Baemin, Certified for 'Consumer-Centered Management' for 2 Consecutive Times

"Will Listen More to Become an App Created Together with Customers and Small Business Owners"

[Asia Economy Reporter Kim Cheol-hyun] Woowa Brothers (CEO Kim Beom-jun), the operator of 'Baedal Minjok' (hereinafter Baemin), has obtained the Consumer-Centered Management (CCM) certification. Baemin, which was the first company in the delivery platform industry to receive the certification in 2018, has now achieved the certification for the second consecutive time.

On the 18th, Woowa Brothers announced that they received the CCM certification, which is certified by the Fair Trade Commission and operated by the Korea Consumer Agency. The CCM certification is a system that evaluates whether a company organizes all its activities from the consumer's perspective and continuously improves related management activities. The certification period is two years.

Baemin explained that this CCM certification was awarded in recognition of their efforts to expand communication with consumers and continuously reflect consumer opinions in their services. Woowa Brothers ensured that customer experiences were reflected in the service by having the CCM team collaborate weekly with business, planning, marketing, and development departments to incorporate consumer feedback. In April of last year, they improved the app for users who may have difficulties using delivery apps, such as the disabled or elderly, by adding a voice guidance feature for the visually impaired. They enhanced the app to better serve users who might face challenges in using the delivery app, including people with disabilities and seniors.

They also reorganized their structure and systems. Woowa Brothers expanded the CCM operation organization from a team to a division and continuously expanded reward and welfare systems for employees who interact with consumers, building a system to activate CCM company-wide. Additionally, to strengthen CCM expertise, they participate in customer-centered innovation conferences and regular CCM training, and are promoting the establishment of a CCM expert training program in collaboration with professional educational institutions for customer-facing departments.

Actual customer response indicators have also greatly improved. The response rate, which refers to the percentage of calls connected to a counselor when a consumer calls the customer center, increased from 78.5% in 2018 to over 93% this year, and the average time to handle customer complaints was shortened from three days to one day. No Myung-hoon, head of Woowa Brothers’ Customer Service Office, said, "We are not satisfied with just re-certification; we will continue to listen more and actively reflect feedback in app operations with the mindset that this app is created together with customers and small business owners."

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