Samsung Electronics has been awarded 1st place in terms of customer service quality in the 2019 Korean-Standard Service Quality Index (KS-SQI). The company won the award in all categories, including computers, household appliances, and mobile phones. Samsung won the first place in the computer category for 18 consecutive years, while its mobile phone segment earned the top spot for its 16th year in a row.
The company seems to go to great lengths to offer the best customer support in Korea, to the point where it puts buses at the disposal of customers who might not have easy access to service centers. These buses serve customers who are living in remote islands or who may be suffering from mobility issues.
Samsung claims that it is constantly looking for ways to further improve customer service. For example, the company carefully analyzed the times of day when customers are more likely to show up at service centers and changed the working hours according to these patterns. This has allowed service centers to help more customers in a more efficient manner.
Furthermore, Samsung Electronics also seems to be working on a more flexible repair cost philosophy in Korea with the main goal being the reduction of repair costs for consumers. It’s not exactly clear from translation how this flexible program works, but it would seem that repair costs vary depending on how long a product has been used.
The research institute awarded the first place in customer service quality to Samsung Electronics based on direct feedback gathered from customers who’ve dealt with the company’s service centers.
Samsung's products have also helped other companies to improve their customer service quality. Last year, HSBC employed the Gear S3 smartwatch in order to allow employees to quickly communicate about customer needs.
