SK Telecom customer satisfaction and trust initiatives

SK Telecom has focused on enhancing customer trust and satisfaction through new metrics and service improvements. During its ‘2026 Insight Day’, the company announced plans to develop metrics for measuring corporate trust by analyzing actual customer behavior rather than relying solely on direct surveys. The company aims to use behavioral data—such as a reduced need for customers to manually verify information—as a proxy for trust, focusing on areas like pricing transparency, security management, and service stability.

Following these strategic shifts, SK Telecom reclaimed the top position in the mobile telephony sector of the Korea Customer Satisfaction Index (KCSI). This achievement completed a ‘grand slam’ for the company, having also secured first place in the National Customer Satisfaction Index (NCSI) and the Korea Service Quality Index (KS-SQI). The company attributed this recovery to a ‘customer-centric’ business model, which included field-based experience activities and the integration of artificial intelligence to analyze feedback and preemptively address customer inconveniences.