Kangwon Land, Korea Expressway rated poor in customer satisfaction

By Yoon Ja-young

Kangwon Land, the Korea Employment Information Service and Korea Expressway Corp. failed to satisfy customers last year. KOTRA, Korail and Korea Minting, Security Printing & ID Card Operating Corp., meanwhile, were good performers in terms of customer satisfaction, a survey showed Wednesday.

The Ministry of Strategy and Finance released its 2017 customer satisfaction index of 232 state-run enterprises and public institutions. The ministry has been surveying customers of the state-run entities every year to improve their services. The top 10 percent are rated S, followed by 40 percent A and another 40 percent B. The poorest performing 10 percent are rated C.

According to the report, the Korea Employment Information Service, Korea Expressway Corp. and casino operator Kangwon Land were poor in customer satisfaction. Jeju National University Hospital, the Korea Childcare Promotion Institute and the Korea Institute of Nuclear Safety were also rated C. The Korea Meteorological Institute, Korea Institute of Origin Information and National Food Safety Information Service were among the poor performers.

Korea Airports Corp., meanwhile, was rated S, as it enhanced customer convenience using the latest technology. It set up a smart parking lot, introduced an identification system using bio information and expanded self check-in for travelers.

The country's railway operator Korail was also rated S. The ministry noted customers were especially satisfied with the opening of the new KTX route linking Seoul with Gangneung ahead of the 2018 PyeongChang Winter Games, which also contributed to balanced development between the regions.

Korea Minting, Security Printing & ID Card Operating Corp. won customer satisfaction by providing tailored services for the socially underprivileged, including issuing passports in Braille for the visually impaired.

The ministry also cited Korea Housing & Urban Guarantee Corporation as a success case. Customers rated it S as it made its service more accessible, launching an application that provides information for those looking for a home and diversifying channels through which one can get its housing guarantee service.

KoRoad, which is a road traffic authority, saved customers' waiting times by adopting a reservation service for reissuance of drivers' licenses and drivers' aptitude tests.

Customer satisfaction will be included in the performance evaluation of the state-run organizations, which affects their wages. Those rated C will be obligated to submit a plan to improve customer satisfaction.

“We will continue with diverse policy efforts to encourage state-run organizations to improve their customer services,” the ministry noted.