Customer & user satisfaction

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

Our customers and users are at the centre of everything we do. Our aim is to provide them with the best possible experience in the use of our infrastructures and services.

The different business areas carry out periodic surveys, using a homogenised methodology, to assess customer expectations and satisfaction levels. 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 points on a 1 to 5 scale at corporate level. The level of satisfaction can be confirmed to remain stable compared to the previous year.

The results of these surveys are integrated into Ferrovial’s quality management systems and used to define associated improvement actions, reinforcing operational excellence and service quality. 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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