The Beginning of SRT Service Impressions is the 'Kind Attitude of Employees'

by Roh Kyungjo

Published 26 Jan.2024 11:30(KST)

Updated 26 Jan.2024 14:05(KST)

Survey Results on Customer Compliments and Complaints

An analysis of compliments from users of the Suseo-origin high-speed train (SRT) revealed high satisfaction with the 'friendly attitude of employees.'

Photo by SR

SR, the operator of SRT, announced on the 26th that an analysis of a total of 616 employee compliment complaints received last year showed that satisfaction with employees' friendly attitudes toward customers, such as tone of voice and facial expressions, was the highest at 213 cases (34.6%).

One user left a comment in the customer feedback section, saying, "Even though the employee must have been tired from work, it was very heartwarming to see them empathize with standing passengers about the difficulties of standing tickets and respond with a smile."

Next were problem resolutions such as disturbance control (134 cases, 21.8%) and active guidance in response to customer inquiries (85 cases, 13.8%). Other reasons for compliments included assistance with luggage storage (26 cases, 4.2%), lending urgent personal items (24 cases, 3.9%), and emergency patient care (13 cases, 2.1%).

Compliment complaints for SRT increased by about 15% last year compared to 2022 (536 cases). SR analyzed that employees' friendly attitudes stem from their self-esteem as service staff, trust in the organization, and customer orientation, and explained that they are focusing on improving organizational culture and strengthening service training.

2023 Customer Feedback Praise Ratio / Image provided by SR

Since his inauguration, SR CEO Lee Jong-guk has emphasized mutual respect among employees and transparent disclosure of management information. Accordingly, the use of informal terms such as 'ya,' 'neo,' and 'hyung' within the company has been prohibited, and employees are encouraged to properly address each other by name and position. Additionally, information on labor-management consultations, the company's management status, and major decisions is actively disclosed.

Efforts are also being made to strengthen human service capabilities. This year, to improve service expertise, specialized service coaches will be trained by department, and a complaint feedback cycle involving field employees will be established to enhance communication with customers.

CEO Lee said, "We will promote comprehensive service innovation from improving organizational culture to active customer communication so that employees can realize customer satisfaction through friendly and professional responses."