Proving Excellence in After-Sales Service Quality for Two Consecutive Years
LG Electronics has demonstrated its excellence in the quality of home appliance after-sales service (A/S).
On July 3, LG Electronics announced that it had ranked first in the home appliance A/S category for the second consecutive year in the '2025 Korea Service Quality Index (KS-SQI)' organized by the Korea Standards Association.
LG Electronics announced on the 3rd that it ranked first in the home appliance A/S category for the second consecutive year in the '2025 Korea Service Quality Index (KS-SQI)' organized by the Korea Standards Association. LG Electronics
The Korea Service Quality Index is an indicator that measures consumer satisfaction with service quality, targeting those who have directly used the products or services. LG Electronics received the highest scores in the industry in key evaluation categories such as accuracy, expertise, sincerity, proactiveness, and user convenience, thereby being recognized for its excellence in home appliance services.
Innovative solutions based on artificial intelligence (AI) and digital transformation (DX), which LG Electronics has widely introduced at service touchpoints, provide professional and prompt customized services. In particular, these solutions contribute to a differentiated customer experience throughout the entire customer journey, from product purchase to delivery, installation, consultation, repair, and care services.
The 'One View' app used by service managers allows them to view at a glance the customer's product purchase information as well as previous repair and consultation history. By thoroughly reviewing the necessary repair information before visiting the customer, service managers can provide systematic customer support. The 'LG Smart Check' app, which is used in the field, enables service managers to diagnose the product's status and the cause of malfunctions via wireless connection, without having to disassemble the product.
The GPS-based 'Real-Time Situation Management System,' which tracks the location of service vehicles dispatched to the field in real time, also greatly reduces customer inconvenience. Whenever unexpected additional manpower or parts are required, this system enables fast and efficient service support.
The 'AI Consultation Assist,' which converts consultation content into text in real time and understands the context to suggest solutions, further enhances the quality of consultation services. AI Consultation Assist recognizes the customer's voice to provide information on previous consultation history, and can even gauge emotions based on voice volume or specific keywords.
Jung Yeonchae, Executive Vice President of the Customer Value Innovation Division at LG Electronics, said, "Based on innovative solutions powered by AI and DX, we will continue to strengthen differentiated services that save customers time and effort and deliver even greater satisfaction."
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