Customer Communication and Customer Satisfaction

Policy & Report
2022 Sustainability Report Appendix

Integrated Voice of Customer (VoC) Management System

We collect customers’ complaints and opinions related to the purchase, repair, and use of our products through various channels, from contact centers to online sites and apps. We analyze customers’ needs based on the data accumulated through the integrated VoC management system and seek ways to resolve them together with the related divisions.

Customer Satisfaction Surveys

Since 1994, we have regularly conducted customer satisfaction surveys targeting the users of our services and taken action to make improvements.

<Standing of Our Products and Services in Domestic Satisfaction Surveys in 2021>

Standing of Our Products and Services in Domestic Satisfaction Surveys in 2021
Surveys	Conducted by	Ranked first for
Korea Customer Satisfaction Index	Korea Management Association Consulting	TV, refrigerator, washer, air conditioner, kimchi refrigerator, smartphone, PC, and cordless vacuum cleaner
Korean Service Quality Index	Korea Management Association Consulting	[Point of contact] After-sales services for home appliances and mobile phones [Call center] Outstanding call center in the home appliance service sector
National Customer Satisfaction Index	Korea Productivity Center and The Chosun Ilbo	Refrigerator, dryer, smartphone, and PC
Korean Standard Quality Excellence Index	Korean Standards Association	TV, refrigerator, front load washer, kimchi refrigerator, dryer, cordless handheld vacuum cleaner, air conditioner, cooling and heating devices , smartphone, tablet, and PC
Korean Standard Service Quality Index	Korean Standards Association	After-sales services for computers, home appliances, and mobile phones
Korean Standard Call Center Quality Index	Korean Standards Association	Home appliance and mobile phone
Global Customer Satisfaction Index	Global Management Association	TV, refrigerator, washer, vacuum cleaner, kimchi refrigerator, dryer, clothing care system, air purifier, air conditioner, smartphone, and PC

<Our Accolades Abroad in 2021>

Our Accolades Abroad in 2021
Countries	Accolades
Germany	German Service Awards 2021 (February) Presented by Deutsches Institut Für Service-Qualität Included in the Top 3
Mexico	National Excellence Awards in CX Experience and CC (March) Presented by Instituto Mexicano de Teleservicios Best Data Analytics Strategy (First Prize)
Russia	2021 Russia CX World Awards (April) Presented by CX World Forum CX in COVID-19 (Grand Prize), CX in Contact Center (Grand Prize), and Offline CX (Excellence Prize)
Mexico	LATAM Awards: The Best Organization for Customers (May) Presented by Alianza Latinoamericana de Organizaciones para la Interaccion con Clientes Best Strategy in Customer Experience (Third Prize)
Austria	Top Service Awards (June) Presented by Emotion Banking, Die Presse, and Universität Mannheim Included in the Top 5
Dubai	2021 Dubai Quality Global Awards (June) Presented by the Department of Economic Development of Dubai Winner of DQGA
Turkey	CX Gold Awards (June) Presented by Awards International Best CX Strategy (Gold Prize) and CX Transformation (Gold Prize)
Serbia	Sign Language Contributions (September) Presented by the National Organisation of Persons with Disabilities of Serbia Best Brand in Social Contributions (CSR) (Grand Prize)
Russia	Consumer Rights and Quality Service Awards (October) Presented by the Consumer Protection Board of Russia Winner in Retail SVC (CE’s brand engineer project), Retail SVC (SMP’s premium service), and Consumer's Choice (SMP’s premium service)
Russia	Leader of Climate Development 2021 (November) Presented by the Department of Nature Management and Environmental Protection of the city of Moscow Winner in Ecology and Business
Italy	Campioni del Servizio (Service Champion Awards) (November) Presented by ITQF (German Institute for Quality and Finance) Ranked first in service satisfaction (in the sectors of TV, mobile phone, NPC, home appliance, and air conditioner)

Customer Communication and Customer Satisfaction

Integrated Voice of Customer (VoC) Management System

Customer Satisfaction Surveys

<Standing of Our Products and Services in Domestic Satisfaction Surveys in 2021>

<Our Accolades Abroad in 2021>

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