KOTRA Achieves Highest Public Institution Customer Satisfaction Rating for Six Consecutive Years

Six Consecutive Years of Top Rating... Only 3 Out of 182 Institutions
Efforts to Resolve Export Challenges and Pioneer New Markets
Service Quality Improved Through Introduction of Customer Experience Management (CXM)
Responding to Changes in U.S. Trade Policy with 'Customs Response 119'

KOTRA has received the highest rating of "Excellent" for the sixth consecutive year in the "2024 Public Institution Customer Satisfaction Index (PCSI) Survey" conducted by the Ministry of Economy and Finance. Among the 182 public institutions surveyed, only three, including KOTRA, have maintained the "Excellent" rating for six consecutive years.

The Public Institution Customer Satisfaction Survey has been conducted annually since 1999 with the goal of improving public convenience by enhancing service quality. The survey is carried out through telephone and email questionnaires targeting citizens who have experience using public services.

This year, despite changes in the global trade environment, KOTRA focused on resolving export challenges and pioneering new markets for small and medium-sized enterprises. Its efforts included providing logistics support by identifying alternative transportation routes and expanding shipping capacity, operating an emergency response team for the Russia-Ukraine situation, and strengthening the Buyer Tracking Service (BTS), all of which contributed to the positive evaluation.

Additionally, KOTRA's continuous efforts to improve service satisfaction by expanding the adoption of Customer Experience Management (CXM), which manages customer experiences by detailed journey stages for products and services, also had a positive impact.

President Kang Kyungseong stated, "Last year, we established a new value system that places 'customers' as our top core value, and this year, we will further enhance customer satisfaction by introducing consumer-centered management." He added, "In particular, we will focus on supporting the exports of small and medium-sized enterprises facing difficulties due to changes in U.S. trade policy by operating the 'Customs Response 119' program."