Lotte Duty Free, Awarded Consumer-Centered Management (CCM) Certification for the Second Consecutive Time

[Asia Economy Reporter Yuri Kim] Lotte Duty Free announced on the 3rd that it has obtained the Consumer-Centered Management (CCM) certification for the second consecutive time, following 2019.

The Consumer-Centered Management certification is a system in which the Korea Consumer Agency evaluates whether a company organizes all management activities centered on consumers and continuously improves them, and the Fair Trade Commission certifies it. It is evaluated based on four criteria: leadership, CCM system, CCM operation, and performance management. If it passes the suitability review by the Fair Trade Commission's review committee, the certification is finally granted.

Lotte Duty Free focused on enhancing customer service levels by expanding the telephone consultation reservation system, advancing chat consultations, and introducing customer satisfaction surveys over two years. As a result, the Seoul, Busan, and Jeju corporations, including Hotel Lotte Duty Free, Lotte Busan Duty Free, and Lotte Duty Free Jeju, all obtained the certification for the second consecutive time following 2019.

Kim Junam, Head of Lotte Duty Free Korea Business Division, said, "It is encouraging that Lotte Duty Free's three domestic corporations have once again obtained the CCM certification together," and added, "Lotte Duty Free will continue to strive with the mindset of 'innovating anew from the customer's perspective.'"

Lotte Duty Free stated, "As part of establishing a customer-centered service operation system, we will build an integrated VOC (Voice of Customer) system to more actively accept consumer opinions and strive to realize the ESG (Environment, Social, Governance) management vision of being 'the most trusted travel partner.'"