Customer-oriented managements lead to success

By Park Jae-hyuk

SK Telecom, SK broadband, Samsung Securities and Shinhan Bank took the top places on the 2017 National Customer Satisfaction Index (NCSI) in their respective industries, according to the Korea Productivity Center (KPC).

The four companies achieved this success through customer-oriented management.

SK Telecom has maintained the lead in the consumer satisfaction index for mobile telephone service for 20 consecutive years.

“The achievement can be attributed to our customer-centered management,” an SK Telecom official said. “Including the CEO, all executives and employees discuss our customers’ opinions every month.”

The company became the world’s first mobile carrier that commercialized five-band carrier aggregation in June last year, allowing residents in the country’s major cities to enjoy faster and stabilized 900 Mbps-capable LTE services.

The Seoul-based firm also began offering customized counseling services for children in November, 2016, and for elderly customers a month earlier.

SK broadband has maintained the top spot on the satisfaction index for high-speed internet and internet protocol television (IPTV) services for seven consecutive years.

“We should provide newer and faster services with our customers, so as to be the leader in the media platform business,” SK broadband CEO Lee Hyung-hee said. “Overcoming our limitations, we should continue to come up with distinguished services satisfying our customers’ needs.”

The Korea Communications Commission has also acknowledged the subsidiary of SK Telecom as an excellent high-speed internet service provider for four consecutive years and as an excellent internet telephone service provider for three consecutive years.

The company, which organized online consultants this year for customers’ welfare, said it will expand the number of its loyal customers into 670,000, so as to offer upgraded services to more people.

Samsung Securities has remained as the top securities company in terms of consumer satisfaction for five consecutive years.

Over the past eight years, the company has also been listed among excellent companies in the Dow Jones Sustainability World Index, which only includes 23 Korean companies.

In addition, a survey of CEOs of the nation’s 500-largest enterprises showed Samsung Securities is the business leaders’ most beloved securities firm in Korea, due to its distinguished services and continuous efforts for innovation.

Shinhan Bank ranked first in the consumer satisfaction index for banks.

Shinhan Bank CEO Wi Sung-ho promised to try his best to establish a digital finance environment that allows safe and convenient transactions to everyone through efforts to protect customers and improve their rights.

The company is the nation’s first bank services provider that built a big data center. It has provided various kinds of digital-based finance services by developing new financial instruments and cooperating with FinTech companies.

Artificial intelligence-based asset management and deep learning-based system detecting dubious transactions are available as well.