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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 Industria

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.

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.