Seven Hospitals Make the 'Top 15'... Excellence of Hospital Services Stands Out

2025 National Customer Satisfaction Index (NCSI) Scores 78.2 Points
27 Out of 78 Industries See Improvement
Electronics Product After-Sales Service Achieves Highest Satisfaction

Last year, customer satisfaction with both companies and public institutions increased compared to the previous year. The National Customer Satisfaction Index (NCSI) had shown a steady upward trend from 2010 through 2022, but began to decline slightly in 2023. This recent rebound is attributed to companies’ continued active efforts in customer satisfaction management, even amid challenging economic conditions at home and abroad, such as high inflation and high interest rates.

The Korea Productivity Center announced on January 9 that the 2025 National Customer Satisfaction Index (NCSI) survey, which covered 88 domestic industries and 335 companies, universities, and public institutions, recorded a score of 78.2 points, up 0.2 points from 78.0 points in 2024. The survey was jointly conducted by the Korea Productivity Center and the University of Michigan in the United States, with support from the Ministry of Trade, Industry and Energy.

According to the survey results, Severance Hospital in the hospital sector received the highest score of 85 points among all 335 companies surveyed. Seven hospitals, including Severance Hospital, were included in the ‘Top 15’ companies with customer satisfaction scores of 82 points or higher. More than half of the 13 hospitals surveyed made it into the Top 15, highlighting the excellence of hospital service levels in Korea. In addition, Samsung C&T in the apartment category, Samsung Electronics Service and LG Electronics in electronics product after-sales service, Yeungnam University College and Wonkwang Health Science University in the specialized college category, Daegu Metropolitan Transit Corporation in urban railways, and Hyundai Department Store in the department store category were also included in the Top 15.

According to the National Customer Satisfaction Index (NCSI) survey results, among a total of 335 companies surveyed, Severance Hospital received the highest score, where customers are receiving medication using mobile devices. Severance Hospital

Fierce Competition to Capture Customers’ Hearts

Looking at customer satisfaction by economic sector nationwide, six out of 15 sectors saw an increase compared to the previous year, while eight sectors declined. The sectors with the highest NCSI improvement rates were healthcare and social welfare services, and construction, which rose by 1.0 points (1.2%) and 0.9 points (1.2%) year-on-year, respectively. Both the hospital and apartment categories within these sectors saw their scores rise by over 1% compared to the previous year, resulting in significant improvements in customer satisfaction. Improvements in patient experience-related functions in hospitals and the enhancement of advanced residential systems using artificial intelligence (AI) in apartments appear to have contributed to these positive results. By sector, the non-durable goods manufacturing sector followed with a 0.5-point (0.7%) increase. Next, educational services and information and communications sectors each rose by 0.4 points (0.5%), and the durable goods manufacturing sector increased by 0.3 points (0.4%).

By industry, among the 78 industries that could be compared to the previous year, 27 saw an increase in customer satisfaction, a significant jump from 8 the previous year. Nineteen industries remained flat, while 32 declined compared to the previous year. A Korea Productivity Center official explained, “There were 10 industries where the top company changed, and 19 industries with joint leaders, indirectly confirming the fierce competition to win over customers. Under rising customer expectations, it is necessary to pursue customer-centric management strategies from a longer-term perspective to continuously deliver differentiated value.”

Electronics Product After-Sales Service Leads in Customer Satisfaction and Retention

When comprehensively considering customer satisfaction, customer retention, and the top-performing companies, the electronics product after-sales service sector ranked the highest. Systematic efforts to enhance customer convenience-such as providing services that save customers time and money using AI, and expanding weekend care center reservation services to weekdays-led to the highest evaluations in both customer satisfaction and retention.

Industries with high customer satisfaction and retention rates indicate that customers are more likely to remain with companies in those sectors compared to others. In most industries, as customer satisfaction increased, so did customer retention. An increase in customer retention translates into a higher proportion of loyal customers, which is important for companies as it enhances the long-term growth potential of the industry.