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Excellence in service

Since 2021, at Aleatica, we have consistently and progressively implemented a comprehensive Customer Experience (CX) Strategy.

This strategy is designed as a cross-cutting initiative with a twofold objective:

to ensure that people using our infrastructure enjoy safe, comfortable, and seamless journeys and to generate measurable operational efficiencies for the organisation.

In 2025, we solidified the global expansion of our CX Strategy by actively implementing it at M6toll in the United Kingdom and Autopista Río Magdalena in Colombia.

It is currently deployed across 12 Business Units, with varying levels of progress and maturity. In the most developed units, the strategy is coordinated through Cross-Functional Customer Experience Committees.

2025 progress highlights

ARM

We established a solid CX methodological foundation in its first year, which included:

  • Maturity assessment.
  • The definition of customer archetypes (with a focus on heavy vehicles).
  • A seven-phase customer journey.
  • A Net Promoter Score (NPS) of 77% for the physical journey.

M6toll

  • We made progress in service efficiency by reducing the volume of contacts by 10% year-on-year.
  • The launch of the Lite Account in November accounted for approximately 45% of new account openings in its first month.

CEM

We implemented contactless payment in 25 lanes at three toll plazas.

Puente Industrial

The Biobío Region’s first 100% barrier-free business unit, which distributed 55,277 electronic toll collection devices prior to the start of toll collection.

Autopista del Norte

We enabled payment with debit and credit cards.

User satisfaction

Indicator

2022

2023

2024

2025

2025 target

Satisfaction Rate

92 %

90 %

92 %

90 %

85 %

% Business Unit (BU) coverage (Satisfaction Rate)

67%

80%

80%

80%

N/A

NPS

67.81%

64.22%

67.06%

58.47%

60%

% Business Unit (BU) coverage (NPS)

73%

80%

80%

87%

N/A

Aleatica has a formal, multichannel system for managing user relations, systematically measured through two complementary indicators with a 2022–2025 historical series:

Satisfaction Rate and the Net Promoter Score (NPS)

Both with growing coverage across the Group’s Business Units (80% and 87% respectively in 2025). In 2025, the Satisfaction Rate stood at 90%, exceeding the corporate target of 85%, while the NPS reached 58.47%, slightly below the 60% target but remaining within a range consistent with the previous three years (64.22% in 2023 and 67.06% in 2024).

The Company manages its interaction with users through a channel architecture that includes telephone support, a control and emergency centre, a face-to-face customer service centre, website, email, WhatsApp, social media and its own app, and has formally identified Customer service as one of the seven strategic topics of its 2025 double materiality matrix.

Voice of the Customer (VoC) Program

Throughout 2025, Mexico’s Business Units expanded the ways in which they gathered customer feedback, including through online surveys, short-dial numbers for roadside assistance and QR codes. Between 2026 and 2028, we will strengthen our analytical capabilities and lay the groundwork for the future integration of artificial intelligence-based solutions.

Aleatica and TeleVía mobile apps

Aleatica app (Mexico)

4.8/5

Average rating on the Play Store

4.3/5

Average rating on the Apple Store

33,686

downloads (15% iOS and 85% Android)

6,573

monthly active users

44,282

processed invoices

1,750

Users engaged in recurring billing

TeleVía app:

0

downloads in 2025

0

Customer interactions in 2025

At the end of the year, we identified strengthening digital channels and self-service as a strategic priority.