Client satisfaction surveys are a powerful instrument for companies to understand how their services are evaluated and to compare the evolution of these perceptions over time. Triunfo´s satisfaction surveys contain categories relating to the various sectors in which it operates: general conditions of highways, ports, import and export processes and airport services. In the period from 2011 to 2012, the client satisfaction index amongst Triunfo´s companies rose from 79.6% to 80.5%. The customer service item saw the index reach 71%. GRI PR5
Satisfaction relating to the services provided by Concepa is also monitored using other methods, such as the company´s user group council. The council is composed of up to 12 members of the community, representing the transport sector, workers unions, neighborhood associations and other segments. Periodically, the council members travel the full length of the highway to highlight any possible problems, using photographic records. Once identified, the demands are evaluated by the company and necessary solutions provided. The first council was formed in 2002 and 78 people have participated in the council to date.
Concer also conducts annual satisfaction surveys of users of the BR-040 through a specialized contractor, which interviews drivers on the main stretches of the highway.
The
survey results help to direct the company to improve quality standards
in customer relations and provision of services to users, and also forms
the basis for measures to reinforce and improve regulations, routines
and procedures. At weekly management meetings, directors and managers
define the concessionaire´s general goals and accompany procedural
improvements. One of the established policies refers to generation of
quality, consisting of the following principles: guaranteeing client
satisfaction; ethical relations of partnership and trust with the
National Land Transport Agency (ANTT); recognition of the role of the
company in society; administrative and operational solidity; a
consistent public image and workforce competence. GRI PR5
Econorte conducts an annual opinion survey, one of the principal indicators for the maintenance of its Quality System. In the second half of 2012, it conducted its 17th survey. In relation to general aspects of the condition and maintenance of the highway, the rate of satisfaction was 83.5%, and satisfaction with services provided was 85.5%. The statistics indicate satisfactory results in relations with clients, achieved through an understanding of their needs and improved maintenance and service provision.
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