CJ Olive Young, No.1 in National Customer Satisfaction H&B Category for 4 Consecutive Years

Continuous Awards Since the Establishment of the Category in 2017

[Asia Economy Reporter Minyoung Cha] CJ Olive Young announced on the 7th that it has been selected as the No. 1 company for four consecutive years in the Health & Beauty (H&B) specialty store category of the ‘2020 National Customer Satisfaction Index (NCSI)’ organized by the Korea Productivity Center.

The NCSI (National Customer Satisfaction Index) is an indicator that reflects the satisfaction level directly evaluated by customers who have experienced a product or service. It comprehensively evaluates items such as customer expectation levels, perceived quality, and perceived value. The H&B specialty store category has been included in the survey since 2017, reflecting consumers' high interest in health and beauty.

In this survey, CJ Olive Young received a score of 78, which is 1 point (1.3%) higher than the previous year, achieving high scores in customer perceived quality, customer complaint rate, and customer retention rate.

The reason CJ Olive Young was able to provide highly satisfactory customer service lies in its systematic training programs and various service improvement activities. Especially this year, amid the changing external environment due to the novel coronavirus (COVID-19) pandemic, the company swiftly revised its service manuals and shared key cases through the in-house mobile communication platform ‘Olive Lounge,’ achieving customer satisfaction innovation through dedicated efforts.

Additionally, it is evaluated that the efforts made so far to create a safe shopping environment during the COVID-19 pandemic have been recognized by customers. Since August, CJ Olive Young has proactively mandated mask-wearing inside stores and attached ‘footprint stickers’ to ensure safe distancing between customers waiting to pay, doing its best to create a store environment where customers can visit with peace of mind.

A CJ Olive Young official stated, “This year, we continuously checked service quality through our own service satisfaction measurement methods and made various efforts for customer satisfaction, such as publishing a service casebook to disseminate excellent service cases. We will continue to focus on customers, who are the most fundamental, and do our best to provide more valuable and differentiated services.”

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