Kyungdong Navien Ranks No.1 for 4 Consecutive Years in KSQI Customer Contact Category 'Home Boiler A/S'

[Asia Economy Reporter Kim Jong-hwa] Kyungdong Navien has ranked first in the home boiler A/S category for four consecutive years in the '2022 Korea Industry Service Quality Index (KSQI) Customer Contact Division.'

Organized by the Korea Management Association Consulting (KMAC), the 'Korea Industry Service Quality Index (KSQI) Customer Contact Division' marked its 13th year this year. Service evaluation teams assess the level of service quality perceived by customers regarding companies' products and services, quantifying service fulfillment rates into an index. This serves as an objective indicator to confirm customers' perceived service quality across various industries.

Boilers, used for heating in winter and hot water throughout the year, are essential home appliances, making service one of the most critical aspects. In case of malfunction, the inconvenience is significant, necessitating proactive after-sales management.

Kyungdong Navien has established consumer-centered management as its corporate culture to provide the best service to consumers. It minimizes customer inconvenience through fundamental prevention of consumer complaints or damages and prompt, accurate after-sales relief activities. As a result, it was the first in the industry to obtain CCM (Consumer-Centered Management) certification in 2011 and has continuously maintained this certification.

To make it more convenient for customers to receive desired services, the company is diversifying its service channels. The representative example is the ‘Navien AI Service,’ which is based on AI technology and big data. From boiler purchase consultation to self-diagnosis of product issues and A/S requests, customers can complete everything in a one-stop process using their smartphones. When a boiler operation problem occurs, the Navien AI Service recognizes the product error code, guides the self-diagnosis method, and allows easy A/S requests.

Recently, Kyungdong Navien further strengthened its service competitiveness by introducing the industry's first ‘Visible ARS’ system. ‘Visible ARS’ is a system where, upon connecting to the call center, a page providing various services automatically pops up on the smartphone screen simultaneously with the ARS voice guidance. When calling the company’s A/S call center (1588-1144) via smartphone, the service guide screen automatically launches on the smartphone along with voice guidance. Unlike the conventional voice ARS, which caused inconvenience such as repeatedly listening to missed information, ‘Visible ARS’ allows immediate service confirmation, reducing inquiry resolution time. Additionally, it addresses the inconvenience faced by customers, including those with hearing impairments, who were previously in blind spots when using voice ARS.

Jeon Yang-gyun, Head of Kyungdong Navien Service Division, said, "Kyungdong Navien strives to provide the best service promptly to touch customers' hearts." He added, "Especially since boilers, essential home appliances used year-round for heating and hot water, and clean ventilation systems used continuously for indoor air quality management are expanding Kyungdong Navien’s product presence throughout customers’ living environments, we will continue to make efforts to provide better services."

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