Clarity, usefulness and immediacy are the criteria that RFI has set out for communicating its commitments to the public in its Service Charter, in relation to the quality factors indicated by the regulations for companies providing transport services. For this reason:

• All objectives are presented in relation to the service area/activity to which they relate, together with an explanation of the indicators selected, and a summary of the results achieved in the previous year, presented in detail in the appendix;
• To make it accessible to all, including people with disabilities, the RFI Service Charter is also disseminated in web format at www.rfi.it, by allowing users to focus on the descriptive parts of the document on the most relevant aspects for end customers with cross-references, for any further details, to other sections of the company website;
• The target-values of the indicators measured through the customer satisfaction surveys refer to the percentage of satisfied people (those who rated 6 to 9 on the scale from 1 to 9) out of the total number of respondents, and are set within the 75%, 80%, 85%, 90% series. The latter is the value assumed by the company to date as the most challenging to achieve and/or maintain in its interaction with the public; RFI's further objective is to see not only the percentage of those satisfied increase, but also that of the fully satisfied, i.e. those who - again on the 1-9 scale - rate between 7 and 9;
• The objectives stated in the Service Charter and related to RFI’s activities commitment to environmental and social sustainability, refer to specific actions to implement the Group's 'Sustainability Governance Model', adopted by RFI in 2021, and the Corporate Environmental Policy, and relate to the commitments and corporate performance reported annually in accordance with the standards of the Global Reporting Initiative in the Sustainability Report and in the Non-Financial Statement (Pursuant to Legislative Decree 254/2016) of the FS Group.