Customer & user satisfaction

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

The different business areas carry out periodic surveys, using a homogenised methodology applied consistently across business areas since 2019, to assess customer expectations and satisfaction levels. Satisfaction is measured as an average score on a standardised scale of 1 to 5, enabling comparability over time and supporting trend analysis.

The analysis of the results obtained makes it possible to identify the strengths and weaknesses of Ferrovial’s performance, define improvement objectives for the following year and monitor them within the framework of quality management, in order to establish improvement actions. The customer satisfaction target is set at 4.

Customers show a very good level of satisfaction across Ferrovial’s different activities, with an average score of 4.3 out of 5 at corporate level, reflecting a sustained level of performance aligned with the company’s target. The level of satisfaction can be confirmed to remain stable compared to the previous year.

The reported data primarily reflects Ferrovial’s predominant B2B business model, with surveys targeting direct customers, including public administrations, concession grantors and private developers, which represent the majority of Group revenues. Feedback from infrastructure users is also collected at asset level where applicable, complementing the overall assessment.

Customer satisfaction surveys

Customer satisfaction surveys are conducted across construction projects, services and concession assets, covering 100% of Ferrovial’s revenues through a representative sample of its customer base.

The results of these surveys are integrated into Ferrovial’s quality management systems and used to define associated improvement actions, reinforcing operational excellence, reliability, responsiveness, innovation and sustainability. Survey results are analysed at business and asset level and incorporated into continuous improvement processes that support management decision-making.

Based on these results, improvement objectives are defined for the following year, and the progress of the associated action plans is monitored through quality management follow-up mechanisms, ensuring that customer satisfaction outcomes are systematically tracked and integrated into management oversight.

In the concession business, work is carried out on an ongoing basis to homogenise satisfaction measurement methodologies and the metrics used, with the objective of having standardised and comparable indicators across the managed assets

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