[2023 NCSI] SKT, 26 Consecutive Years of Customer Satisfaction No.1

SK Telink Also Ranks First for 10 Consecutive Years in International Calling Industry
Lotte Tops Fast Food and Hotel Industries

SK Telecom was selected as the No. 1 mobile phone service provider in the National Customer Satisfaction Index (NCSI) survey. SK Telecom has maintained the top position for 26 consecutive years since the survey first began in 1998. This achievement is attributed to its efforts to analyze customer needs and enhance customer convenience in the rapidly changing information and communication technology (ICT) sector, which has translated into high customer satisfaction.

A representative example is the '0 Youth Plan,' which reflects the data usage patterns of the younger generation and their lifestyle trends that pursue rational consumption. This plan helps alleviate the household communication expenses of young people by providing up to 50% additional data at the same price as the standard 5G plan. Additionally, it strengthens lifestyle-oriented benefits preferred by the youth, such as coffee franchises and movie theaters. As a result, more than 7 out of 10 young SK Telecom customers are choosing the '0 Youth Plan,' making it very popular.

SKT Family Roaming

In June last year, SK Telecom also launched the 'Family Roaming Promotion,' which significantly reduces the burden on family travelers abroad. When a family travels together, only one member needs to subscribe to the roaming product called the baro plan, and by adding 3,000 KRW, up to five people can share roaming data. Customers using the baro plan and family roaming can make calls to and from Korea and locally free of charge.

SK Telink, in the international call sector, also ranked No. 1 in the NCSI for 10 consecutive years. SK Telink’s international call service '00700' leads efforts to prevent customer damage by analyzing international spam originating countries and crime types every year. To provide prompt customer request responses, handle complaints, and offer differentiated services, the operation of the customer center, the frontline of customer contact, has been further optimized. The customer response manual was improved with more customer-friendly language, and through analysis of consultation content, customer inconveniences were identified, leading to improvements in the refund process. The refund processing period was shortened from a maximum of 10 days to within 3 days.

Above all, SK Telink operates under the principle that providing excellent call quality is fundamental to customer satisfaction. It continuously conducts voice quality monitoring in 16 major countries and connection quality tests in 50 countries. It also strives to manage call quality through the construction of large-capacity optical transmission networks and replacement with the latest equipment.

Participants of the Digital Masil program are experiencing on-site practice at a Lotteria store after receiving training on how to use the unmanned ordering device.

Lotte Ria has maintained the No. 1 position in the fast food sector of the NCSI for 13 consecutive years. This is the result of active ESG (Environmental, Social, and Governance) management, including signing an agreement with Seoul City to participate in the 'Walking Together with the Digitally Disadvantaged' campaign. In particular, the 'It's Okay to Take Your Time' campaign drew attention by requesting consideration for the elderly using unmanned ordering machines. Understanding slower order speeds has led to the spread of a culture of consideration in franchise stores with high accessibility.

Through the 'Digital Masil' program, education on using unmanned ordering machines was also provided to the elderly. This program, linked with Seoul City's digital learning centers and combined with on-site training at Lotte Ria, had about 800 participants over approximately six months starting in April. Lotte Ria plans to continue the Digital Masil program this year with a goal of educating 1,000 people.

Lotte Hotel & Resort was selected as No. 1 in the hotel sector of the NCSI for six consecutive years. Lotte Hotel & Resort has developed and operates its own customer management platform called the 'LCSI' system. The department dedicated to improving customer experience uses this system to analyze hotel ratings, customer recommendations, and customer comments in real time, identifying key factors throughout the customer journey from before using the hotel to the moment of departure, thereby improving services.

Efforts toward a sustainable tourism industry have also received high praise. The 'Re;Think' campaign is a representative ESG activity carried out by Lotte Hotel & Resort, focusing on environmentally friendly room services for sustainable travel, spreading a culture of sharing in local communities, and improving ESG awareness among employees. Notably, initiatives such as laundry for bedding to reduce disposable waste, label-free water bottles, reusable dispenser amenities, and eco-friendly packaging are key items that Lotte Hotel & Resort has proactively introduced and implemented.

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