Delivering a Differentiated Customer Experience with AI-based Services
The Samsung Electronics service center has been ranked No. 1 in the service center category in the "2026 Korea's Most Admired Companies" survey. This marks a major milestone of 15 consecutive years at the top since the category was first introduced in 2012.
"Korea's Most Admired Companies," organized by Korea Management Association Consulting (KMAC), is a system that comprehensively evaluates six core values, including innovation capability and service quality, to select the No. 1 company in each industry.
Samsung Electronics Service engineers are taking a commemorative photo to celebrate being ranked first in the service center category of Korea's Most Admired Companies. Samsung Electronics
Samsung Electronics Service, which is responsible for repairs and after-sales service for Samsung Electronics products, received the highest score in all 12 survey items this year, including service reliability, service innovativeness, customer satisfaction activities, and social contribution.
In practice, fast and accurate after-sales service quality is acting as a decisive factor in choosing a brand when purchasing electronic products. In a customer satisfaction survey conducted last year among customers who used Samsung Electronics after-sales service for electronic products, more than 90% responded that they were "satisfied with the differentiated service and would choose Samsung Electronics products again in the future."
Samsung Electronics Service provides differentiated services based on artificial intelligence (AI). Through remote diagnosis (HRM) of home appliances using SmartThings, professional consultants remotely diagnose the condition of products and guide customers to optimal solutions.
Service engineers use the "Smart Diagnosis Program (HASS)" to diagnose product conditions and usage history based on AI, and then provide fast and accurate service.
Subscribers to Samsung Electronics home appliances can also use differentiated "Blue Pass" services, such as "AI Pre-care Notification," which detects abnormal signs in products using AI and provides advance alerts; "AS Fast Track," which enables rapid access to service; and "One More Service," which offers an additional free inspection of another product during an on-site visit.
The company is also promoting services such as "Mobile Phone Visit Service," in which professional engineers visit customers to provide smartphone inspection services, and "Visiting Service," in which vehicles equipped with smartphone inspection equipment are dispatched.
Kim Youngho, CEO of Samsung Electronics Service, said, "We were able to be selected No. 1 in the service center category for 15 consecutive years thanks to the efforts of our employees who have done their best for customer satisfaction and the trust of our customers," adding, "We will continue to repay that trust with services that add value to Samsung Electronics products."
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