A specific team handles Customer Satisfaction (“CS”) activities. This team is made up of the managers of the various functions: Strategy, Quality & Improvement, Railways & Mass Transit and Freight, RAMS (Reliability, Availability, Maintainability and Safety) and Operations. Customer Satisfaction activities consist of the various stages and are carried out using different tools to monitor customer satisfaction and 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: monthly reports prepared with the support of the 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 one-on-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 conducted using a specific questionnaire. Since the end of 2012, six interviews have been conducted (Spain railways, Swedish railways, Italian railways, Hyundai-Rotem, British railways and a customer in Taipei). Customer feedback is sent after any corrective action has been defined and performed following an evaluation of the questionnaires.
- Post Commissioning Reports: reports included in the methodology defined by the Customer Satisfaction Team for the RAMS analysis of certain large projects.
- Complaints Management: the Project Managers are responsible for recording customer complaints, 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 Customer Satisfaction 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 Customer Satisfaction activities in the period (customer satisfaction 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||7,6|
|Best competitor products technically||7|
|Ansaldo STS products cost/value||7,1|
|Best competitor cost/value||6|
Copenhagen Metro Customer Satisfaction
Ansaldo STS was awarded the contract to operate and maintain the Copenhagen metro until the end of 2018.
The current 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 of vital importance to the metro, both in terms of maintaining existing customers and attracting new ones. Accordingly, Metroselskabet, Ansaldo STS and Metro Service devote considerable attention to customer feedback.
Various tools are used to understand Danish metro passengers’ needs and expectations, including 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 launched (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 contractual agreements. Metroselskabet and Ansaldo STS continue to analyse and report on the survey results, which are published quarterly.
In 2013, passengers numbered around 60 million. Investigations were performed on a sample of approximately 4,500 users whose 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 aspects is directly assessed by passengers and then compared with specific, predefined targets. The summarised results of the 2013 survey are given below.