Quality Report is the tool by which the quality indicators offered are monitored by relating them to those of expected/perceived quality in order to measure any deviations and improve weaknesses. Strada dei Parchi periodically conducts Customer Satisfaction surveys and based on the surveys is committed to improving service quality.
The quality indicators
Service quality indicators, valid for all concessionaires and defined in agreement with the General Directorate for Supervision of Motorway Concessionaires of the M.I.T., are as follows:
| Factors | Units of measurement | Reference standard. |
|---|---|---|
| Basic Factor: Travel Safety Time of notice of notices, through ordinances, regarding construction sites of duration > 5gg. | Time (h) of notice in 85% of cases | 24 |
| Basic factor: Regularity of service Roadway signage status (retroreflection) ( 1) (excluding winter operations period) | (RL) Retroreflectivity (mcd lx-1 m-2) | 100(2) |
| Basic Factor: Convenience of Service Area Services-Number of checks per month on at least 80% of areas. With 1 check per month on 100% of the areas | no./month | 2 |
| Basic Factor: Services for disabled travelers Service area services-number of checks per month on at least 90% of areas. With 1 check per month on 100% of the areas | no./month | 2 |
| Basic factor: Information to users Response time to proposals and complaints via e-mail. | Response time in 85% of cases in gg. | 10 working days |
(1) The figure refers to measurements taken in the roadway along the emergency strip. Tunnel sections, service areas, appurtenances and construction site areas are not considered.
(2) Compliance with the standard occurs on 90% over minimum routes of 20Km, consistent with the Single Convention.
