Korean Standards Association (KSA) raised the curtain of the 7th Service Week under the theme “Online Contact, Human-Contact Evolvement - Customer Experience (CX) in Post-COVID-19 Era” for the development of the service industry at Lotte Hotel in downtown Seoul on June 29.
KSA’s first official event of the Service Week was the Service Future Innovation Symposium in which top experts from industry and academic circles discussed the future of the service industry and explored strategies of service companies.
Participants of the symposium discussed services that companies prepare in the post-COVID-19 pandemic era as new growth opportunities.
Prof. Lee Yu-jae of Seoul National University, who chaired the symposium, said a crisis, caused by the pandemic, has accelerated digital transformation.
That helped evolve three-dimensional convergence - physical, digital and social experiences.
A poster to promote the 7th Service Week, hosted by Korean Standards Association (KSA).
Service companies will be able to offer customers new experiences, according to how to connect the three dimensions, and manage data being produced in the process, Prof. Lee said.
Companies will have to strategically ponder how to gather some information from customers and help them participate in the process of creating values, he added.
Vice President Jang Jae-young of Shinhan Card said customer experience trends have changed in accordance with acceleration of digitalization, which has brought changes in consumption channels, consumption content and settlement means from an individual consumption perspective, thus having a great impact on the whole ecosystem of customers, companies and markets.
Samsung Electronics, Lotte Home Shopping and Shinhan Bank Top 2022 KS-SQI
Samsung Electronics Service, Lotte Home Shopping and Shinhan Bank have placed first in the 2022 Korean Standard-Service Quality Index (KS-SQI), released by the Korean Standards Association (KSA).
KSA announced the outcomes of the 2022 KS-SQI survey on June 30. The KS-SQI is a service quality evaluation model, jointly developed by KSA and Seoul National University Business School.
A top company in each category has been designated according to the outcomes of a satisfaction survey of customers using each company’s products and services.
The survey was conducted among 30,000 people who have experienced services of 108 companies in 28 industrial sectors, including financial, telecommunications and wholesale/retailing.
The overall industry average stood at 74.8 percent, a 0.9 percentage point rise over the previous year. The 2022 industry average rise is a sharp cry from the previous year, when the industry average recorded a 0.5 percentage point drop.
Samsung Electronics Service topped the KS-SQI in home appliance, mobile phone and computer after-sale overall sectors.
Samsung Electronics Service placed 1st in the computer category for the 21st consecutive year and in the mobile phone category for the nineteenth consecutive year.
The company also topped the home appliance category for the nineteenth time on a cumulative basis. Lotte Home Shopping topped the TV home shopping category for the third consecutive year on the back on its top score in the overall evaluation.
Shinhan Bank became the top winner in the banking category for the ninth consecutive year. Shinhan Bank’s top prize was owed to the bank’s continued activities to improve services from the viewpoint of consumers.
In particular, Shinhan Bank was recognized for ramping up activities to protect financial consumers in order to establish an environment of selling sound products, conducting real-time communications via customer satisfaction surveys, and operating unmanned “Digital Lounge” using digital and AI.
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