Annual & Sustainability Report 2017
MESSAGES
ABOUT THE
REPORT
THE
CCR GROUP
STRATEGY AND
OPPORTUNITIES
BUSINESS
MODEL
SERVICES
TOLL ROADS
URBAN
MOBILITY
AIRPORTS
OUTLOOK
T
Quality of service
The improvements made and the service delivered to
travelers on the toll roads managed by CCR Group aim
to achieve maximum satisfaction among users. Therefore,
the service provided by the units is based on four pillars
- Comfort, Guidance, Fluidity and Safety - which are the
cornerstones of the development of different projects and
investments to allow a safe and comfortable journey.
These projects include the highway preservation programs,
through cleaning activities, mowing of grass on traffic islands,
maintenance of road signs and lanes, among other aspects.
The quality of service provided to users is continuously
monitored through different tools. With the support of
Instituto Datafolha, CCR Group organizes an annual
survey with car and truck drivers, carriers and opinion
makers. Monthly surveys are also held with users who
have needed road assistance, and are supported by the
ombudsman services.
External bodies, such as the Confederação Nacional dos
Transportes (National Confederation of Transport - CNT),
also organize annual evaluations of the conditions of
Brazilian highways and elect the best according to different
CNT 2017 HIGHWAY SURVEY
BEST HIGHWAYS IN BRAZIL
1st
Rodovia dos Bandeirantes (CCR AutoBAN)
4th
Rodovia Anhangüera (CCR AutoBAn)
6th
8th
Rodovia Hélio Moreira Salles - SP-215 (Renovias)
Rodovia Castello Branco (CCR ViaOeste)
9th
Rodovia SP-255 (CCR SPVias)
19th Via Dutra (CCR NovaDutra)
CCR ViaLagos had the toll road evaluated
as excellent in all aspects (general state, pavement,
road signs and geometry).
technical criteria. The Bandeirantes Highway (SP-348), managed
by CCR AutoBAn, was voted the best in the country in 2017 - an
award that it has received for six consecutive years.
The surveys indicate user satisfaction with the various investments
made in improvements, but indicate that the cost of toll charges
is a critical aspect. Therefore, users' perception of quality of the
service, through constant bulletins and improvements, is essential
to add value to the business model of CCR Group.
Award
In 2017, CCR ViaOeste won the Ouvidorias Brasil Award,
organized by the Associação Brasileira das Relações
Empresa-Cliente (Brazilian Association of Customer
Relations). The unit, winner of the award for the fourth
consecutive year, took advantage of the opportunity
to demonstrate differentiated processes, such as the
Active Ombudsman's Service in the works carried
out, implementation of the satisfaction survey on the
concessionaire's website, and other aspects.
29
USERS SATISFACTION
INDEX
77%
76%
78%
III
2015
2016
2017
Annual & Sustainability Report 2017 • CCR Group
Works delivered faster
CCR AutoBAn concluded, almost three
months ahead of schedule, the delivery of
the first stage of the Jundiaí Road Complex
(SP), one of the main road improvement
projects to ensure better traffic fluidity and
safety for users of the Anhanguera Highway.
The residents of the city also benefited
from pedestrian tracks and approximately 1
kilometer of cycle track as well as lampposts
with LED bulbs. To celebrate the delivery of
the construction work, CCR AutoBAn, in
partnership with the municipal authority of
Jundiaí, held a foot race on the new Viário
Municipal (municipal road) over a distance of
almost 5 kilometers.View entire presentation