Ferrovial - Annual Report 2012

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Quality

Customer service

Some business areas have formal customer communication channels integrated into their after-sales or customer service departments. This is the case of Cespa, which has independent customer service structures in each facility. For public contracts, these service requirements are usually laid down in the customer’s bid specifications, while for private contracts each work center uses a switchboard to channel the inquiries to the most appropriate person.

The biggest toll road concessions have their own customer service departments. Chicago Skyway, Autema, Ausol, Radial 4, Madrid-Levante and Eurolink all have customer service websites and phone numbers.

Ferroser, Eurolimp and Ferroser Infraestructuras receive and manage customer breakdown notifications through their call center.

These departments are channels for ascertaining any opinions, doubts and/or complaints from users or clients.

When a close relationship exists with clients, as is the case of construction or water treatment, clients contact the person responsible for the contract directly.

Ferrovial has an e-mail address where customers can send their complaints, comments or doubts (dca@ferrovial.es).

 

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This is an electronic version of the 2012 Annual Report prepared by Ferrovial, S.A. for its stakeholders, which aims to be complete and accurate. The contents of this version can be checked by referring to the print version. A copy of the print version in PDF format is available to download on this web page