SKT Says Its Efforts to Restore Trust Have Paid Off, Sweeps No. 1 in NCSI, KS-SQI and KCSI
TECHWORLD ·
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SKT said on the 30th that it had also ranked No. 1 in KCSI, following No. 1 finishes in NCSI and KS-SQI.
With this, SKT has placed first in all three major customer satisfaction surveys in South Korea.
Although SKT fell out of the KCSI No. 1 spot last year due to a cyber intrusion incident, it reclaimed the top position this year through on-site CX activities and expanded customer communication.
SKT said on the 30th that it had achieved a grand slam by ranking No. 1 in KCSI, following No. 1 finishes in NCSI and KS-SQI, and taking the top spot in all three major customer satisfaction surveys in South Korea. With this, SKT has placed first in all three major customer satisfaction surveys in South Korea.
In the main KCSI categories, satisfaction improved from a year earlier. The main categories were long-term customer benefits, call quality, data quality, and plan satisfaction. The company said the significance of this year's strong customer satisfaction results was substantial.
SKT fell out of the KCSI No. 1 spot in 2024 after a cyber intrusion incident last year, ending its 27-year streak, but reclaimed the top position this year. The company said it reorganized its entire business around being customer-centered to restore customer trust and continued efforts to listen to customer voices, and that these efforts led to this year's results.
After the cyber intrusion incident, SKT has continued its efforts to restore customer trust. Since taking office, SKT CEO Jeong Jae-hun declared a return to the essence of the business and innovation in customer value based on trust, which led to attempts to connect that vision with changes in the company's products, services, and ways of working.
SKT operated a total of 730 on-site CX activities in 87 cities and counties nationwide, including a 'visiting service' for more than 35,000 older customers. Through these efforts, it directly heard customer voices on site, and through workplace visits held for the company's founding anniversary, it also heard firsthand about customer usage experiences and opinions, then identified areas for improvement. More recently, it has significantly expanded customer communication channels and, through a Customer Trust Committee made up of a customer advisory group and outside experts, has reviewed and evaluated trust-recovery activities while discussing improvement measures, reflecting the results in its products and services.
SKT is running the 'CX Campus' project for younger customers. The 'CX Campus' is aimed at gathering on-site feedback and linking it to actual service changes. Through this, college students' ideas were reflected in actual T Membership benefits, and coffee- and dessert-focused perks tailored to exam periods were introduced. It also led to a case of planning a running marketing campaign.
CEO Jeong Jae-hun said the meaning of this KCSI No. 1 finish was customers' assessment of efforts to strengthen trust. He said this year's KCSI No. 1 also means SKT must meet an even higher standard of customer response. He then stressed an unwavering customer-first principle and said the company would pursue the advancement of customer experience through AI. He also said it would create changes customers can feel in everyday life and lead to greater trust expansion.
Source: TECHWORLD · Kim Hye-jin
Original: https://www.epnc.co.kr/news/articleView.html?idxno=407548
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Source: TECHWORLD
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