Ferrotramviaria is committed to assessing the level of traveller satisfaction through the internal verification of indicators set as targets in the Service Charter and the systematic survey of public opinion, analysed using indices suitable for evaluating user satisfaction.

From the knowledge-based surveys conducted on a sample of Ferrotramviaria S.p.A. travellers, an interest and focus on the quality and efficiency of the service offered has emerged. This is part of an ongoing effort by the company to work alongside its passengers, providing all necessary support.

The Customer Satisfaction surveys required by the Service Contract aim to measure the quality perceived by customers. They are conducted through periodic surveys in accordance with Measure 5 of Resolution Art no. 16/2018. From 2022, customer satisfaction will be measured by a specialist third party organisation with recognized experience and professionalism in the field.

These surveys are aimed at measuring the customer satisfaction index and identifying necessary adjustments to the service quality standards to meet demand needs.

The results of these surveys are made available to the public annually on the company's website, are also included in the Annual Quality of Services Report, and can be consulted in Attachments A and B of the Service Charter.

Attached, you can download and review the history of all the surveys conducted.