Lotte Hotel Selected as No.1 in Hotel Category for 5 Consecutive Years in 2022 National Customer Satisfaction Index

On the 27th, Lotte Hotel CEO An Se-jin (right) is taking a commemorative photo with An Wan-gi, Chairman of the Korea Productivity Center, after receiving the '2022 National Customer Satisfaction Index (NCSI)' first-place company award.

[Asia Economy Reporter Jeon Jinyoung] Lotte Hotel announced on the 27th that it has been selected as the No. 1 company in the hotel sector for five consecutive years in the ‘2022 National Customer Satisfaction Index (NCSI)’ survey conducted by the Korea Productivity Center.

The NCSI survey quantifies customer satisfaction by directly evaluating companies' products and services. It is a customer satisfaction survey index jointly developed by the Korea Productivity Center and the University of Michigan in the United States.

In this survey, the establishment of a global service quality integrated management system to improve customer experience received high praise. Lotte Hotel operates its own customer management platform called ‘LCSI.’ It analyzes hotel ratings, customer comments, and identifies key factors related to hotel usage to apply improvements in service. Complaints and suggestions received are handled by about 500 ‘CS Mates’ composed of customer contact department members, who derive improvement plans and obtain approval from the general manager.

The efforts to strengthen service capabilities were also recognized. By analyzing compliment comments to study customer satisfaction, Lotte Hotel produced the ‘Lotte Hotel Service Design Casebook,’ which compiles 50 years of accumulated service know-how unique to Lotte Hotel. Additionally, the hotel consistently manages service standardization by implementing the ‘CS Star Award,’ which selects and rewards outstanding service employees every month.

Sejin Ahn, CEO of Lotte Hotel, said, “We are pleased that our continuous efforts to provide differentiated services have led to being selected as No. 1 in the NCSI for five consecutive years,” and added, “We will do our best to improve customer experience based on the rich experience and know-how accumulated over the past 50 years.”