Achieving customer satisfaction is essential for effective business development. Therefore, apart from the commitment to reliable products and services, systems have to be implemented to enable the company to ascertain consumers’ expectations and level of satisfaction.

Based on the results obtained through these systems, specific objectives and action plans are drawn up in order to meet expectations and improve customer satisfaction. Implementation and smooth functioning of these processes is reviewed and evaluated by means of an annual program of control and follow-up visits.

 

 

The most widely used tools for gauging customer satisfaction are the following:

• Customer satisfaction surveys or interviews.
• Questionnaires on internal perception of customer satisfaction.
• Meetings held periodically with customers.
• Handling of claims and complaints.
• Congratulation letters, signing of agreements on agreed levels of quality, and customer assessments.

There were no reports via the reporting channels in place at Abengoa of any fines in 2011 for failure to comply with regulations regarding the supply and use of products and services.