Hyundai Department Store, Ranked No.1 in National Customer Satisfaction for Department Stores for 3 Consecutive Years

Service Quality Evaluation: Quality, Value, and Expectation Levels

Hyundai Department Store announced on the 9th that it was selected as the No. 1 company in the department store sector for three consecutive years in the 2024 National Customer Satisfaction Index (NCSI) survey.

The National Customer Satisfaction Index (NCSI) is a service quality evaluation survey conducted annually by the Korea Productivity Center, which publishes consumer evaluations on six areas including quality, value, and expectation levels regarding companies' products and services.

Hyundai Department Store is continuously striving to achieve its mission of "Making customers happy and enriching the world."

Since last year, it has been operating the Happiness Insight Committee composed of actual users, listening to customers' voices on-site through various methods such as online feedback and offline meetings. Based on shopping experiences, it measures the customer happiness index and is making efforts to provide satisfactory services and spaces through continuous customer research.

Hyundai Department Store recently proposed a future-oriented department store platform where customers can experience new experiences and diverse cultures beyond simple shopping spaces. In February, it signed a Memorandum of Understanding (MOU) with Thailand’s Siam Piwat Group, announcing plans to operate a specialized zone within a shopping mall in Bangkok, the capital of Thailand, featuring K-content such as K-food, K-pop, and K-webtoons. Additionally, in April, it signed an MOU with Japan’s major retail group PARCO and opened the ‘The Hyundai Global’ pop-up store at PARCO Shibuya in Tokyo on May 10. This not only increased Hyundai Department Store’s brand awareness in Japan but also demonstrated the potential success of K-fashion brands overseas.

Moreover, Hyundai Department Store is carrying out various ESG management activities together with customers. A representative example is the eco-friendly campaign ‘365 Recycle,’ which has been conducted at all stores since 2019. More than 100,000 customers participate annually in resource circulation activities, establishing it as a leading environmentally friendly public campaign in the industry. To reduce paper receipts that cannot be recycled, the company implemented a ‘Priority Issuance of Electronic Receipts’ policy in 2022. It also introduced the industry’s first ‘Independent Resource Circulation System,’ which recycles waste paper generated in department stores into recycled paper used to produce shopping bags, replacing 10 million shopping bags annually with 100% recycled materials.

Min Wang-il, Vice President of Hyundai Department Store, stated, “We will continue to research customers relentlessly and create new values that have never been experienced before, providing happy experiences to customers. At the same time, we plan to take the lead in creating social value through various public interest activity campaigns that can be carried out together with customers.”