Sustainable Development

VINCI companies are encouraged to maintain and improve the quality of their products and services. This continuous improvement approach is reflected in the quality certifications obtained and renewed for all our companies.

At Eurovia, 88% of the roadworks activities are now certified ISO 9001 in France, and 90% abroad; as are more than 73% of manufacturing activities (coating plants and binder plants) in France and 90% abroad; and 54% of Eurovia’s French quarries are certified ISO 9001, and 100% are certified abroad. At VINCI Energies, 63% of companies are certified ISO 9001. All VINCI Construction divisions have a quality, safety and environment department; 68% of VINCI Construction business is certified ISO 9001,

At VINCI Concessions, in 1994, Cofiroute was the first French motorway company to obtain ISO 9001 certification for is network operation activities. Its certification was renewed for three years at the end of 2007. The auditors singled out in particular the company's "strong customer focus", employee involvement at all levels of the organisation and its excellent grasp of the principles of continuous improvement. ASF's ISO 9001 certification was renewed for its motorway design-build and development activities. In addition, the qualitative and quantitative surveys carried out over the past three years have led to the creation of new services: re-release of the road map A la découverte du Patrimoine sur les Autoroutes du Sud de la France (discovering heritage assets on ASF's motorway network), provision of new online services on the ASF and Escota network websites, distribution of regional products at certain rest areas, etc.

At VINCI Park, service quality is at the centre of the company's culture and practices. It is the subject of a considerable part of the courses given at the VINCI Park school. Through the 10 points of its quality charter, VINCI Park undertakes to provide its customers with the best possible reception and service. In its French network of car parks, compliance with these commitments is checked during impromptu visits by mystery customers, whose scorecards are used to identify areas requiring improvement. Customer surveys are carried out to pinpoint expectations and adapt services accordingly. A system has also been implemented to measure the quality of service provided by call centres. The VINCI Park free-phone number for customer relations operates 24 hours a day, seven days a week; it is displayed on all the brand's communication material, notably on car park tickets. Each call is followed by a brief report sent to the director of the particular region. The percentage of complaints (10% of calls) has remained unchanged although the actual number of calls has risen.

Lastly, our subsidiaries are developing quality assessment systems on their intranet sites and are pooling the data collected: customer satisfaction evaluations, feedback, analysis of deviations, etc.