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 across all areas and actions of the organization.

Línea Directa’s Strategic Quality Plan includes a specific system for measuring the key business processes. This system, based on the Net Promoter Score (NPS), aims to determine customer loyalty by asking whether they would recommend the company on a scale from 1 to 10. In this regard, the company’s overall NPS closed the 2024 fiscal year at 31.04, representing a variation of 1.8 points compared to 2023, which closed at 29.16.

The Net Satisfaction Score (NSS) is another internal quality indicator that measures satisfaction in some of the main customer interactions. In 2024, the NSS stood at 36.18, falling short of the target set for the year, which was 40. In 2023, the result was 33.67, representing an improvement of nearly 3 points.

In addition to the NPS, Línea Directa Aseguradora uses other quality indicators to evaluate customer satisfaction after a call or a digital interaction, such as the Net Satisfaction Attention (NSA). This indicator showed positive progress during 2024, reaching high levels of satisfaction across all company processes, resulting in a global average of 63.01, with a variation of 7 points compared to 2023.