Its purpose is to bring together in a shared space representatives of social entities and FGV customers who frequently use the service, in order to:
- Help with their contributions to get a closer view of our image and services.
- At the same time, hey will be involved in the resolution of demands.
- The proposal of new actions intended for improving service quality, convenience and safety.
The Customer Participation Committee (one in Metrovalencia and another in the TRAM d’Alacant (Alicante Metropolitan TRAM) is made up of a maximum of 15 people. These members must act and meet in a coordinated manner: with set topics and a prior agenda, there is interaction between the company and customers in order to achieve greater commitment and complicity. A thematic meeting is held at least once every six months.
The members of the Customer Participation Committee are representatives of associations and public entities, as well as members appointed by the different public universities. Furthermore, at least four people who frequently use the metro and tram services take part in each round table, and are invited to find out about their contributions, complaints and suggestions. From FGV, the issues to be proposed are taken from the set of claims which are handled in the company, the Customer Satisfaction Index surveys and and the surveys and opinion polls, or those topics which, due to company policy, we are interested in discussing.
The annual quality surveys are also presented at the Customer Participation Committee, and their results will also serve as guidelines and indicators for future meetings.