A specific team handles Customer Satisfaction (“CS”) activities. The team is made up of the managers of the various functions: Strategy, Quality & Improvement, Business Unit Railways & Mass Transit and Freight, RAMS (Reliability, Availability, Maintainability & Safety) and Operations. Customer Satisfaction activities consist of various stages and are carried out using different tools to accurately monitor the progress of projects until their completion. These tools include:
- Customer Satisfaction Monthly Meetings: monthly meetings via videoconferencing, to discuss CS activities and reach decisions on the steps to be taken.
- Customer Satisfaction Monthly Reports: quarterly reports prepared with the support of the business unit managers on critical projects. To date, 22 critical projects have been mapped. The Project Manager is responsible for reporting on critical points (in terms of planning, quality and costs) and the related mitigation action. A statistical analysis on the development of these critical points is attached to the report.
- Customer Satisfaction Survey: a series of oneon- one interviews with top representatives of a sample of customers. This survey begins with a letter signed by the CEO of Ansaldo STS sent to the customer’s CEO. It is carried out using a specific questionnaire attached to the letter to the customer. Since the end of 2012, twelve interviews have been conducted (Spain railways, Swedish railways, British railways, Italian railways, French railways, Hyundai-Rotem, Aurizon and customers in Taipei, Washington, Copenhagen and Stockholm).
Customer feedback is sent after any corrective action has been defined and performed following an evaluation of the questionnaires received.
- Post Commissioning Reports: reports included in the methodology defined by the Customer Satisfaction team for the RAM - Reliability, Availability and Maintainability – analysis of certain large projects.
- Complaints Management, the Project Managers are responsible for recording customers’ complains, which are sent each quarter to the Customer Satisfaction Coordinator, until the complaint is resolved. The Customer Satisfaction Team checks and records all information and, twice a year, prepares a global analysis. This analysis is used as the basis to calculate the “customer complaint” KPI.
- Customer Satisfaction of Project Teams, customer satisfaction is evaluated for each key project considering the following main aspects: contract value, project duration/delay, service quality and product quality. The Regional BU managers gather the results of these surveys from the Project Managers. Finally, the CS Team checks the global results and their consistency with expectations.
- Customer Satisfaction Reports: reports prepared half-yearly by the Customer Satisfaction Leader.
These reports summarise CS activities in the period (CS of the Project Teams, complaints analysis and focus on various projects) and are sent to the company’s senior management. They are included in the Organisational and Process Management Review.
Based on the Customer Satisfaction Survey and direct interviews with customers in 2013, the average scores comparing Ansaldo STS products with competitors (the range of scores goes from 1, extremely unsatisfied, to 10, extremely satisfied) are given below).
|Ansaldo STS products from a technical point of view||7,5|
|Best competitor products technically||7,0|
|Ansaldo STS products cost/value||7,0|
|Best competitor cost/value||6,0|
Metro Copenhagen Customer Satisfaction
Ansaldo STS was awarded the contract to operate and maintain the Copenhagen Metro until the end of 2018.
This contract was agreed in January 2010 following a European tender. The contract remuneration is indexed to service availability, punctuality and the results of customer satisfaction surveys. Customer satisfaction is indeed of vital importance to the Metro, both in terms of maintaining existing customers and attracting new customers. Accordingly, the Danish customer, Metroselskabet, and Ansaldo STS devote considerable attention to customer feedback.
Various tools are used to understand Danish metro passengers’ needs and expectations. They include quarterly customer satisfaction surveys.
In 2012, for the third year in a row, the Copenhagen Metro was named the world’s best automated metro.
This award was given at the “Metrorail” conference of leading experts in metro systems around the world.
A key element in the selection of the awardees is the high level of control and customer satisfaction.
Since the metro was rolled out (in 2002), customer satisfaction with “Metroselskabet” has been carefully monitored through surveys conducted by an independent entity. However, only after the M1 and M2 lines were completed, were customer satisfaction results included in the contractual agreements.
Metroselskabet and Ansaldo STS continue to analyse and report on the survey results, which are published quarterly.
In 2014, passengers numbered roughly 60 million.
Surveys were performed on a sample of approximately 5,000 users and their satisfaction is regularly monitored in accordance with the following aspects: Satisfaction with the journey, Cleanliness of the stations, Cleanliness of the trains, Timeliness, Service quality, Updating of information and Safety.
Each of these performance factors is directly assessed by passengers and then compared with specific, predefined targets. The summarised results of the 2014 survey are given below.