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
Apr 2026
May 2026
1.955
2.014
2.108
2.076
92,74%
97,01%
Passenger Service Regularity in the Strait of Messina
Number of trips actually operated
Number of guaranteed scheduled trips
Calculated Ratio: (Operated / Scheduled) × 100
Apr 2026
May 2026
2.108
2.076
2.040
2.040
103,33%
101,76%
- Good: > 99%
- Acceptable: 95% – 99%
- Needs Improvement: < 95%
Assessment Criteria:
Staff Courtesy
Number of complaints received regarding lack of courtesy during the month
Apr 2026
May 2026
1
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
Apr 2026
May 2026
-
-
1
-
1
-
- 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
Apr 2026
May 2026
347
442
347
441
-
1
0,00%
0,23%
- 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
Apr 2026
May 2026
797
1.052
789
1.046
8
6
1,00%
0,57%
- 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
