SK Telecom, Ranked No.1 in Korea Service Quality Index for 21 Consecutive Years

[Asia Economy Reporter Seulgina Jo] SK Telecom announced on the 1st that it ranked first in the mobile telecommunications sector for the 21st consecutive year in the 2020 Korea Service Quality Index (KS-SQI) survey conducted by the Korea Standards Association. Since the survey began in 2000, SK Telecom is the only company to have maintained first place for 21 consecutive years.

This year, SK Telecom's service quality index was 75.4, up 0.6 points from the previous year. This is the highest score ever, further widening the gap with the second and third place companies. SK Telecom stated, "Despite the overall downturn in the service industry due to the impact of the novel coronavirus infection (COVID-19), efforts to improve customer satisfaction with services at customer touchpoints such as distribution channels and customer centers positively influenced the rise in the service quality index score."

KS-SQI is an indicator that quantifies the level of satisfaction with service quality based on customers who have used products and services of domestic service companies. It is recognized as a representative customer satisfaction indicator reflecting the quality level of the domestic service industry.

In February, immediately after the spread of COVID-19, SK Telecom was the first in the industry to expand work-from-home to call centers and has been upgrading services by introducing AI counselor Chatty, which applies artificial intelligence (AI) technology. Based on big data analysis, it predicts the purpose of consultations to provide customized consultation menus for each customer, and operates an age-specific dedicated counselor system for elderly and customers under 13 years old. To strengthen the service capabilities of T Managers working in distribution channels, an ICT consultant certification system was introduced last year.

Lee Ki-yoon, Head of Customer Value Innovation at SK Telecom, said, “Achieving first place in KS-SQI for 21 consecutive years is a recognition of our efforts to provide customers with the highest quality service,” and added, “We will continue to strive for sincere customer value innovation so that SK Telecom’s customers can take pride in our services.”

This content was produced with the assistance of AI translation services.