Customer Satisfaction and Engagement
Part of improving the customer experience is ensuring our customers are satisfied and happy with the quality of their interactions with us. We’re committed to listening to our customers’ needs, their concerns and responding to their requests (and any problems they may have) in a timely
Offering our customers ‘Value for Money’, that a safe, reliable, comfortable and convenient driving experience at a competitive price is important to us.
Operational excellence is critical to delivering a safe and seamless experience for our customers. That is foundational to our offering, as is our commitment to continuously improving the customer experience.
All of our businesses offer customers the opportunity to engage, both in person at customer service centres and online through their websites. Customers are kept informed of road conditions through variable message signage on the roadway, through updates on our businesses websites and through targeted information services such as the Warnow Tunnel app and the dedicated radio channel at APRR.
Our businesses also conduct customer satisfaction surveys periodically to measure satisfaction levels and to identify areas for improvement. In 2024 APRR also introduced a new online community participation portal to gain valuable insights from customers. Nearly 650 volunteer and motivated customers joined the community to share their feedback and assist with developing future solutions with the APRR teams.
Using innovative ideas to connect with customers
There are now more than 600 ‘brown signs’ installed in France, including on the APRR network. These cultural panels were originally created in the 1970s as a road safety innovation to break up the monotony of long-distance driving and have been going through a period of renewal since 2014. In 2022, APRR launched the Panorama podcast program, which was designed to enhance the travelling experience and encourage customers to explore the rich culture and attractions on offer in the regions in relation to the ‘brown signs’ alongside their motorways. It provides listeners with information to help them plan their route and encourages them to stop and rest in local towns. This initiative supports both customer safety and the economies of local communities along the routes. Panorama has been very successful, recording more than 300,000 listens within three months of the launch of season two in early 2024.
