The user is always right!

In order to fulfil and exceed expectations of our customers, we measure their satisfaction and ask for their opinion. With this aim user satisfaction surveys have been regularly carried out since 2005, when the first one was performed directly on the motorway. Since then the users have a possibility to complete a questionnaire on our web site, and the results are regularly monitored.

In trying to improve earlier surveys and to measure motorway users’ satisfaction, and then, led by the results, to implement appropriate improvement measures, this year we again carried out the survey directly on the road, i.e. at the service areas along the motorway.

User surveys and interveiws were carried out on July 3, 4 and 5 by students, who were giving out the questionaires, interviewing, helping users in completing the questionaires, and collecting the completed ones. The survey was performed at the road service facility areas in Draganić, Ravna Gora and Lepenica. A promotional item was given for each questionnaire completed (pen, refreshing tissue, hat or other ARZ souvenir).

Users could remain anonymous or leave their contact data and participate in a prize contest. In these three days a total of 844 questionnaires were correctly completed, thereof 285 anonymous; 559 users took part in our contest (a little over 66%).

The president of ARZ Managing Board drew the winners of our prizes.

We contacted the winners, and according to arrangements with them, prizes will be collected at our premises or sent by post.

SURVEY RESULTS

We used a graphic presentation for the overall grade: The best grade, happy green smiley was awareded to us by 591 users (70%).

Medium, yellow (so-so) face was awarded by 216 users (26%).

This is really a good grade. However, we can and we must do better!

Red, frowning face is not the face we want to see at our users. Still, 9 of them (1%) marked precisely this face, and 28 (3%) of users did not answer this question.

The best graded segments, as in all surveys carried out up to date, are appearance and cleanliness of toll plazas and cordiality of toll collection personnel. The average grade for both elements is 4.4.

COMPARISON WITH 2005

We progress and improve all the time!

As we mentioned earlier, in June 2005 the previous direct survey was carried out on the motorway. The results were good, but we are happy to see that this year they are even better. This is a confirmation of our work and the direction in which we are heading.