318 Number of customer service lines in operation

1.4 mill. Inquiries attended

99.2% Inquiries resolved

19 Days on average taken to resolve complaints

Customers and users

Their expectations:

  • Enhanced mobility through quality infrastructures.

  • Prevention of inconveniences caused by safety issues or works in progress.

  • Satisfactory service information.

As a mobility infrastructure operator, Ferrovial's has 1 billion users who use the facilities and services it has on the market. Ferrovial strives to meet its customers and users' best expectations and devotes efforts to anticipating their needs (Code of Business Ethics).

Protecting the privacy of customers with respect to contracting products and services is our customers' right and our obligation. Our privacy policy is governed by the pertinent national legislation in each country where we operate. Benchmark legislation includes the Organic Constitutional Law on Protecting Personal Data (Spain), the Data Protection Act (United Kingdom) and the Personal Information Protection and Electronic Documents Act (U.S.). The Quality System's organisational procedures ensure the proper archiving of all documentation and the privacy of all incoming and outgoing information.

Customer satisfaction surveys, post-sales and customer service departments and concession and Company websites are the channels used to attend to customer and user opinions, inquiries and complaints. In 2007, Ferrovial companies had a total 318 customer service lines in operation, which handled 1.4 million inquiries.

  • Construction. 173 complaints about quality were received from customers in this area and the ratio of complaints opened to complaints closed was 65%, which indicates that resolution and closing rates were higher than reception rates. The channel for receiving complaints is systematised through an internal customer complaints procedure and an external communications procedure. Production line complaints are normally channelled through a number of different means (mail, e-mail, fax, telephone or verbally) and the heads of the production, service and unit lines are responsible for reporting them to the Quality and Environment Department for their incorporation into the Quality Integrated System (SIC).

  • Airports. BAA has a system in place denominated QSM (Quality of Service Monitor) to measure passenger satisfaction. Nearly 75,000 face-to-face interviews with passengers in non-commercial areas and 215,000 interviews in commercial areas were conducted in British airports in 2007. Each month, BAA handles approximately 10,000 customer opinions on the cleanliness of services, length of security queues or clarity of flight information and signage. The results are compiled in a monthly report that is sent to the BAA Board. Passengers gave BAA an overall score of 3.9 points out of 5 on average, which reflects a "Good" level of satisfaction. Most airport complaints take the shape of written letters (forms are available right at the terminals) or e-mails. The BAA website includes a function (SERVICEmail) that allows messages to be sent directly from the site.

  • Toll roads and car parks. The ETR 407 in Toronto (Canada) has its own customer services and the Chicago Skyway, Autema, Ausol, Radial 4, Madrid-Levante, Cintra Chile and Eurolink have their own respective websites and customer service call centres. Cintra also has a Customer Service Department to attend to inquiries about on-street and off-street parking and its Sales Department attends to inquiries and complaints about resident parking spaces. Cintra's car parks received an overall score of 4.1 points out of 5. All Cintra concessions have complaint books as well as other channels, such as call centres and a space for e-mail messages on concession websites. Last year, there were fewer complaints in the tow truck area of Cintra's car park division.

  • Services. The services divisions have several different customer service departments. Eurolimp, Ferroser and Grupisa have call centres that handle reports related to maintenance, conservation, cleaning and construction contracts, in addition to communicating emergency warnings and other information. Ferroser, Grupisa and Eurolimp customers gave them a score of 3.9 points out of 5 on average in satisfaction surveys. Ferroser, Eurolimp and Grupisa received a total of 124 complaints in the services area, 97% of which were resolved.

    Customer service at Cespa and its subsidiaries is structured separately at each facility. The conditions for these services in public contracts are usually determined by the customer's bidding conditions and in private contracts include a telephone switchboard at each centre to direct inquiries to the most appropriate staff members. In 2007, Cespa launched a campaign to measure customer satisfaction. Composting, landfills, collection, transport and transfer of sanitary and industrial waste and non-hazardous waste treatment scored 7.9 points out of 10, as in 2006. Complaints in the transport and urban waste treatment areas are usually handled by the Sales Department. The manager or head of contract services in Urban Services receives complaints from direct customers (municipal authorities) and switchboards receive complaints from indirect customers (citizens).

  • Corporate. The Ferrovial Group's Quality and Environment Department handles complaints from customers or users who are dissatisfied with solutions provided by the business area and request solutions on the Ferrovial Group's channel. These complaints are received by e-mail (dca@ferrovial.es), telephone or post and registered in the "Shyva" application, which monitors the number of complaints, analyses their causes and identifies the companies involved and resolution time, among other variables.

    Altogether, 12 complaints were handled in 2007, fewer than half the number than in the previous year, owing to the sale of the real estate division: 10 complaints were related to construction and 2 to the real estate area. One complaint was received about airport management and another about its handling services.

    All these complaints were resolved and closed in 2007. More than half (66.67%) were resolved in fewer than four weeks, 83.33% within 8 weeks and 91.67% within 15 weeks.

Customer Service

dca@ferrovial.es

www.ferrovial.com