LG Electronics Recognized with 'Top Grade' in Service Quality in Indonesia

LG Electronics recently received the highest rating in the 2020 Service Quality Survey conducted by CCSL, a service satisfaction research organization in Indonesia, recognizing its service competitiveness. Employees of LG Electronics Indonesia Service Corporation are taking a commemorative photo.

[Asia Economy Reporter Changhwan Lee] LG Electronics announced on the 6th that it received the highest grade, Diamond, in the service quality evaluation in Indonesia, recognizing its service competitiveness.

LG Electronics recently received the Diamond grade in all sectors including home appliances, mobile devices, and air conditioners in the 2020 service quality survey conducted by CCSL (Carre Center for Customer Satisfaction & Loyalty), an Indonesian service satisfaction survey organization.

CCSL is an institution authorized by the government to investigate and publish service satisfaction levels within Indonesia. It surveys customers who have purchased products and used services from target companies in four major cities: Jakarta, Surabaya, Semarang, and Medan, to assess service quality satisfaction.

The institution evaluates comprehensively using indices such as SQI (Service Quality Index), which assesses service promptness and processes; CXI (Customer Experience Index), a customer perception index of service quality; and VCXI (Value Customer Index), a customer evaluation index regarding repair time and cost.

LG Electronics Indonesia Service Corporation operates various SNS channels such as WhatsApp, Twitter, and YouTube to communicate conveniently with customers and gather diverse opinions.

They also established a dedicated organization to improve pain points (complaints), which promptly identifies the root causes when complaints are received from customers, addresses them quickly, and takes measures to prevent recurrence. In addition, they continuously update the customer response manual with complaint cases to strengthen consultation capabilities.

Earlier, LG Electronics also received the highest customer evaluation grade in March on ReclameAQUI, Brazil's largest customer complaint handling site. This site allows customers to register complaints based on their direct experiences with products and services in sectors such as home appliances, distribution, and travel, attracting about 20 million visitors per month.

Yoo Gyumoon, Head of LG Electronics CS Management Center, said, "We will do our best to improve service capabilities and quality to provide differentiated services tailored to local overseas markets and to practice customer satisfaction."

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