Customer satisfaction

The concept of Customer Satisfaction, or “customer satisfaction” was born in the perspective of a citizen-oriented culture and growing attention to quality. For Ferrovie Appulo Lucane, it represents one of the tools used to place the traveler at the center of the company’s mission, through verifying the level of efficiency and effectiveness of the perceived service and the level of user satisfaction.

This survey, which is also provided for in the Service Contracts signed with the Regions, commits to:

• define the weaknesses and areas of potential improvement for structures and services;
• understand the user’s perception of the renewal actions implemented by the Company for the renovation of company structures and services;
• quantitatively and qualitatively map the universe of FAL users: who they are, what they do, and what are the drivers for using the services;
• produce new insights for an effective marketing and communication plan in the short to medium term.

The analysis is carried out through personal “face to face” interviews along the entire rail and road network of Puglia and Basilicata, addressing topics concerning safety, network coverage, management of delays, interruptions or other emergencies, cleanliness, relational aspects, and staff professionalism.
Ferrovie Appulo Lucane will inform users in advance of the periods when the survey will be conducted in order to obtain greater cooperation from the travelers themselves.

The Company commits to making known and disseminating the data from the Customer Satisfaction surveys through the appropriate company information channels, including the website www.ferrovieappulolucane.it and Facebook.