Assessment Criteria:
- Good: > 95%
- Acceptable: 91% – 94%
- Needs Improvement: < 90%
Service Quality Monitoring
Passenger Service Punctuality in the Strait of Messina
Number of on-time departures
Total number of scheduled departures
Calculated Ratio: (On-time Departures / Total Departures) × 100
Nov 2025
Dec 2025
2.118
2.421
2.262
2.562
93,63%
94,50%
Passenger Service Regularity in the Strait of Messina
Number of trips actually operated
Number of guaranteed scheduled trips
Calculated Ratio: (Operated / Scheduled) × 100
Nov 2025
Dec 2025
2.262
2.562
1.800
1.860
125,67%
137,74%
- Good: > 99%
- Acceptable: 95% – 99%
- Needs Improvement: < 95%
Assessment Criteria:
Staff Courtesy
Number of complaints received regarding lack of courtesy during the month
Nov 2025
Dec 2025
2
-
- Good: 0 – 2 complaints
- Acceptable: 3 – 4 complaints
- Needs Improvement: ≥ 5 complaints
Assessment Criteria:
Cleanliness of Terminals, Vessels, and Ticket Offices
Reports of Cleaning Deficiencies (Audit Source)
Reports of Cleaning Deficiencies (CRM Complaints Source)
Total Monthly Reports
Nov 2025
Dec 2025
-
3
-
-
-
3
- Good: ≤ 1 report
- Acceptable: 2 – 4 reports
- Needs Improvement: > 4 reports
Assessment Criteria:
Customer Satisfaction
Number of survey questions with an average score below 3.5 (on a scale of 1–5)
Year 2022
Year 2021
0
1
- Good: ≤ 1
- Acceptable: 2
- Needs Improvement: > 2
Assessment Criteria:
Refund Management – Execution Times
Number of refund requests submitted
Number of refunds processed
Number of refunds pending
% of refunds pending
Nov 2025
Dec 2025
342
335
342
334
-
1
0,00%
0,30%
- Good: < 2%
- Acceptable: 2% – 4%
- Needs Improvement: > 5%
Assessment Criteria:
Complaint / Support Request Management
Number of Complaints / Assistance Requests Received
Number of Complaints / Assistance Requests Closed
Number of Complaints / Assistance Requests Pending
% of Complaints / Assistance Requests Pending
Nov 2025
Dec 2025
542
899
542
899
-
-
0,00%
0,00%
- Good: < 2%
- Acceptable: 2% – 4%
- Needs Improvement: > 5%
Assessment Criteria:
Survey Results
Number of participants: 1,400 / Average score: 3.8 / 5
Strong points
Identified Strengths: Vessel punctuality
4,3
Identified Strengths: Courtesy and performance of ticket office personnel
4
Weak points
Areas for Improvement: Ticket office facilities
3,4
Areas for Improvement: Waiting time at the terminal prior to boarding
3,5
