A quality control plan is in place with over 1400 audits throughout the year, carried out by accredited External Companies and internal staff.
Below are the Compliance results achieved in 2024 on the main Quality Indicators:
Indicator % Compliance 2024
- Oil Service 98.50%
- Refreshment Service 99.65%
- Sanitation 96.50%
- Outdoor Areas (Plots) 94.49%.
In addition, the Customer Satisfaction Measurement Survey is always carried out by accredited External companies. The survey aims to monitor the level of satisfaction of highway customers regarding the services offered in the Service Areas present in Strada dei Parchi. The survey was addressed to a representative sample of highway users, with questionnaires divided into the different service areas and different types of customers (motorists/drivers). The writing of the questionnaire was focused on maintaining the historical series with previous surveys. In addition to comparison data, participants were stimulated to provide input on desired improvement and to suggest new kpi to be included in future evaluations. The surveyor conducted 2 Customer Satisfaction Survey campaigns on all Service Areas by conducting 40 interviews per Service Area and per campaign, for a total of 80 interviews per Service Area in the single year.
A competitive procedure for the selection of a new surveying agency is planned for 2025, and the indicators in the relevant technical specifications are in line with the new measures related to ART Resolution 1/2023.
At this link (PDF file), the quality annexes with the relevant benchmark indicators for each service being audited (commercial food services, commercial oil services, and sanitation services) can be viewed.
