[2021 NCSI] Endless Customer Experience Improvement with ICT Integration... SKT 'Top in 2024'

Geumgangjehwa Men's Dress Shoes 1st Place for 18 Years
Samsung Fire & Marine Insurance Auto Insurance Division 1st Place for 21 Consecutive Years
CJ Olive Young Also Tops Health & Beauty for 5 Years

Voice AI Consultation Introduced by SK Telecom

SK Telecom ranked first in the mobile telecommunications sector in the 2021 National Customer Satisfaction Index (NCSI) survey. Since the inception of the NCSI survey, it has never relinquished the top spot, maintaining first place for 24 consecutive years. This achievement is attributed to continuous efforts to improve customer experience by integrating cutting-edge ICT technologies such as artificial intelligence (AI) and introducing new services in the untact era.

SK Telecom has launched subscription products created in collaboration with a variety of partners, from global companies like Amazon and Google to domestic startups, linking various products across consumers' daily lives and providing benefits. T Membership has significantly expanded its affiliated partners reflecting customer preferences and allows customers to freely choose between discounts or points accumulation according to recent changes in consumption patterns. The platform ‘ifland’ was also launched to enable anyone to easily and conveniently enjoy the metaverse world. Additionally, SK Telecom is striving to provide high-quality consultation services by aiming to apply AI across all customer center consultation areas and introducing the Call Data Analysis System (CAS).

Geumgang Shoe 'Heritage'

Geumgang Shoe has secured first place in the men's formal shoes category for 18 consecutive years in this NCSI survey. Owning its own production factory, Geumgang Shoe insists on domestic production alone by incorporating production lines and machinery from Italian luxury factories to differentiate itself despite challenging conditions.

Geumgang Shoe’s handmade shoe brand ‘Heritage’ is characterized by technology and quality comparable to luxury brands. With the management philosophy that ‘only shoes that fit Koreans perfectly can provide customer satisfaction,’ it offers good shoes at reasonable prices. Furthermore, Geumgang Shoe’s unique ‘Bespoke’ service, which customizes shoes according to customers’ preferences, provides bespoke shoes crafted by a 30-year master craftsman for each individual customer.

Samsung Fire & Marine Insurance Customer Service

Samsung Fire & Marine Insurance achieved first place in the non-life insurance sector for 21 consecutive years. It has been highly evaluated for utilizing smart devices in customer-facing tasks from contracts to claims and implementing electronic signatures through its mobile website, enabling customers to easily handle tasks non-face-to-face. A process was introduced allowing insurance claims and other services via mobile web without installing a dedicated app, and additional authentication methods were added. With the application of digital ARS, customers can check and process information on mobile devices without waiting to speak with a consultant.

Samsung Fire & Marine Insurance also operates a ‘Terms and Conditions Improvement Task Force (TF)’ to make policy terms easier for customers to understand and prevent incomplete sales. The TF has improved about 70 types of terms and conditions to be more comprehensible to consumers so far.

Olive Young Store

CJ Olive Young ranked first in the health and beauty specialty store sector for five consecutive years in the NCSI. Olive Young scored highly across customer expectation levels and customer retention rates in this survey.

About 80% of the brands in Olive Young stores are domestic small and medium-sized enterprises and startups, providing a platform where they can compete solely on quality. The background of its high satisfaction service lies in systematic service improvement activities based on years of customer response experience and data. Especially amid the prolonged COVID-19 pandemic, efforts to create a safe shopping environment and customer service improvement through various case studies at stores nationwide have yielded results. A customer service quality standardization campaign was also launched targeting store employees nationwide. The campaign aims to provide service faithful to the basics and strengthens the service mindset by introducing a new campaign slogan every quarter.