Samsung Electronics and LG Electronics have received recognition from external organizations for the quality of their after-sales service (AS) for major products.
According to industry sources on July 3, Samsung Electronics Service ranked first in the home appliance AS category of the '2025 National Service Awards (NSA)' announced by the Industrial Policy Research Institute on June 26. Samsung also secured the top spot in the computer and mobile phone AS categories of the '2025 Korea Service Quality Index (KS-SQI)' organized by the Korea Standards Association. As a result, Samsung Electronics has maintained its number one position in these categories for over 20 years since the inception of these surveys?24 consecutive years for computer AS and 22 consecutive years for mobile phone AS.
In particular, the company received high marks across all surveyed areas, including providing high-quality service, courteous customer interactions from the customer's perspective, convenient service experiences, and the realization of social value.
Samsung Electronics, which first introduced a 'remote diagnostic service' for electronic communication devices such as computers and laptops in Korea in 2000, has recently expanded this service to include smartphones and home appliances. Through this, consumers can have their products checked without an engineer's visit. Additionally, Samsung has launched an 'AI Pre-Care Notification Service' for members of its 'AI Subscription Club,' which sends alerts before customers even become aware of potential issues. The company also operates an 'Automatic Customer Appointment Adjustment' system, which automatically reschedules waiting customers' appointments in the event of service reservation cancellations, thereby speeding up service delivery.
LG Electronics also ranked first for two consecutive years in the home appliance AS category of the Korea Service Quality Index organized by the Korea Standards Association.
Employees of LG Electronics, which ranked first for two consecutive years in the home appliance A/S category of the '2025 Korea Service Quality Index (KS-SQI)' organized by the Korea Standards Association, are taking a commemorative photo. Photo by LG Electronics
LG Electronics has introduced a wide range of AI and digital transformation (DX)-based innovative solutions at service touchpoints to provide professional, prompt, and accurate customized services. The 'One View' app allows service managers to view customers' purchase information and past repair and consultation history at a glance, while the 'Real-Time Situation Management System' enables real-time tracking of service vehicles in the field?both of which have been well-received. The 'LG Smart Check' app, used on-site, enables service managers to diagnose product status and identify causes of malfunctions wirelessly without disassembling the product. The 'AI Repair Assistant,' which provides necessary information through conversation with the service manager and summarizes service results for customers, also significantly enhances service quality.
Jung Yeonchae, Executive Vice President of Customer Value Innovation at LG Electronics, stated, "Based on our AI and DX-driven innovative solutions, we will continue to strengthen our differentiated services that not only save customers' time and effort but also deliver meaningful experiences."
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