37

2021 INTEGRATED MANAGEMENT REPORT

2.7.2 Claims and complaints Cepsa has communication channels to bolster customer relations. These include web forms, apps, chats, social media, telephone hotlines and email. Through these channels, Cepsa identifies and responds to their needs by answering their queries.

In 2021 we saw an increase in customer queries, requests, incidents and complaints regarding our products and services, as well as operational aspects such as billing and customer service.

We have also promoted product and service digitalisation through our own digital channels, reserving areas of our website to make them more accessible.

We continuously measure customer satisfaction following interactions with Cepsa by means of specific indicators such as the Net Promoter Score (NPS) and by conducting satisfaction studies through in-depth surveys.

We analyse customer evaluations and comments to discover their needs and expectations before taking action to boost satisfaction and optimise our processes and points of contact, as well as proposing new services to encourage loyalty. Our challenge is to continue improving customer satisfaction and recommendations on a daily basis.

CUSTOMERS AND THE ENVIRONMENT

Cepsa wants to speed up the energy transition in both our operations and the energy solutions we offer our customers.

For this reason, in 2021, through strategic alliances, we began to roll out Europe's first global network of service stations that generate renewable energy, together with Redexis, and we signed an agreement with Endesa to allow electric vehicle customers in Spain and Portugal to use both Endesa's public charging network and the new ultra-fast charging network that Cepsa will develop starting next year. We have also signed an agreement at the beginning of 2022 to move forward with aviation industry decarbonisation through the development and large-scale production of sustainable aviation biofuels (SAF) from waste, recycled waste oils and other sustainable plant-based raw materials (the so-called second generation biofuels).

We help our customers reduce their environmental impact by marketing more sustainable products. For example, the Óptima range of fuels in our service stations; the Fuel Economy, Hybrids or Biodegradables ranges in the lubricants business; and the Regener range in the asphalt business.

In 2021 we cut claim resolution times by 60% compared to the previous year.

In 2021 we made sure that all health and safety measures were in place in our facilities for our collaborators, professionals and customers.