Korean Service Quality Index Shows Significant Increase in Social Value Dimension

Korean Standards Association Announces First Half Results of '2023 KS-SQI Survey'

The Korea Standards Association (President Kang Myung-soo) announced the results of the KS-SQI (Korea Service Quality Index) survey, which indicates the quality level of the service industry in South Korea and the degree of service improvement by company, on the 6th.

The survey covered 113 companies across 30 industries in the general service sector, including finance, telecommunications, retail, and AS rental, as well as 71 local governments, with responses from 52,250 people. The average score for the general service industry was 75.3 points, an increase of 0.5 points compared to the previous year. The administrative services of local governments scored 71.2 points, rising by 0.8 points from the previous year. A notable feature of this survey result is the 1.1-point increase in the dimension of social value. This is explained as a result of companies and local governments strengthening their social responsibility activities and sharing them with customers.

The top-ranking companies in this survey are SK Telecom (24 consecutive years), Samsung Electronics Service (22 consecutive years), Samsung Life Insurance (21 consecutive years), 11st (16 consecutive years), SK Telink (15 consecutive years), S-1 (11 consecutive years), GS25 (11 consecutive years), and Shinhan Bank (10 consecutive years). These companies have been recognized by customers for service excellence for over 10 years.

In the local government administrative service survey results, Seoul Jongno-gu (5 consecutive years), Incheon Yeonsu-gu (4 consecutive years), Gyeonggi Hwaseong-si (3 consecutive years), Daejeon Yuseong-gu (3 consecutive years), Gwangju Seo-gu (3 consecutive years), and Daegu Suseong-gu (2 consecutive years) were recognized by local residents for service excellence, continuing from the previous year.

Kang Myung-soo, President of the Korea Standards Association, stated, "With the end of COVID-19, human services, the foundation of service, are being valued again," adding, "It is more important than ever to redesign customer experiences and make a leap forward to improve services."

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