Case Study: MAPFRE achieves a 3-point boost in renewals, 10% conversion lift and higher NPS with Medallia

How MAPFRE improved customer renewals and increased conversions using Medallia

MAPFRE, the largest Spanish insurance company with a global presence, faced the challenge of transforming into a truly customer-centric organization by building capabilities around data and continuous customer listening. To modernize systems and handle large volumes of feedback, MAPFRE selected Medallia, deploying the Medallia platform (Medallia Experience Cloud) to capture and analyze real-time customer input.

Medallia was integrated across MAPFRE’s systems as a real-time communication channel and analytics engine, giving employees at all levels daily access to feedback and AI-driven insights and enabling closed‑loop actions. As a result, MAPFRE improved customer renewal by more than 3 points, increased conversions by 10%, raised NPS at all interaction moments, boosted acquisition and retention, and achieved process efficiencies and cost savings.

MAPFRE

César Luengo

Deputy General Manager Clients and CX