GS Shop, Jointly Obtains CCM Certification with 3 Partner Companies

GS Retail's GS Shop announced on the 10th that it received the CCM (Customer Centered Management) certification in recognition of its consumer-centered management activities at the ‘2023 Consumer-Centered Management Excellent Company Awards and Certification Ceremony’ held on the 8th.

GS Shop received the CCM certification together with its partners at the '2023 Consumer-Centered Management Excellence Awards and Certification Ceremony.' (From left) Namjun Heo, Team Leader at GS Retail; Kyunghee Lee, CEO of Korea Pulp Co., Ltd.; Sanghyun Lee, Executive Director of Songwon APC Agricultural Cooperative Corporation; Jonghyuk Won, Director of Otree Food Village Co., Ltd.
[Photo by GS Retail]

The CCM certification is a system introduced in 2007 by the Korea Consumer Agency and the Fair Trade Commission to certify companies with consumer-centered management, with re-certification conducted every two years.

In this year's CCM certification evaluation, GS Shop received particularly high marks for sharing customer feedback (Voice of Customer) company-wide and actively working on improvement plans. GS Shop addressed a total of 226 cases of improvements based on consumer complaints and suggestions, and these proactive and preemptive efforts to prevent customer inconvenience were highly recognized as consumer-centered management activities.

For example, the window-type air conditioners sold by GS Shop this year required additional parts depending on the window height. Initially, during TV home shopping broadcasts, information about this was insufficient, and there were many complaints about the difficulty of purchasing additional parts. After analyzing these customer inconveniences, GS Shop improved information provision and purchasing convenience, reducing customer inquiries by nearly 20%, and increased the simultaneous delivery rate of main products and parts from 60% last year to almost 100% this year, an improvement of 40%.

This year, GS Shop received the certification together with three small and medium-sized partner companies. Since 2021, the company has been conducting CCM certification consulting for small and medium-sized partners. This year, CCM consulting and certification training were provided to a total of eight partner companies. Through customized diagnostics for companies wishing to obtain CCM certification, GS Shop helped establish CCM operation manuals focusing on ‘consumer safety management systems’ and ‘VOC management process establishment,’ supporting the establishment of consumer-centered management systems. As a result, ‘Otree Food Village’ and ‘Songwon APC,’ which received CCM certification in 2021, were re-certified this year, and ‘Korea Pulp’ obtained CCM certification for the first time this year.

Heo Nam-jun, head of GS Shop’s Broadcast Business Support Team, said, “To receive CCM certification together with partner companies, it is more important to explain the necessity and benefits of CCM certification to partners and encourage their participation.” He added, “Starting with this achievement, we will actively support more partners to obtain CCM certification and practice ESG management.”

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