Indicators
The quality indicators have been defined with the Oversight Structure for Highway Concessionaires of the Ministry of Infrastructure and Transport based on Directive No. 102/2009 and are valid for all Concessionaires. For each indicator, the base factor, unit of measurement, and reference standard are provided.
It is SPN’s objective to maintain the standards for the year 2025.
| Indicator Base Factor | Unit of Measurement | Reference Standard |
| Travel Safety Advance notice time for communications, via ordinances, related to worksites lasting > 5 days |
Advance notice time (h) in 85% of cases | 24 hours |
| Service Regularity State of horizontal signage (retroreflection)* |
(RL) Retroreflection (mcd lx-1 m-2) | 100 |
| Service Comfort Service area services – number of checks per month on at least 80% of areas With 1 check per month on 100% of areas |
n./month | 2 |
| Services for Disabled Travelers | n./month | 2 |
| User Information Response time to proposals and complaints via email |
response time in 85% of cases in working days | 10 |
* Compliance with the standard is verified (only for the right margin line and excluding tunnels, the winter operations period, proximity to worksites and Service Areas) on 90% over minimum stretches of 20 km.
