Quality Service KPIs

Quality Service KPIs

Quality is one of the fundamental pillars of Línea Directa Aseguradora’s business model. For this reason, the company has a Quality System that promotes, develops and implements a culture of excellence in all areas and actions of the company.

Meanwhile, Línea Directa’s Strategic Quality Plan has a specific system for measuring all key business processes. This system, based  on the Net Promoter Score (NPS), attempts to determine customer loyalty by asking them whether they would recommend the company on a scale of 1 to 10. In this regard, the company’s overall NPS closed the 2023 financial year with 29.16%, which is a variation of 17.8 points compared to 2022, a decline caused by the tightening of underwriting in the face of the current market situation of inflationary pressures on costs and insurance margins.

In addition to the NPS, Línea Directa Aseguradora works with other quality indicators to assess the customer satisfaction after a call or after digital management

Línea Directa uses other indicators to measure the customer satisfaction of each service, whether after a call or after digital management, using the Net Satisfaction Score (NSS) indicator reached 33.67%, which represented a variation of 15.92 points, for the same reasons previously explained. As a consequence, the 2023 target, which was to reach 49 points, was not achieved.