SKT named top carrier for customer satisfaction for 23rd straight year
Posted : 2021-01-06 16:24
By Nam Hyun-woo
SK Telecom has consolidated its status as the top mobile communication firm, leading the pack in an annual index gauging customer satisfaction, for the 23rd straight year.
According to the Korea Productivity Center (KPC), SK Telecom scored 79 in the 2020 National Customer Satisfaction Index (NCSI), up 2 points from 77 the carrier logged last year.
SK Telecom has been named the top player among mobile communications firms on the index since 1998, when the KPC began compiling the NCSI.
The company attributed the feat to its efforts to apply artificial intelligence and other advanced information technologies to its telecommunications business, which helped the firm provide contactless services to customers and see growth in its NCSI amid the COVID-19 pandemic.
Preparedness against pandemic sways customer satisfaction
Posted : 2021-01-06 13:17
By Nam Hyun-woo
The 2020 NCSIDespite the economic fallout of the COVID-19 pandemic, customers overall satisfaction with companies has improved, showing domestic firms have increased efforts to satisfy customers demands amid slowdowns across industries.
On the other hand, customers have expressed their disappointment with universities and education institutions, as many students were unsatisfied with schools handling of setbacks in academic schedules and their poor preparedness for online classes.
According to the annual National Customer Satisfaction Index (NCSI) for 2020, the average score for 316 companies, colleges and public institutions in 75 industrial sectors stood at 77 points, up 0.3 points or 0.4 percent from 76.7 points posted for 2019.
Details 14 December 2020
With every telco in Singapore trying to reward their customers via a points-based loyalty program, StarHub knew taking the same route was never going to be enough. With Asia leading the west in the instant-gratification economy, marginal differentiation created by novel subscription plans, and promotions governed by clever T&Cs hardly moved the needle for customer engagement or churn in the telecom industry.
Moreover as MVNOs offered extra gigabytes to a mobile plan, StarHub knew that it needed to think out of the box. With a decent number of merchant partnerships powering the rewards of the loyalty programme, StarHub knew it could afford to push the boundaries of its strategy.