SK Telecom reclaims top spot in Korea Customer Satisfaction Index

SK Telecom has reclaimed the top position in the mobile telephony sector of the Korea Customer Satisfaction Index (KCSI), organized by the Korea Management Association Consulting. This achievement marks a ‘grand slam’ for the company, as it has now secured first place in South Korea’s three major customer satisfaction surveys: the National Customer Satisfaction Index (NCSI) in April, the Korea Service Quality Index (KS-SQI) in July, and the KCSI.

The company regained the KCSI top spot one year after losing its 27-year streak due to a cyber security incident. SK Telecom attributed this recovery to a strategic shift toward a ‘customer-centric’ business model. Key drivers for the increased satisfaction included improved benefits for long-term customers, enhanced call and data quality, and higher satisfaction with pricing plans.

Under the leadership of CEO Jae-heon Jeong, the company implemented extensive field-based customer experience (CX) activities, including visiting elderly customers in 87 cities and counties and engaging with long-term users of over 40 years. Additionally, SK Telecom is integrating artificial intelligence to analyze customer feedback, preemptively identify potential inconveniences, and ensure accuracy in customer communications.