Samsung Electronics Scores Highest in Digital Customer Experience Index for Home Appliances... 1st Place for 2 Consecutive Years

Positive Reviews Before and After Purchase Stages

Samsung Electronics announced on the 13th that it received the highest score in the home appliances category from the Korea Standards Association's 'Digital Customer Experience Index (DCXI),' securing first place for two consecutive years.

The Digital Customer Experience Index surveys a total of 48 brands across 15 industry sectors, including home appliances, automobiles, and banking. It evaluates consumer satisfaction with their experience at the pre-purchase, purchase, and post-purchase stages when buying products through digital channels, measuring experience levels in ▲information quality (completeness, accuracy, etc.) ▲system quality (reliability, ease of use, etc.) ▲personalization factors (empathy, privacy).

At the 'Digital Customer Experience Index (DCXI)' certification ceremony held on the 5th at Lotte Hotel, Sogong-dong, Seoul, Myungsoo Kang, Chairman of the Korean Standards Association (left), and Iwona, Executive Director of Samsung Electronics (right), are taking a commemorative photo. Photo by Samsung Electronics

Samsung Electronics received high evaluations not only in the pre-purchase stage but also in the post-purchase stages, including delivery, installation, user information education, and maintenance management. In particular, it scored highly in reliability, completeness, information quality, and timeliness.

Samsung Electronics offers a 'Compare' feature on the 'Samsung.com' channel that allows users to compare the characteristics of various models within a single category at a glance. Alongside this, it introduces examples of key AI functions for each product on the 'AI Life Page,' providing useful information intuitively. Additionally, it operates a chatbot service that enables one-stop resolution from product recommendations to inquiries, and a dedicated purchase consultation system for 1:1 inquiries covering product information and purchase benefits, helping customers quickly obtain information they need before buying.

Samsung Electronics is also enhancing the post-purchase experience through product functions and management services based on connectivity. Representative examples include 'Calm Onboarding,' which helps customers obtain delivery information and assists with Wi-Fi connection and device registration after product installation via the SmartThings app, and the 'Integrated QR,' which allows easy downloading of the SmartThings app, product registration, user manuals, and access to various information all at once. Furthermore, the 'SmartThings Home Care' service supports post-purchase management by notifying users when cleaning, replacement, or repairs are needed through AI diagnostics. The AI conveys diagnostic information to customer service representatives, enabling accurate cause identification and prompt remote assistance.

Lee Moo-hyung, Vice President of Samsung Electronics' DA Division, said, "Samsung Electronics is striving to provide differentiated experiences throughout the customer purchase journey based on connectivity," adding, "We will continue to enhance reliability so that consumers can use Samsung’s AI home appliances with greater confidence while providing intuitive information."