SKT Achieves 'Grand Slam' in Korea's Top 3 Customer Satisfaction Surveys

SK Telecom's ChangdeokARirang AR service implemented at Changdeokgung Palace.

[Asia Economy Reporter Joesulgina] SK Telecom has achieved a 'grand slam' in the three major domestic customer satisfaction surveys conducted this year.

SK Telecom announced on the 15th that it ranked first in the mobile telecommunications sector for 23 consecutive years in the 2020 Korea Customer Satisfaction Index (KCSI) survey conducted by the Korea Management Association Consulting. The KCSI is an index that indicates the level of customer satisfaction with products and services across domestic industries. SK Telecom also previously ranked first in the NCSI National Customer Satisfaction Index and the KS-SQI Korea Service Quality Index.

In particular, SK Telecom recorded first place for 23 consecutive years in KCSI, 23 years in NCSI, and 21 years in KS-SQI, making it the only company across all industries to hold the longest consecutive first-place record in the three major domestic customer satisfaction surveys conducted this year.

This year, SK Telecom received a score 3.9 points higher than the previous year in the KCSI customer satisfaction survey. This figure far exceeds the overall increase of about 2 points. The company explained that this result reflects recognition of its various efforts to provide stable 5G infrastructure, lead 5G services, and improve customer experience despite the unprecedented 'untact era.'

Immediately after the spread of COVID-19, SK Telecom was the first in the industry to introduce work-from-home for call centers and operates Chatty (chatbot service), which supports 24-hour customer text consultations based on AI technology. Additionally, since the commercialization of 5G in April last year, it has been evaluated for providing untact-customized services by introducing the 'Changdeok Arirang' AR service, which allows users to enjoy the World Heritage site Changdeokgung without visiting in person, and VR travel content 'Sinsunbaesong.' Furthermore, it has continued activities that enhance social value, such as using the AI speaker 'NUGU' to respond to emergencies of elderly people living alone.

Lee Ki-yoon, Head of Customer Value Innovation at SK Telecom, said, “Achieving first place in KCSI for 23 consecutive years is recognition of our continuous efforts to innovate customer value to provide the highest quality service that customers can feel even in untact situations.” He emphasized, “SK Telecom will continue to engage in intense reflection and relentless efforts to remain a company that customers can take pride in.”

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