Samsung Electronics Service announced on the 24th that it was selected as the top provider in the after-sales service quality for home appliances and mobile/IT products in the '2025 Korea Service Quality Index (KSQI)' customer contact institutional sector announced by Korea Management Association Consulting (KMAC).
In May, in the 'Korea Service Quality Index' call center institutional sector, it was selected alongside the customer satisfaction call center and Korea's excellent call centers, solidifying its dominance by winning the customer contact institutional sector.
Home appliance after-sales service has ranked first for 15 consecutive years since 2011, and mobile/IT products after-sales service has ranked first for 14 consecutive years since 2012.
The customer contact institutional sector of the 'Korea Service Quality Index' evaluates service quality after professional researchers directly experience services from corporations. This year's survey was conducted on 34 industries and 139 corporations.
Samsung Electronics Service received excellent evaluations in all key assessment criteria, including pre-engagement with customers before service delivery, rapid and professional response, and providing services tailored to customers' expectations.
Samsung Electronics Service is currently supporting customers so they can conveniently use Samsung Electronics products at all times. The service engineer conducts a 'plus check-up service' throughout the year, where they perform free checks on additional products that the customer did not request during the service visit.
After the product inspection, customers are also guided on 'how to connect and utilize SmartThings,' enabling them to self-diagnose the condition of their products and use them in optimal condition.
To enhance engineer capabilities, which are directly linked to service quality, Samsung Electronics Service introduced the 'ES-UP Cheering' program starting in March of this year. This program involves on-site CS training, where certified CS consultants and excellent CS engineers share their know-how by visiting service centers.
Moreover, Samsung Electronics Service is operating a system that selects engineers with top technical skills as 'master technicians' in various products such as refrigerators, washing machines, air conditioners, and TVs. Only 25 out of 5,700 engineers (0.4%) have been selected as 'master technicians,' indicating the stringent selection criteria.
Joo Hee-joo, head of the CX Innovation Team at Samsung Electronics Service (executive director), expressed gratitude, saying, 'Thank you to our customers for selecting us as the top service quality corporation in the customer contact institutional sector following the call center institutional sector in May.' He added, 'We will continue to strive to provide services that exceed customer expectations.'