표준協 Ranks S-1 and Others 1st for 10 Consecutive Years in 'Korea Service Quality Index'

Korea Service Quality Index Soars in Reopening
Significant Increase in Accuracy and Ease of Use Compared to Last Year

[Asia Economy Reporter Kim Cheol-hyun] In the Korean Service Quality Index (KS-SQI) survey, which comprehensively reflects the quality level of South Korea's service industry and the degree of service improvement by company, SK Telecom was recognized for excellence in service for 23 consecutive years, Samsung Electronics Service for 21 consecutive years, Samsung Life Insurance for 20 consecutive years, 11st for 15 consecutive years, SK Telink for 14 consecutive years, and S-1 and GS25 for 10 consecutive years or more by customers.

The Korea Standards Association (President Kang Myung-soo) announced the KS-SQI survey results on the 30th. As a result of surveying 30,000 people who experienced services from 108 companies across 29 industries including finance, telecommunications, and retail, the overall industry average score rose by 0.9 points from the previous year to 74.8 points (out of 100 points for the first half of the year). This contrasts with the first half of last year, which saw a 0.5-point decline compared to the previous year.

Since the KS-SQI survey began in 2000, it has shown a steady upward trend except for the late 2000s during the global financial crisis. However, the recent upward trend had slowed due to consumption contraction caused by COVID-19 and stagnation in the service industry. Nevertheless, this year, the service sector appears to be regaining vitality.

All eight dimensions that make up the KS-SQI scores increased compared to the previous year. In particular, the result quality areas of service?accuracy and expertise?increased by 1.2 points (1.6%) and 0.9 points (1.3%) respectively, showing the highest growth rates. At the same time, the convenience of use dimension rose by 1.0 point (1.3%), matching the growth rate of expertise. The Korea Standards Association explained that this can be interpreted as a positive effect on the fundamental service quality that had not been fully delivered due to social distancing, as daily life gradually recovers.

A representative from the Korea Standards Association stated, "As reopening is fully underway, the imbalance between industries that had heavily leaned toward untact (contactless) services is easing," adding, "Companies that maintained communication with customers by focusing on non-face-to-face services during the two years of the pandemic will continue to show strong service quality even in the future situation where in(tact) services will be emphasized."