LG Electronics Ranks First in Home Appliance After-Sales Service Satisfaction in Korea Service Quality Index

Recognized for AI Technology and Human Capabilities

LG Electronics announced on the 2nd that it ranked first in the home appliance after-sales service (A/S) category of the '2024 Korea Service Quality Index (KS-SQI)' organized by the Korea Standards Association (KSA). KS-SQI is a representative comprehensive index that measures the level of satisfaction with service quality based on consumers who have directly used products and services of domestic companies and institutions.

The 'Real-time Customer Situation Management System (G-CAS, GPS-based Customer Assistant System)' that supports repairs by tracking the service manager's location in real-time through GPS installed in the vehicle /
[Photo by LG Electronics]

LG Electronics provides differentiated services to offer connected experiences at all touchpoints where consumers interact with LG Electronics products and services, from purchase to management. In particular, it received high praise in this evaluation by improving all consumer touchpoints, led by A/S and consultations, which are customer experiences during the product usage stage after purchase. Its artificial intelligence (AI)-based technology and the human capabilities of service managers were also recognized.

LG Electronics provides fast and accurate AI-based services from product anomaly notifications to repairs through ▲LG ThinQ ▲LG Smart Check ▲Real-time Customer Situation Management System (G-CAS).

The smart home platform LG ThinQ analyzes product usage data and provides notification services to users when abnormalities are detected. Service managers use the LG Smart Check diagnostic app to diagnose and repair component failure causes without disassembling the product. The G-CAS, which supports repairs by tracking the real-time location of managers via GPS installed in service vehicles, enables quick dispatch services.

LG Electronics also offers various programs to strengthen the capabilities of service managers. It is increasing customized services to meet diverse consumer demands. To improve service accessibility, it provides sign language consultation services and senior-tailored consultations. Especially, starting this year, it has been offering services that visit facilities and institutions in areas with a high elderly population to inspect home appliances.

Jung Yeon-chae, Vice President of LG Electronics Customer Value Innovation Division, said, "This evaluation is an achievement made by all members with the goal of providing differentiated customer experiences that exceed customer expectations," adding, "Based on technology and expertise, we will provide services that impress customers throughout the entire customer experience journey."