The majority of VINCI’s customers are public authorities or companies, with which the Group builds long-term partnerships – for motorways, airports, stadiums and other infrastructure – looking to develop relationships founded on trust over time. Close working relationships with both direct customers and end users are also crucial, right from the initial design phase, owing to the potential impact of projects on nearby residents. In addition, the resulting exchanges can provide important insights into the acceptance of planned structures by communities.
Group companies implement a range of measures and actions to promote dialogue, consultation and exchanges with project stakeholders and other key local and regional actors, including elected officials, local authorities, government agencies, associations representing users of infrastructure and facilities, as well as people living or working nearby. These include the following:
Alongside their ambition to build and maintain strong and lasting relationships with their stakeholders, Group companies also seek to anticipate the needs and expectations of both their customers and the end users of the infrastructure and facilities they design, build or operate. They do so by developing innovative solutions to promote the well-being and safety of end users, gauge their satisfaction, remain attentive to their concerns and provide them with better information.
Since the start of the health crisis, the business lines have been working to support customers and end users in various ways, such as building hospital structures and test and vaccination centres, maintaining communication networks, and ensuring the continuity of their services while complying with the various preventive measures.
As a result of the public health situation, VINCI Airports recorded a limited level of activity this year. Nevertheless, it is committed to satisfying passengers at all times and continuously improving the quality of its services and its customer experience. In 2021, eight airports across the VINCI Airports network received “Voice of the Customer” recognition from Airports Council International (ACI). A number of other initiatives were deployed at airports in France and around the world: renovating infrastructures and using new technologies to enable a more fluid passenger experience (Lyon-Saint Exupéry, Lisbon, Kobe and Samaná airports), offering valet parking robots for passenger vehicles (Lyon-Saint Exupéry and London Gatwick airports), developing alternative solutions to the destruction of items confiscated during passenger checks (Lyon-Saint Exupéry airport), and adapting leisure and retail spaces (Osaka Itami, Kansai International and Salvador Bahia airports). Alongside regular satisfaction surveys, some airports also have Skiply systems that enable passenger feedback to be collected in real time thanks to connected buttons positioned around each airport.
VINCI Autoroutes aims to build constructive relationships with its customers, remaining attentive to their usage patterns and needs, thanks in particular to specific communications materials. The VINCI Autoroutes networks have continued to develop their services, such as the Twitter feed, the dedicated website, the VINCI Autoroutes app, Radio VINCI Autoroutes and the customer service number (3605). In 2021, VINCI Autoroutes rolled out the new version of its service contract for customers. This new version is more than just an update and was fully reviewed and revised to ensure its alignment with changes in their needs and expectations, as well as the deep transformation under way on the mobility landscape. In other countries around the world, VINCI Highways has similar services, such as radio stations or chatbots to further strengthen its customer experience while improving safety.
No.1
VINCI Immobilier ranked by French people as their favourite brand (*)
(*) In the property developers category following a survey by OpinionWay.
In addition to continuously working to improve the quality of service provided for its customers and conducting regular satisfaction surveys, VINCI ensures a particularly strong focus on road safety in the Group’s mobility-related activities. VINCI employees drive tens of thousands of vehicles and site machines. They are all exposed to road risks, as are the hundreds of millions of people using motorways, roads and other infrastructure operated under concession contracts every year, as well as the airports operated by VINCI Airports. Regular awareness and information campaigns are organised, and specific training is provided for those who are most exposed.
In France, the VINCI Autoroutes Foundation for Responsible Driving focuses in particular on preventing risks relating to driver inattention and drowsiness. Through its research programme, the Foundation funds several scientific studies and investigations looking at road user behaviour. It also plays a leading role in making information on these two areas of concern available to drivers and the general public.
