Kyungdong Navien, 3 Consecutive Years No.1 in KSQI Home Boiler A/S Category

Boiler, an Essential Appliance for All Four Seasons, Recognized for Dedicated Efforts in After-Sales Service

[Asia Economy Reporter Kim Jong-hwa] Kyungdong Navien has ranked first for three consecutive years in the home boiler A/S category in the '2021 Korea Service Quality Index (KSQI) Customer Contact Division' survey conducted by the Korea Management Association Consulting (KMAC).

Now in its 12th year, the KSQI is an index that measures customers' perceived service quality across various industries. The customer contact division survey is the only one in Korea that evaluates face-to-face services conducted at customer centers, branches, and stores, serving as an objective standard to assess companies' customer-oriented services. Although the importance of non-face-to-face services has increased due to the coronavirus, offline channels remain a crucial avenue for achieving customer satisfaction, especially given the nature of boilers, where prompt and accurate face-to-face service is a very important indicator due to the significant inconvenience caused by malfunctions.

Kyungdong Navien is highly praised by customers for providing the best service by utilizing various channels that span both online and offline.

A representative example is the 'Navien AI Service,' which is based on artificial intelligence (AI) technology and big data. This service allows customers to complete everything from boiler purchase consultation to self-diagnosis of product issues and A/S requests in a one-stop manner using a smartphone. When a boiler malfunctions, the Navien AI Service recognizes the product error code and guides users through self-diagnosis methods, making A/S requests simple and convenient. This reflects Kyungdong Navien's commitment to providing fast and convenient services while reducing unnecessary face-to-face and phone consultations in line with the untact era.

They also continuously improve service quality that customers can experience through various channels such as operating consultation channels via KakaoTalk and providing simple self-help videos on YouTube for boiler malfunctions. Additionally, by utilizing big data to analyze real-time service situations, they reduce service delays and actively respond to problematic products, minimizing consumer damage and striving to deliver services that impress customers.

Jeon Yang-gyun, Head of Service Division at Kyungdong Navien, stated, "Since boilers have become essential home appliances for heating and hot water use throughout all four seasons, customer satisfaction in the after-sales A/S service, which continues after product sales, is very important," adding, "We will strive to ensure that customers can always use Kyungdong Navien products with peace of mind."

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