Samsung Electronics Service, Ranked No.1 in the '2020 Korea Service Quality Index (KSQI)'

A Samsung Electronics Service repair engineer is explaining the smartphone inspection results to a customer. (Photo by Samsung Electronics Service)

[Asia Economy Reporter Changhwan Lee] Samsung Electronics Service announced on the 20th that it was selected as the No. 1 in home appliance after-sales service (A/S) for 10 consecutive years and mobile phone A/S for 9 consecutive years in the '2020 Korean Service Quality Index (KSQI)' survey conducted by the Korea Management Association Consulting (KMAC), achieving first place in all electronic product A/S categories.

'KSQI (Korean Service Quality Index)' is an indicator that evaluates the level of service quality, where a professional evaluation team directly experiences and assesses the service.

A Samsung Electronics Service official emphasized, "Since the KSQI survey was implemented, we have never lost the No. 1 position even once," adding, "This was possible because we have continuously introduced 'customer-tailored' service policies reflecting changing customer needs."

In particular, Samsung Electronics Service explained that it has received great responses since introducing the 'mobile phone visit service' in February. Foldable phone users can receive all services, including display replacement, at their desired location without visiting a service center.

Customers experiencing call quality issues regardless of the model can also receive radio wave environment inspections at the location where the problem occurs.

To reduce customers' repair costs, the 'mobile phone display single-part repair' service is also in operation. If the display is damaged while using Note10, S20, or foldable phones, the device is transported to a professional repair center where only the damaged parts such as tempered glass or display panels are replaced, saving repair costs.

For home appliances, the 'Plus One Care Service' is provided, where engineers perform additional free inspections of other products during on-site visits. Considering seasonal relevance, refrigerators and air conditioners are additionally inspected for free in spring and early summer, while washing machines and dryers are inspected in autumn and winter.

Additionally, customized consultation services such as the 'AI chatbot consultation service,' which provides optimal consultation 24 hours a day, 365 days a year, and the 'visible remote consultation,' where consultants remotely check the product status during consultation, have been introduced.

A Samsung Electronics Service official said, "We will continue to do our best to provide more than the customer’s expected impression in the future."

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