"You Who Identified the Pain Points Well" LG Electronics Selects Outstanding Product Quality Evaluation Team Members

Jiseung Hyun, Head of Customer Quality Research Lab at LG Electronics (fourth from the left), and six awardees are posing for a commemorative photo at the Excellent Performer Awards Ceremony of the Product Quality Evaluation Team held on the 16th at the Customer Quality Research Lab within LG Digital Park in Pyeongtaek-si, Gyeonggi-do. (Photo by LG Electronics)

[Asia Economy Reporter Jeong Hyunjin] LG Electronics announced on the 17th that it has selected outstanding participants from its Product Quality Evaluation Group, which has been operated to reflect customer feedback in product development and improvement activities.

On the previous day, LG Electronics presented certificates and prizes to the outstanding participants of the Product Quality Evaluation Group at the Customer Quality Research Center within LG Digital Park in Pyeongtaek, Gyeonggi Province. The award ceremony was attended by six awardees, including Ji Seunghyun, head of LG Electronics Customer Quality Research Center. Other members of the Product Quality Evaluation Group participated in the event via video conference, considering social distancing measures. LG Electronics awarded two top performers with the LG Tromm WashTower Objet Collection and four outstanding participants with the LG CordZero A9S Objet Collection.

LG Electronics has been operating the Product Quality Evaluation Group since last year to identify customers' pain points in advance for products under development and to incorporate customer feedback during the development stage before product launch. The evaluation group consists of about 1,000 LG Electronics customers ranging from teenagers to those over 60 years old, sharing their opinions through a dedicated application (app).

The evaluation group experiences products in offline spaces provided by LG Electronics and evaluates them, or receives products at home to use them in daily life and then shares their impressions and improvement ideas through online surveys.

During the development stage of the wireless earphones LG Tone Free, released in July this year, LG Electronics reflected ideas from the Product Quality Evaluation Group to improve product performance and usability. More than 100 members of the evaluation group, including one of this year’s top performers, directly tested products under development and proposed ideas from the customer perspective to improve ▲ the sound performance of the 'Ambient Sound' feature, which allows users to hear external sounds while listening to music, and ▲ the visibility of widgets on the smartphone home screen.

Kim Jongpil, Executive Director of LG Electronics Quality Management Center, said, "We listen carefully to customer voices to not only identify their pain points but also latent needs to enhance product quality," adding, "We plan to continue actively reflecting customer feedback to consistently introduce competitive products."

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