The management systems implemented in accordance with international ISO standards and the internal requirements described in the procedures that outline the way to assess the maturity of these systems effectively mean that the company must have processes in place that are able to measure customer satisfaction and analyze their needs and expectations..
 

This analysis ultimately leads to specific objectives and action plans for meeting expectations and improving customer satisfaction. This is also taken into account by the management when establishing and defining strategy for each company. Implementation of this practice is reviewed and evaluated during the annual program of management system Control and Follow-up Visits (CFV), which determines the effectiveness of the measurement process employed..
 

Given the diversity of Abengoa’s activities, products and services, and the customers targeted by the satisfaction study, the analysis is handled separately by each company and in certain cases results are obtained for each business unit. The flow chart below illustrates the most commonly used procedure.

 

The most widely used tools for determining customer satisfaction are:

• Customer satisfaction surveys or interviews.
• Questionnaires on internal perception of customer satisfaction.
• Handling of claims and complaints.
• Letters of congratulation received, signing of agreements on quality, and customer contractor assessments.