Ferrovial - Annual Report 2012

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Customer satisfaction

One of the objectives of the Company under Ferrovial's Quality and Environment Policy is to meet user and customer expectations. Customers and users are at the heart of everything the company does. The company strives to offer them the best experience possible as users of infrastructures and services.

All business areas conduct regular surveys of client and user expectations and satisfaction. The analysis of the results obtained enables us to identify the strengths and weaknesses in the Company's performance in order to establish improvement actions.

Customer satisfaction is very high across the different activities carried out by Ferrovial, with an average score of 4 points on a 1 to 5 scale at corporate level. The satisfaction level is similar to the previous year.

Ferrovial has an e-mail address where complaints, suggestions and comments can be sent (dca@ferrovial.com).

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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