Service Quality

Work areas

The knowledge that we occupy a position of leadership in a sector that is so important to the social and economic fabric of the country, reinforces Autostrade per l’Italia's desire to offer a quality of service that is getting better and better. Reducing inefficiency across the network, developing environmentally friendly infrastructures, meeting the needs of society, using innovative technologies and tools, making the travel experience satisfactory from all points of view and safer: this is the level of quality the Group is aiming for.

The activities of Autostrade per l’Italia affects a great number of people and entities, each with their own specific needs. So offering a high quality service means meeting a vast spectrum of requirements expressed by different people and groups.

Autostrade per l'Italia believes the quality of the service is defined by its ability to meet several goals at the same time (from respecting the environment to providing facilities for travelling mothers), and so it constantly monitors not just how the network itself is working, but the demands and concerns of its stakeholders. It is clear from the actions Autostrade per l'Italia takes every year to improve the quality of service that there is a clear understanding of the social aspect of the role it plays within the country, such as:

  • monitoring perceived quality (Customer Satisfaction surveys)
  • defining the quality standards and sharing them in the Service Charter (drawn up in line with Anas' operating instructions and touching on issues such as the plan for maximising the network, road safety and tutor, managing traffic conditions, tolls and methods of payment, road traffic information, services for the comfort of travellers available in service areas, the telepass, actions taken in relation to environmental policy, complaints and refunds and the conciliation procedure)
  • monitoring the quality delivered, with the Quality Report
  • maintaining a customer care system (the traffic information Call centre , the sales call centre)
  • dialogues with consumer associations (the Service Safety and Service Quality Conference)
  • exchanges with authorities to identify critical issues across the network and to ensure regulatory standards are always up to date
  • exchanges with the world of research to ensure we are keeping up with developments in the technology used across the network and on behalf of the network (Autostrade per la conoscenza).