LH, Allegations of Distortion and Concealment in Customer Satisfaction Survey... "Do Not Investigate Malicious Residents"

Lee Jong-bae, People Power Party Lawmaker, "Clear Fraud"
LH 'Response to Public Institution Customer Satisfaction On-site Survey'

LH President Byeon Chang-heum is attending the National Assembly Land, Infrastructure and Transport Committee's audit of the Korea Land and Housing Corporation (LH) held on the 8th, responding to questions from lawmakers. Photo by Yoon Dong-joo doso7@

[Asia Economy Reporter Moon Jiwon] Korea Land and Housing Corporation (LH) is suspected of deliberately involving friendly residents in customer satisfaction surveys for sale and rental apartments to ensure favorable results, while excluding malicious customers.

According to the '2019 Public Institution Customer Satisfaction Field Survey Response' data received by Lee Jong-bae, a member of the National Assembly Land, Infrastructure and Transport Committee from the People Power Party, LH intentionally intervened in the survey by deploying pre-prepared friendly residents as surveyors.

They also established guidelines such as "Call the customer and ask for a perfect evaluation score" and "Take measures to avoid visiting malicious customer households."

To conceal their involvement in the survey, LH set guidelines like "Tell them that the management office staff or LH did not ask you to complete the survey well" and "Be especially careful not to leak information to residents' cafes, etc."

Lee's office confirmed testimonies stating, "LH requested the recruitment of friendly residents and managed the satisfaction evaluation scores to come out well."

LH received high scores in customer satisfaction surveys for public rental housing: 90.1 points in 2017, 87.2 points in 2018, and 89.3 points in 2019.

Lee Jong-bae stated, "Even from various documents and circumstances, it is clear how meticulously LH has been involved so far," and pointed out, "This is a clear fraudulent act that undermines not only the fairness of the evaluation but also its credibility."