COVID Hospital Medical Staff... 7 out of Top 9 Exceed Customer Satisfaction to Impress

2020 National Customer Satisfaction Index (NCSI) Survey

Severance Hospital ranked first in the hospital category for 10 consecutive years in the NCSI survey by enhancing safety and convenience even during the COVID-19 crisis.

[Asia Economy Reporter Kim Cheol-hyun] Despite the unprecedentedly challenging economic conditions caused by the spread of the novel coronavirus disease (COVID-19) last year, domestic companies' "customer-centric" management shone through, leading to an increase in customer satisfaction. The Korea Productivity Center announced on the 13th that the National Customer Satisfaction Index (NCSI), surveyed across 75 industries, 316 companies, universities, and public institutions, scored 77.0 points, up 0.3 points (0.4%) from 76.7 points in 2019. This is the highest score since the NCSI survey began in 1998. The survey was jointly conducted by the Korea Productivity Center and the University of Michigan, USA, and sponsored by the Ministry of Trade, Industry and Energy.

Among all surveyed companies, Samsung C&T in the apartment industry received the highest rating with 85 points. The customer satisfaction "Top 9" included Severance Hospital and Daegu Metropolitan Transit Corporation. Notably, having seven hospitals in the Top 9 is a key feature this year.

◆ Construction Industry Customer Satisfaction Increased the Most = Among 14 economic sectors with comparable data from the previous year, customer satisfaction rose in 7 sectors. By industry, out of 74 industries with comparable data, 34 industries saw an increase in customer satisfaction compared to last year, up from 27 the previous year. The Korea Productivity Center explained, "There were 13 industries where the top-ranked company changed, and 11 industries had joint first place, showing how fierce the competition to win customers' hearts was."

The economic sector with the highest improvement rate was "Construction," which rose 2.4% (1.8 points) compared to the previous year. Next was "Business Facility Management, Business Support and Rental Services," which increased by 1.7% (1.3 points), followed by "Information and Communication" up 1.6% (1.2 points). Additionally, "Health and Social Welfare Services" rose 1.4% (1.1 points), followed by "Finance and Insurance" (1.2% increase), "Durable Goods Manufacturing" (0.6% increase), and "Non-durable Goods Manufacturing" (0.4% increase). The Korea Productivity Center analyzed, "In the construction sector, customer satisfaction in the apartment industry rose by 2 points compared to the previous year. Due to the recent spread of remote work and reduced outdoor activities caused by COVID-19, the increased time spent at home has led customers to re-recognize the value of housing as a safe haven and the utility of various community facilities within apartments, resulting in increased customer satisfaction."

On the other hand, the economic sectors where NCSI scores declined were "Education Services" and "Public Administration, Defense, and Social Security Administration," totaling two sectors.

◆ Hospital Industry Has the Highest Customer Retention Rate = The hospital industry within the health and social welfare services sector also stood out for having the highest levels of customer satisfaction and customer retention. Hospital customer satisfaction rose by 1 point (1.3%) from the previous year to 80 points, and the customer retention rate was 82%.

Although COVID-19 posed a significant crisis this year, hospitals made efforts to prevent spread by separating pathways for screening clinics and general treatment, restricting visits to inpatients, and thoroughly guiding personal quarantine measures. They also quickly implemented QR code entry systems and conducted comprehensive COVID-19 testing upon admission, among other strict quarantine measures. These efforts by hospitals and medical staff enhanced the hospitals' image and led to increased customer satisfaction.

Industries with high customer satisfaction and retention rates indicate a high likelihood that customers satisfied with companies in those industries will remain loyal. It was analyzed that in most industries, as customer satisfaction increases, customer retention rates also rise. The Korea Productivity Center emphasized, "Thanks to the customer satisfaction efforts of leading companies, customer satisfaction among top-ranking companies is leveling up, ultimately contributing to the improvement of the national NCSI."

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