User satisfaction is the most valuable asset and initiator of the present and future business achievements.
The main objectives of conducting a survey is improving the quality of business performance and increasing satisfaction of motorway users. Since 2005, Autocesta Rijeka-Zagreb d.d. has continuously been conducting and processing online user surveys, and occasionally surveys directly on the motorway. We would like to thank all the survey participants for their contribution to quality improvement of the Company's business performance.
The overall average grade has been increasing for four consecutive years.
|Overall average grade|
The best graded aspects, with an average grade of 4.0 refer to the service and staff cordiality, appearance and cleanliness of toll plazas, markings and signalling, offer on the rest service facilities. Traffic safety and providing timely information on road conditions were graded with an average grade of 3.9, and appearance and cleanliness of the rest areas and road patrol presence on the motorway was graded with 3.8 and 3.7.
The worst graded aspect remains high pricing of toll (with an average grade of 2.6).
Average grades of particular aspects (2011)
Significant number of users leaves their contact details when completing the survey, which we then use so as to apologize once again to the users who were not satisfied with one of our services and send them a greeting card with warm wishes for Christmas and New Year.
In addition to filling in the survey, the users have an opportunity to say what it is exactly about the motorway that makes them especially satisfied, or unsatisfied, as well as add something we did not ask them, and they consider important.
Complaints mostly referred to false categorization of vehicles, charging double the amount of toll, complaints regarding invoicing and delayed reactions, over-extended road closure and providing insufficient information to road users.
Commendations mostly referred to the appearance and cleanliness of the motorway, rest areas and toll plazas, then to the motorway as a safe and quick route for reaching the seaside, and to the fire brigade, who are, according to your words, "great, professional, quick and polite, as well as always ready to help".