By Park Jae-hyuk
Kia Motors, Samsung Fire & Marine Insurance and SK Telecom took the top places on the 2016 National Customer Satisfaction Index (NCSI) in their respective industries. The NCSI is one of Korea's major consumer satisfaction indexes, surveyed by the Korea Productivity Center (KPC).
Kia Motors returned to the top spot in the satisfaction index for recreational vehicles (RVs) after six years.
The nation's second-largest carmaker attracted customers last year through releasing the upgraded Carnival minivan, well-designed Sportage SUV and Soul compact SUV, the KPC said.
Since 2014, Kia Motors has overtaken Hyundai Motor, the nation's largest carmaker and Kia's affiliate that shares the lead with Kia in domestic sales of RVs. Kia extended its lead to 50,000 vehicles last year.
Also, the carmaker recently released the industry's first hybrid SUV Niro, providing its clients with a wider variety of choices. Kia has sold more than 3,000 Niros a month, as the compact SUV is spacious and has high gas mileage at 18km/L.
"Kia's complaint management system using social media and smartphones seems to effectively lessen consumer complaints," the KPC said in a press release. "The carmaker also suggests its employees experience customer counseling."
Samsung Fire & Marine Insurance has maintained the top spot on the satisfaction index for personal property insurance for 16 consecutive years, which is unprecedented in the industry.
"Its headquarters has continued to lead customer management," the KPC said. "Customers being positive to the company's efforts allowed it to lead the industry."
The company has appointed a chief customer officer (CCO), who is under direct control of the CEO. It runs a committee for customer rights, consisting of external experts such as professors, lawyers and doctors.
As an insurance firm, Samsung Fire has carried out campaigns for traffic safety and supported disabled people as part of its corporate social responsibility agenda.
The firm has continued several educational initiatives to prevent traffic accidents and develop policies for traffic safety. It has financially supported bereaved children of traffic accident victims as well.
For disabled people, Samsung Fire has donated guide dogs to the blind every year. It has granted scholarships to blind students and helped the disabled adapt socially.
SK Telecom has maintained the lead in the consumer satisfaction index for mobile telephone service for 19 consecutive years.
The company has led innovation in the nation's telecom market, introducing customized rate systems and various programs for consumer benefits, the KPC said.
SK Telecom has crews among its employees, who first experience various communications products and services before their releases. Through its feedback system, the company has been able to maximize consumer satisfaction and minimize inconvenience.
Also, SK Telecom offers customized counseling services for children and elderly customers. The company introduced the service for children in November, after introducing it for senior citizens a month earlier.
"SK Telecom plans to provide customers with more satisfactory experiences through releasing optimized services for each customer's usage patterns," the KPC said.
Kia Motors, Samsung Fire & Marine Insurance and SK Telecom took the top places on the 2016 National Customer Satisfaction Index (NCSI) in their respective industries. The NCSI is one of Korea's major consumer satisfaction indexes, surveyed by the Korea Productivity Center (KPC).
Kia Motors returned to the top spot in the satisfaction index for recreational vehicles (RVs) after six years.
The nation's second-largest carmaker attracted customers last year through releasing the upgraded Carnival minivan, well-designed Sportage SUV and Soul compact SUV, the KPC said.
Since 2014, Kia Motors has overtaken Hyundai Motor, the nation's largest carmaker and Kia's affiliate that shares the lead with Kia in domestic sales of RVs. Kia extended its lead to 50,000 vehicles last year.
Also, the carmaker recently released the industry's first hybrid SUV Niro, providing its clients with a wider variety of choices. Kia has sold more than 3,000 Niros a month, as the compact SUV is spacious and has high gas mileage at 18km/L.
"Kia's complaint management system using social media and smartphones seems to effectively lessen consumer complaints," the KPC said in a press release. "The carmaker also suggests its employees experience customer counseling."
Samsung Fire & Marine Insurance has maintained the top spot on the satisfaction index for personal property insurance for 16 consecutive years, which is unprecedented in the industry.
"Its headquarters has continued to lead customer management," the KPC said. "Customers being positive to the company's efforts allowed it to lead the industry."
The company has appointed a chief customer officer (CCO), who is under direct control of the CEO. It runs a committee for customer rights, consisting of external experts such as professors, lawyers and doctors.
As an insurance firm, Samsung Fire has carried out campaigns for traffic safety and supported disabled people as part of its corporate social responsibility agenda.
The firm has continued several educational initiatives to prevent traffic accidents and develop policies for traffic safety. It has financially supported bereaved children of traffic accident victims as well.
For disabled people, Samsung Fire has donated guide dogs to the blind every year. It has granted scholarships to blind students and helped the disabled adapt socially.
SK Telecom has maintained the lead in the consumer satisfaction index for mobile telephone service for 19 consecutive years.
The company has led innovation in the nation's telecom market, introducing customized rate systems and various programs for consumer benefits, the KPC said.
SK Telecom has crews among its employees, who first experience various communications products and services before their releases. Through its feedback system, the company has been able to maximize consumer satisfaction and minimize inconvenience.
Also, SK Telecom offers customized counseling services for children and elderly customers. The company introduced the service for children in November, after introducing it for senior citizens a month earlier.
"SK Telecom plans to provide customers with more satisfactory experiences through releasing optimized services for each customer's usage patterns," the KPC said.
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