Customer & User Satisfaction
As it was established in the Quality and Environment Policy of Ferrovial, one of the 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 centre of everything we do. Our aim is to provide them with the best experience in the use of our infrastructures and services”.
Each area of the business areas carries out periodic surveys on customer expectation and satisfaction. The results and subsequent analysis help identify the strengths and weaknesses of the company’s performance and establish paths for improvement. Customer satisfaction currently sits at 4 out of five points.
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 in 2014
- 4 in 2015
- 4.1 in 2016
- 4.1 in 2017
In the last year Ferrovial initiated a project in collaboration with the Digital Hub to focus on users, with the aim of inferring their perception regarding the services and infrastructures provided by the company on a global scale, identifying the strengths and weaknesses in the performance of the company in order to establish improvement actions.