2009 TAXI SERVICES CUSTOMER CHARTER
 |
BACKGROUND
The services charter is a document developed every year by the companies involved in public utility services, pursuant to P.C.M. dated 27.01.1994 and P.C.M. dated 30.12.98.
It represents a means to support and tutelage for the customers, and a stimulus for the companies to improve and innovate.
Concretely the charter represents for the companies a means to communicate present and future objectives and improvement of the service, while for the customers the chart represents a means to know the companies and to verify the achievement of the declared objectives.
BASIC PRINCIPLES
Equality and impartiality of the behaviors
The SAMARCANDA privately-owned public transport service, it is inspired to the principle of equality of the rights of the citizens and impartiality. SAMARCANDA ensures the service to all the people without any distinctions of nationality, gender, race, language, religion or opinion . In the same way, through the progressive adoption of special initiatives, the Company undertake to pay particular attention to ensures that the services can be accessed by people needing special assistance (such as the disabled, the elderly and children).
Continuity
Samarcanda undertake to grants the continuity in providing its transport services without interruptions.
In case of particular demands of mobility ( such as special events, emergency situations, etc. ), Samarcanda undertake to effect emergency extra-service. The suspension or the interruption of the service during the day shall exclusively depend by privately-owned public transport service category remonstrance actions, which may be implemented pursuant to regulations that discipline the subject however. In case of strike action, Samarcanda undertake to guarantee the transport service of the disabled Clients.
APPLIED INSTRUMENS
Efficiency and effectiveness of the actions and the instruments.
Samarcanda undertake, to adopt all the necessary measures to plan, to produce and to offer more and more efficient, effective and flexible services.
The Client's share to the improvement of the service
Samarcanda is wished that the customers participate, also through Customer’s Associations, to constructive and confrontation tables about the general problems list on the privately-owned public transport service. For further informations, please contact Samarcanda at phone number 0039+06.55282813, or sending a fax to the number 0039+06.55282707 or e-mail: marketing@samarcanda.it.
Quality
Particular care has been reserved to the achievements of better service standards, working both on Central organization level and operator / vector binomial, with objectives that have allowed Samarcanda to get the UNI EN ISO 9001:2000 System Quality certification. In order to verify the customer’s satisfaction and to check the coherence between promised performance and truly provided service , Samarcanda develops special monitoring concerning the perceived quality and provided quality. The results of such activities, that will annually be made public, aiming at improving efficiency and effectiveness of the services.
CUSTOMER RIGHTS AND RESPONSIBILITIES
In summary, taxi customers have the right to:
- clearness of the metered fare
- travel in a clean, tidy, well-maintained and roadworthy cab
- safe and quiet trip
- continuity of the service
- easily access to taxi service information
- observance of the calling times
- certified driver
- easily access to the possibility to effect a claim
Taxi customers have a responsibility to:
- do not soil or damage the vehicle
- do not compromise safe travel
- pay the correct fare, including any tolls or booking fees
- do not transport dangerous objects included within regarding rules
- wear a seat belt
- not request the driver to exceed the number of passengers permitted to be carried in the taxi
COMPANY PROFILE
Constitution
Founded in May 1992 under initiative of 11 founders partners and become operational in December of the same year, since beginning Samarcanda has represented a new model in Roman and national taxi service. Through a strong social commitment and internal mutual aid, Samarcanda has actuated a organizational entrepreneurial structure in order to give adequate answers of a more efficient and effective taxi service.
Structure
The choice of the organizational model has kept in mind of peculiar demands:
- decisional agility
- intervention swiftness
- modularity of employment of human resources.
The divisional model has appeared as better in satisfying the answers to such demands. Samarcanda it’s therefore organically structured as follow:
PRESIDENTEDIVISIONI: Amministrazione - Marketing/Commerciale - Organizzazione - Centrale
Service
The success of a company, our opinion, it is function of the attention towards new demands of the clientele and consequent quick answer in terms of technological implementation. For this reason Samarcanda offers on board of their own cab, the use of specific communication tools.
E.F.T. - P.O.S. systems
All the Samarcanda cabs are equipped with E.F.T. - P.O.S. system for payment with the more diffused credit/debt cards.
Internet Site : www.samarcanda.it
News and information about the service and the on-line booking service.
Taxi Operative Center with Satellite computerized localizer
The organization operate since 1996 with a "Taxi 2000" technology system, for the localization and the distribution of the cabs.
Clearness of the metered fare
A transparent and trusted relationship with the clientele, for Samarcanda is essential element of the service.
The company undertake, since the foundation, to make the metered fares clear and an easy individualization of the taxi utilized for the trip, by double-copy receipts with progressive numeration.
Social involvements
Availability, enacted by the statute (art. 2, paragraph g. and h.), and tests onto the cabs of technological gears in order to overcoming the architectural barriers for the disabled persons and in defence of the environment.
Promotion and humanitarian initiatives:
A.I.L. Italian Association against the Leukemias, Linfomi and Mieloma - ONLUS
CUSTOMER’S RELATIONSHIP
Personnel in relation with clientele.
All the Samarcanda taxi drivers are endowed with personal badge, clearly exposed, in which is indicated: the driver's name, company registration number and cab’s call code. The operators of the company’s operative center 06.5551 are identified by an univocal code that is communicated to the Client.
All the taxi driver and the telephone operators treat the clientele with respect and courtesy, through such a behavior in order to establish a solid trust and collaborated relationship. The whole personnel is ready and available to solve possible problems may occur with clientele. Samarcanda assures, moreover, that thel anguage used by its personnel for the written communications and records with the clientele, is clear and easily comprehensible.
Claims and suggestions
In order to a more effective and flexible dialogue with the Customer, Samarcanda, through the manager of Marketing division, answer claims and suggestions:
- By fax at +39 06.55282707
- By letter to the address: Via Guido Miglioli, 20 - 00149 Roma.
- By telephone to the n. 06.55282813
- By for e-mail to the address: marketing@samarcanda.it
All the cabs are equipped with special forms that can be used for claims and/or suggestions.
Samarcanda undertake to give written or verbal answer ( up to client ), within 15 days from the reception of the claim.
Refund
The Customer has the right to be refunded of the amount of the trip, plus relative expense, in the following cases:
- when the delay on the upcoming declared time, of a cab called without booking, overcomes the 30 minutes
- when the upcoming delay of a booked cab overcomes the 15 minutes related to scheduled time
- when the cab doesn't arrive, even if the arrival of the cab was communicated by Samarcanda.
Samarcanda cannot refund if the cause of the poor service has depended on external factors to its organization, as for instance: strikes without warning, wrong or nonexistent address, non predictable traffic jam.
Any request of refund, should be addressed at Cooperativa SAMARCANDA, Via Guido Miglioli, 20 – 00149 Roma, with the following information concerning the applicant:
- Family and given name with address and telephone number.
- Description of the inefficiency for which the refund is requested.
- Date and hour of event.
It is necessary, moreover, to attach the receipts of any expenses, if sustained, caused by inefficiency. The refund, in any case, will not exceed the amount of Euro 105,00. In case of lacks of documents, Samarcanda will refund a forfait amount of Euro 26,00.
Guarantee coverage
Samarcanda gives to all of his Clients a guarantee coverage for possible damages to people and/or things that may happens inside the cab, within to an amount of Euro 2.582.000,00.
USEFUL INFORMATION
Calling Center : +39 06 55282813
Fax nr : +39 06 55282707
Address : Via Guido Miglioli, 20 – 00149 Rome, Italy
e-mail : marketing@samarcanda.it
Here following are shown the standard 2007, the values to the 2008 and standard 2009
QUALITY INDICATOR AND STANDARD 2009
| QUALITY INDICATOR | MEASURING UNIT | FORMULA | VALUES 2008 | STANDARD 2009 |
| Onboard additional services | Possibility of payment with credit cards or Bancomat | Cabs equipped / Total vehicles | 99 % | 100% |
| Customer informations | Clearness of fare and supplements | Cabs equipped with multi-language fares list / Total vehicles | 95% | 100% |
| Enviromentals care | Exhaust gas check controls | Nr. Of annual controls | 1 | 1 |
| Comfort | Air conditioning | Cabs equipped / Total vehicles | 99% | 100% |
CUSTOMER SATISFACTION 2008 AND STANDARD 2009
| DESCRIPTION | VALUES 2008 | STANDARD 2009 |
| Booking service ( general evaluation ) | 70,9% | 73,0% |
| Punctuality ( general evaluation ) |
85,0% | 90,0% |
| Drivers efficiency and competence | 83,5% | 85,0% |
| Comfort ( general evaluation ) | 65,1% |
70% |