Lotte Home Shopping Wins 1st Place in Korea Service Quality Index TV Home Shopping Category

Kim Jaegyeom, Head of Support Division at Lotte Homeshopping (left), is taking a commemorative photo after attending the 2020 Korea Service Quality Index Certification Award Ceremony held at Lotte Hotel, Sogong-dong, Seoul, on the morning of the 1st.

[Asia Economy Reporter Lim Hye-sun] Lotte Homeshopping announced that it won first place in the TV home shopping category at the 2020 Korea Service Quality Index (KS-SQI) evaluation hosted by the Korea Standards Association, held on the 1st at Lotte Hotel in Sogong-dong, Seoul.

The Korea Service Quality Index is a comprehensive indicator representing the quality level of the service industry, jointly developed by the Korea Standards Association and the Seoul National University Business Research Institute. It scientifically measures and evaluates service quality levels and selects companies that have contributed to the development of the industrial society through customer-oriented service management.

Lotte Homeshopping received the highest scores among home shopping companies in four evaluation categories: kindness, service, reliability, and physical environment. Among them, services that enhance customer convenience by resolving orders and consultations in a one-stop manner through various service channels, such as the ‘Smart Contact Center,’ and services utilizing artificial intelligence (AI) and big data received high scores. In particular, services that were first attempted in the industry and increased customer satisfaction include the ‘Guidebot,’ which improves the efficiency and accuracy of consultation tasks using Robotic Process Automation (RPA) technology; the ‘Visible Automatic Response System (ARS),’ which improved accessibility for elderly customers; and the big data-based consultation service implementing the ‘Single View’ screen.