Quality Monitoring in Service Stations

Quality monitoring in Service Stations is ensured both by the presence of Autostrade per l'Italia personnel manning the area, and by independent third-party Entities that guarantee third-party monitoring processes (e.g. cleanliness and proper operation of restrooms and sales areas, opening hours, ease and speed of refuelling, staff courtesy and helpfulness, etc.).

The third-party Entity in charge of monitoring carries out over 16K visits per year, 24/7 in all Service Stations, i.e. one visit every 3 days (approx. 80 visits per year) on average to each Service Station, simulating Customers’ behaviour. It has a UNI EN ISO certified Survey Manual. Penalties will be imposed on the Operators if the established standards are not met.

The services provided by Contractors are evaluated through Delivered Quality and Perceived Quality Indicators, collected through motorway Customers’ continuous listening tools.