customer Satisfaction \u2013 Guidelines for Complaints Handling), reinforcing transparency, traceability and timely resolution of complaints.<\/p>\n<\/div><\/m-wysiwig>\n\n\n\n \n

    \n Certifications <\/h3>\n \n Find out more<\/span>\n <\/c-button>\n \n \n\n <\/m-distributor-basic>\n ","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":0,"parent":114957,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-114975","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nCustomer and User Experience - Ferrovial<\/title>\n<meta name=\"description\" content=\"In the social segment of our commitments to sustainability, offering our customers and users the highest level of quality is...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer and User Experience - Ferrovial\" \/>\n<meta property=\"og:description\" content=\"In the social segment of our commitments to sustainability, offering our customers and users the highest level of quality is...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Ferrovial\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ferrovial\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-21T21:15:05+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@ferrovial\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer and User Experience - Ferrovial","description":"In the social segment of our commitments to sustainability, offering our customers and users the highest level of quality is...","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/","og_locale":"en_GB","og_type":"article","og_title":"Customer and User Experience - Ferrovial","og_description":"In the social segment of our commitments to sustainability, offering our customers and users the highest level of quality is...","og_url":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/","og_site_name":"Ferrovial","article_publisher":"https:\/\/www.facebook.com\/ferrovial","article_modified_time":"2026-05-21T21:15:05+00:00","twitter_card":"summary_large_image","twitter_site":"@ferrovial","twitter_misc":{"Estimated reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/","url":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/","name":"Customer and User Experience - Ferrovial","isPartOf":{"@id":"https:\/\/www.ferrovial.com\/en-gb\/#website"},"datePublished":"2019-11-05T16:57:16+00:00","dateModified":"2026-05-21T21:15:05+00:00","description":"In the social segment of our commitments to sustainability, offering our customers and users the highest level of quality is...","breadcrumb":{"@id":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/user-experience\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/www.ferrovial.com\/en-gb\/"},{"@type":"ListItem","position":2,"name":"Sustainability","item":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/"},{"@type":"ListItem","position":3,"name":"Social","item":"https:\/\/www.ferrovial.com\/en-gb\/sustainability\/social\/"},{"@type":"ListItem","position":4,"name":"Customer and User Experience"}]},{"@type":"WebSite","@id":"https:\/\/www.ferrovial.com\/en-gb\/#website","url":"https:\/\/www.ferrovial.com\/en-gb\/","name":"Ferrovial","description":"Welcome to the Ferrovial's website, global operator of sustainable infrastructure. 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