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.