Delivering a punctual and safe transport service is not just Trenitalia's main objective; it is also the very essence of Trenitalia as a company at the service of the whole community. To provide high quality services, the company is committed to improving a number of essential factors such as punctuality, comfort, safety and customer assistance.

This is why Trenitalia has planned quality enhancements based on the EFQM European Excellence Model, and has identified operational measures to guarantee an appropriate degree of competitiveness based on the service quality.

In April 2004, Trenitalia was awarded the EFQM Level I 'Committed to Excellence' recognition. This operational strategy has already produced its first results. According to tests carried out by Trenitalia to ascertain the quality of its journeys, three out of four travellers declared that they were satisfied with the service.

The Service Charter, self-evaluation of internal processes and Customer Satisfaction surveys are therefore an integral part of our corporate system, striving for Quality and customer satisfaction. The resultant actions are targeted at improving internal performance and results, specifically in terms of:

• Punctuality/regularity
• Cleanliness
• Comfort
• Safety
• Additional customer services
• Customer Care

  Service Charter