Annual and
Sustainability Report
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ISE 20

User satisfaction with the services rendered by CCR is continually monitored and evaluated, and the results influence each concessionaire’s strategy in terms of services and improvements. The most recent evaluation held in 2010 by the DataFolha Institute showed a high level of overall motorist satisfaction with the concessionaires CCR NovaDutra and CCR ViaLagos, with 74% and 60%, respectively, but indicated a decline in approval of the other units, averaging between 53% (CCR Ponte) and 65% (CCR RodoAnel and CCR AutoBAn) (see box).

With the commencement of subway operations, we were able to evaluate the acceptance of subway yellow line 4. The initial results have been positive. A survey carried out by Ibope (the Brazilian Institute of Public Opinion and Statistics) between August 31 and September 1 at the Paulista and Faria Lima stations showed that user approval stood at 99% (see box).