Procedure for inspections in rest stations

The control procedure governing Quality Inspections in Rest Stations is ensured both by the presence of ASPI personnel manning the territory, and by independent third parties to guarantee the impartiality of the inspection process, in accordance with the technical and quality annex provided for in the Agreements on service quality and efficiency parameters (e.g. cleanliness of toilets and sales areas, product quality operation, opening hours, ease and swiftness of restocking, staff courtesy and helpfulness, etc.).

The Third Party Monitoring Organisation carries out over 16 thousand visits per year in mystery client h24 mode on over 80 KPIs in all Rest Stations, through more than 70 inspectors. It is equipped with a Survey Manual certified in accordance with UNI EN ISO Standards, with which the contractors must comply, without prejudice to the right to resort to an arbitration procedure, in the event of a dispute. Penalties will be imposed on the Operators if the established Standards are not met.

The services provided by the Contractors are evaluated through Delivered Quality and Perceived Quality Indicators, collected through motorway customers’ continuous listening procedures.