Walkerhill Ranks First in 2022 National Customer Satisfaction Survey for Hotels

At the 2022 National Customer Satisfaction No.1 Company Awards Ceremony, Hyun Mongju, General Manager (right), is taking a commemorative photo.

[Asia Economy Reporter Jeon Jinyoung] Walkerhill Hotel & Resort has been selected as the No. 1 company in the hotel service industry in the 2022 National Customer Satisfaction Index (NCSI) survey conducted by the Korea Productivity Center. It was jointly awarded with Hotel Lotte. The NCSI survey quantifies customer satisfaction by directly evaluating companies' products and services, and is a customer satisfaction survey index jointly developed by the Korea Productivity Center and the University of Michigan in the United States, used worldwide.

Walkerhill has achieved digitalization across hotel services and practiced ESG (Environmental, Social, and Governance) management philosophy while establishing a decision-making system to enhance customer value. It also increased customer satisfaction through various packages.

First, it efficiently introduced a "digital experience" throughout hotel services. For customers who prefer contactless services, Walkerhill implemented mobile check-in (MCI) and mobile check-out (MCO) services via personal mobile devices. Since March this year, it has opened a new order service through mobile, allowing guests to use various hotel services contactlessly through their own mobile devices without calling staff or moving.

Various customer-targeted programs practicing ESG management were also conducted. The "Go Green Campaign," where customers voluntarily refrain from using disposable products, was implemented, and the industry’s first "Vegan Concept Room" was introduced, embodying veganism throughout lifestyle aspects such as room bedding, amenities, and breakfast. It also received the first "Zero Waste Landfill" certification in the domestic hotel industry.

Through various programs, the scope of customer experience has continuously expanded. The "Walkie Program" offers various indoor and outdoor activity experiences led by Walkerhill’s leisure experts. In August last year and May this year, the "Print Bakery Walkerhill Flagship Store" and "Theater of Light," where customers can experience art trends, were opened.

Walkerhill plans to expand communication channels with customers online as well. A task force (TF) composed of employees from various departments is strengthening communication with MZ generation (Millennials + Generation Z) customers through YouTube, blogs, and Instagram.

Hyun Mongju, General Manager of Walkerhill Hotel & Resort, stated, "This result is the recognition by customers of the multifaceted changes Walkerhill has made, such as enhancing customer value and attempting digital transformation." He added, "Walkerhill will continue to provide services that satisfy all customers through ESG management philosophy, efforts to practice it, and diverse programs."

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