RAV applies service quality indicators, valid for all motorway concessionaires and defined on the basis of Directive No. 102/2009 of the Minister of Infrastructure and Transport with the General Directorate for the Supervision of Motorway Concessionaires.
The indicators are continuously monitored, and the results of the measurements, which are finalized annually, are communicated to the Ministry and made known to users through publication in the Service Charter and on the company’s website.
The quality indicators are as follows:
| UNIT OF MEASUREMENT | REFERENCE STANDARD | COMPLETION OF 2024 OBJECTIVES | |
|---|---|---|---|
| Base factor: Travel safety Time of advance notice of communications, through ordinances, related to work zones with duration >5 days. | Time (h) of advance notice in 85% of cases | 24H |  |
| Base factor: Regularity Horizontal road signs condition (Retroreflection) (1) | (RL) Retroreflection (mcd lx-1 m-2) | 100** RL | |
| Base factor: Information to users Response time to communications and complaints via email to the address info@ravspa.it | Time (days) of response in 85% of cases | 10 working days | |
(**) Compliance with the standard is verified, excluding the winter operations period, on 90% of minimum sections of 20 km, in accordance with the Single Convention.
(*) The data refers exclusively to measurements carried out on the carriageway along the continuous emergency lane stripe. Sections in tunnels, service areas, appurtenances and work zones areas are not considered.
In the year 2024, all reference standards were achieved.
