Lotte Duty Free Wins Top Spot in 2025 National Customer Satisfaction Index

Ranked First in Duty-Free Shop Category for Seven Consecutive Years
Highly Rated for ESG Management Practices and Service Innovation

Lotte Duty Free announced on July 10 that it has been ranked first in the duty-free shop category for the seventh consecutive year in the '2025 National Customer Satisfaction Index (NCSI)' survey released by the Korea Productivity Center.

At the certification ceremony held on the 9th, Kim Dongha, CEO of Lotte Duty Free (right), and Park Sungjoong, Chairman of the Korea Productivity Center (left), pose for a commemorative photo. Photo by Lotte Duty Free

On July 9, at the 2025 National Customer Satisfaction Index (NCSI) certification ceremony held at Lotte Hotel in Jung-gu, Seoul, Lotte Duty Free was selected as the top company in the duty-free shop category. Last August, Lotte Duty Free also topped the National Brand Competitiveness Index (NBCI), and in March this year, it ranked first in the duty-free shop category of the Korea Brand Power Index (K-BPI).

In this survey, Lotte Duty Free received high marks for its service innovations aimed at customer convenience, such as ▲ changing the departure information registration system for its online duty-free shop ▲ improving the customer notification service for items left behind; for its participation in projects supporting sales channels for outstanding small and medium-sized enterprises; and for its ESG management practices for sustainability, including joining the 'Zero Seoul Enterprise Action Group' and participating in plogging volunteer activities. As a result, Lotte Duty Free achieved a customer satisfaction score of 79 points in the NCSI and recorded a 0% customer complaint rate.

Kim Dongha, CEO of Lotte Duty Free, said, "Our commitment to making customer satisfaction our top priority and our consistent efforts have been recognized, leading to the meaningful achievement of ranking first for seven consecutive years. Going forward, Lotte Duty Free will continue to do its best not only to enhance customer satisfaction, but also to achieve sustainable growth and strengthen global competitiveness based on ESG management."

Lotte Duty Free currently operates a total of 17 stores, including 7 in Korea and others in 5 overseas countries.

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