12 Times, the Most in the Industry Since the First Survey Conducted in 2012
Samsung Electronics Service announced on the 25th that it was selected as the Best Company in the Home Appliance category in the '2024 Korea Call Center Quality Index (KS-CQI)' survey conducted by the Korea Standards Association. Since the first survey was conducted in 2012, Samsung Electronics Service has been selected as the Best Company a total of 12 times, continuing the industry’s longest and most frequent record by being chosen for six consecutive years since 2019.
The 'Korea Call Center Quality Index (KS-CQI)' is a survey that measures the quality of consultation services at contact centers, which are representative customer touchpoints. This year, the survey was conducted on a total of 270 companies across 65 industries, and the top 10 companies with excellent customer service satisfaction and high scores from professional evaluators’ phone monitoring were selected as the Best Companies.
Samsung Electronics Service consultation staff conducting customer consultations. [Photo by Samsung Electronics Service]
Samsung Electronics Service has worked to improve consultation service quality based on customer feedback. The satisfaction survey method was enhanced to listen to customers’ voices in all areas of contact center consultations. Instead of simply aggregating satisfaction scores, the company listens to customers’ inconveniences, improvement suggestions, and compliments experienced during the consultation process. As a result, they reorganized terms that are difficult for customers to understand and developed customized consultation techniques for elderly customers.
Samsung’s unique 'remote consultation for home appliances' service is also one of the factors that satisfy customers. When the AI analyzes the status of products connected to SmartThings, the consultant guides the cause of the problem and how to address it based on this analysis. Since the consultant can remotely adjust product settings and resolve issues without on-site service visits, customer satisfaction is high.
To strengthen the capabilities of consultants, which directly affect consultation quality, Samsung Electronics Service operates an education program where consultants accompany engineers on service visits to experience all processes such as product repair and customer response firsthand and apply this experience to consultations.
The company also contributes to enhancing global consultation service competitiveness by sharing contact center operation know-how overseas. In February this year, experts were dispatched to the Netherlands, and in May and July to Japan, to provide consulting on customer consultation techniques tailored to each country’s characteristics.
Song Bong-seop, Vice President and CEO of Samsung Electronics Service, said, "We thank our customers for enabling us to be selected as the Best Company in the Korea Call Center Quality Index for six consecutive years," and added, "We will continue to strive to provide customer-centered consultation services."
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