Customer Communication and Customer Satisfaction

Policy & Report
Sustainability Report Appendix

Integrated Voice of Customer (VoC) Management System

We collect customers’ complaints and opinions related to the purchase, repair, and use of our products through various channels, from contact centers to online sites and apps. We analyze customers’ needs based on the data accumulated through the integrated VoC management system and seek ways to resolve them together with the related divisions.

Customer Satisfaction Surveys

Since 1994, we have regularly conducted customer satisfaction surveys targeting the users of our services and taken action to make improvements.

Satisfaction Survey on Products and Services in Korea(2023)

Standing of Our Products and Services in Domestic Satisfaction Surveys in 2023
Surveys	Conducted by	Top-ranked products and services
Korea Customer Satisfaction Index	Korea Management Association Consulting	Smartphone, laptop, TV, refrigerator, washer, dryer, air conditioner, kimchi refrigerator, and cordless vacuum cleaner
Korean Service Quality Index	Korea Management Association Consulting	[Point of contact] After-sales services for mobile phones·IT and home appliances [Call center] Outstanding call center in electronic equipment service sector, customer satisfaction call center
Korean Standard Quality Excellence Index	Korean Standards Association	Smartphone, laptop, tablet, smartwatch, TV, refrigerator, washer, air conditioner, kimchi refrigerator, cooling and heating devices, induction, electronic equipment IoT, and Samsung Pay
Korean Standard Service Quality Index	Korean Standards Association	After-sales services for mobile phones, home appliances, and computers
Korean Standard Call Center Quality Index	Korean Standards Association	Outstanding call center in home appliance and mobile phone service sectors
Global Customer Satisfaction Index	Global Management Association	Smartphone, laptop, TV, refrigerator, washer, dryer, clothing care system, air conditioner, kimchi refrigerator, cordless vacuum cleaner, and air purifier
National Customer Satisfaction Index	Korea Productivity Center	Smartphone, laptop, tablet, air conditioner, and robot vacuum cleaner

Our Accolades Abroad(2023)

Our Accolades Abroad(2023)
Countries	Accolades
Mexico	National Excellence Award in CX Experience & C.C(March) Presented by IMT(Instituto Mexicano de Teleservicios) Best CX Contribution in Social Responsibility(Gold)
Thailand	TAB Digital Inclusive Awards(April) Presented by Thailand Association of the Blind Thailand Ministry of Social Development and Human Security Merit Award
Poland	2023 Service Quality Star Awards(June) Presented by JAKOSC OBSLUGI, Gazeta Wyborcza, and Wroclaw University of Economics and Business Poland Consumer Satisfaction Award(Grand Prize)
Colombia	#LatamDigital Awards(June) Presented by Interlat(Latin-American company focused on Digital) Best Company in Digital Transformation
US	IDC Future Enterprise Awards(July) Presented by IDC(International Data Corporation) Best in Future of Customer Experience
Italy	Campioni del servizio(Service Champion Awards) (October) Presented by ITQF(German Institute for Quality & Finance) Best in Italy - Service Champion(AC)
Malaysia	Asian Experience Awards(October) Presented by Asian Business Review The Malaysia Service Experience of the Year – Electronics The Malaysia Brand Experience of the Year – Electronics
Spain	BEST customer service of the year(Servicio de atención al cliente del año) (October) Presented by Sotto Tempo Advertising Ranked First in Service Satisfaction(in the sectors of Mobile, TV and HA)
Russia	Consumer’s Right & SVC Quality Award(October) Presented by Russian Consumer Protection Agency(Rospotrebnadzor) Digital Service of the Year 2023 Consumer’s Choice
US	International Customer Experience Award(November) Presented by Awards International Best Customer Experience Strategy(Gold) Best Digital Customer Experience(Silver)
Canada	International Customer Experience Award(November) Presented by Awards International Best Customer Service(Bronze)
Malaysia	CXP Best Customer Experience Awards(December) Presented by Business Media International(BMI) CXP Best Customer Experience Awards
Germany	German Fairness Award(Service Fairness Award) (December) Presented by DISQ(Deutsches Institut Für Service-Qualität), and n-tv Ranked First in Smartphone Service Division

Product quality training and equipment maintenance

In order to prevent defective products and achieve uniform quality, the DX division applies standard operating procedures for managing the site to all production sites.

For newly hired and existing workers whose job roles change, we conduct work standard training and evaluate and certify the level of job understanding through 'Job Certification System'. And preventive training is provided to ensure that actions can be taken in response to any changes in equipment and components on the production site.

Additionally, we inspect the production equipment and facility check items listed in the preventive maintenance checklist on a daily basis, registering the checklist results in the quality management system.