Lotte Hotel "2021 National Customer Satisfaction Index (NCSI) Hotel Sector 1st Place for 4 Consecutive Years"

On the 5th, Kim Hyun-sik, CEO of Lotte Hotel (left), is taking a commemorative photo after receiving the award at the '2021 National Customer Satisfaction Index (NCSI)' No. 1 company certification ceremony.

[Asia Economy Reporter Yuri Kim] Lotte Hotel announced on the 5th that it has been selected as the No. 1 company in the hotel sector for four consecutive years in the '2021 National Customer Satisfaction Index (NCSI)' survey conducted by the Korea Productivity Center.

The NCSI survey quantifies customer satisfaction by directly evaluating companies' products and services. It is a customer satisfaction survey index jointly developed by the Korea Productivity Center and the University of Michigan in the United States, and is used worldwide.

The hotel stated that its continuous efforts to improve customer experience through product and service enhancements and hygiene management were highly evaluated. Lotte Hotel explained, "This year, we established a Service R&D team focused on discovering future-oriented services and setting industry standards," adding, "This organization manages overall services including hygiene safety, information protection, and the environment by establishing a 'Global Service Quality System.'"

They also established a service vision containing the message of providing differentiated customer experiences: Engrave iconic experience in the guest’s heart. More than 300 CS Mates are currently operating to collect customer feedback and derive improvements in real time.

They introduced products reflecting the rapidly changing customer lifestyle due to COVID-19. The long-term stay product 'Once in a Life' recorded sales of over 600 rooms, equivalent to 2 to 3 hotels, in its first week of sales, receiving a positive response.

Hygiene safety management is also being conducted according to global standards. Last December, for the first time among domestic hotel brands, all 5-star hotels obtained the 'GBAC STAR Certification' hosted by the International Sanitary Supply Association (ISSA). This certification means that the facilities regularly perform disinfection and cleaning equivalent to those conducted in hospitals.

Kim Hyun-sik, CEO of Lotte Hotel, said, "As a result of providing differentiated products and continuously improving service quality, we have been honored to be selected as the No. 1 in the hotel sector in the National Customer Satisfaction Index," adding, "Going forward, Lotte Hotel will create new standards for hotel services based on over 40 years of accumulated experience and expertise."

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