Quality Service KPIs

 

Quaility 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 customer-centric culture across all areas and activities of the organization.

Meanwhile, Línea Directa’s Customer Experience Strategic Plan includes a specific system to measure all key business processes. This system, based on continuous customer feedback across every interaction with the company, conducted 968,000 surveys in 2025 to assess satisfaction levels throughout the different interactions and processes experienced by customers.

Among the various indicators, two are considered key to evaluating the overall customer experience: the Net Promoter Score (NPS) and the Net Satisfaction Score (NSS).

NPS aims to determine customer loyalty by measuring their likelihood to recommend the company. In this regard, the company’s overall NPS closed the 2025 financial year at 36.83. This represents an improvement of 5.79 points compared to 2024.

Meanwhile, NSS reached a score of 41.05 in 2025. This represents an improvement of 4.87 points compared to the previous year.