SKT Ranks 1st for 25 Consecutive Years in National Customer Satisfaction Survey

An SKT model is using AI at the customer center to respond to incoming customer requests.

[Asia Economy Reporter Lim Hye-sun] SK Telecom announced on the 25th that it has ranked first place for 25 consecutive years in the mobile phone service sector in the 2022 National Customer Satisfaction Index (NCSI) survey conducted by the Korea Productivity Center.

The NCSI is an indicator that quantifies the level of customer satisfaction by directly evaluating companies' products and services every year. It was jointly developed by the Korea Productivity Center and the University of Michigan in the United States and is widely used worldwide as a globally authoritative customer satisfaction survey index.

SKT stated that this achievement is the result of continuous efforts to innovate customer value, including consistently providing innovative services such as Ifland and T Woosoo, launching T Membership 2.0 to enhance customer convenience, and innovating customer center services based on AI.

In July last year, SKT launched the metaverse platform ‘Ifland,’ focusing on usability so that anyone can easily and conveniently enjoy the metaverse world. Ifland offers avatars that express one's unique personality, as well as various themed ‘lands’ for diverse pop culture art events and activities, enabling fun communication suited to various situations.

SKT is expanding the related ecosystem by offering new experiences to customers through ‘T Woosoo,’ a subscription product created last year in collaboration with various partners ranging from domestic startups to global operators. With the goal of enhancing customer convenience, SKT also launched ‘T Membership 2.0,’ an upgraded version of the membership service first introduced in the mobile communication industry in 1997. T Membership 2.0 reflects customer preferences by increasing membership partners and allows customers to freely choose between discounts or points accumulation according to recent changes in consumption patterns, representing a new form of membership.

SKT aims to apply artificial intelligence (AI) across all areas of customer center consultations and is providing high-quality customer consultation services by implementing chatbots, voicebots, and a call data analysis system that analyzes customer center consultation data. In particular, SKT was the first domestic telecom company to introduce an AI consultation voicebot and further opened the upgraded conversational voice AI voicebot called Nugu Consultation Bot last year, allowing customers to naturally and conveniently receive consultations on their inquiries using the voice of AI Nugu.

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