One in Three Public Institutions Scores 'Unsatisfactory' in Customer Satisfaction

MoEF Announces Results of '2020 Public Institution Customer Satisfaction Survey'

[Sejong=Asia Economy Reporter Moon Chaeseok] The Ministry of Economy and Finance announced on the 28th that a survey on customer satisfaction of 243 public institutions, including Korea Electric Power Corporation, conducted last year revealed that about one in three customers rated the service as 'unsatisfactory.'

According to the Ministry, among the 243 public institutions surveyed for customer satisfaction, 39 institutions received an 'excellent' rating, 82 were rated 'average,' and 75 were rated 'unsatisfactory.' The survey was conducted via telephone over three months from November 30 last year to February 28, sampling 116,000 people. Due to the spread of COVID-19, the planned on-site survey targeting 6,501 people (47 companies) was not conducted.

'Excellent' indicates that customer satisfaction improved or was maintained across all evaluated tasks of the institution, meaning a 100% achievement of goals. 'Average' means that more than 50% of the overall business goals were achieved but not excellent, and 'unsatisfactory' means that less than 50% of the goals were met.

Examples of excellent cases include the Korea Water Resources Corporation's internet water usage contract service and the Health Insurance Review & Assessment Service's establishment of a consultation knowledge database (DB) and a system for sharing civil complaint consultation results.

A Ministry of Economy and Finance official stated, "Going forward, the government will continue various policy efforts to strengthen customer-centered management in public institutions autonomously and innovatively."

The survey results will be reflected in last year's public institution management performance evaluation (0.5 points) and publicly disclosed through the Public Institution Management Information System (ALIO). For the 75 institutions rated unsatisfactory, plans to improve public services will be established, and quarterly implementation performance will be monitored. Institutional improvements to enhance the reliability and effectiveness of the customer satisfaction survey will also be continuously pursued.

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