SK Telecom (SKT) announced on September 30 that it has secured the top position in the Korean Customer Satisfaction Index (KCSI), following its first-place rankings in the National Customer Satisfaction Index (NCSI) in April and the Korean Service Quality Index (KS-SQI) in July.
Having maintained the KCSI top spot for 27 years until 2023, SKT returned to the number one position after losing it last year due to the impact of a cyber breach.
In this year's survey, SKT saw an increase in customer satisfaction across key areas, including long-term customer benefits, call and data quality, and pricing plans, leading to its overall first-place ranking.
SKT CEO Jeong Jae-hun had previously declared his commitment to innovating customer value through trust upon taking office. The company has been actively listening to customer feedback and connecting it to changes in its products, services, and operational methods.
This year, SKT operated a 'visiting service' for 35,000 elderly customers across 87 cities and counties nationwide. The company designated its anniversary as a 'day to stand before customers again,' visiting locations such as airport roaming centers and welfare facilities for the disabled to gather feedback.
AI is also being actively utilized to enhance service quality and convenience. The company analyzes customer voice data received at its call centers using AI to improve its products and services.
Additionally, AI is applied throughout network operations to ensure stable communication quality. During large events, such as fireworks festivals, SKT utilized its AI operating system 'A-One' to predict communication demand and strategically position base stations to provide a seamless communication environment.
Jeong Jae-hun stated, "This KCSI first place is a reflection of our efforts to strengthen customer trust and a call to treat customers with even higher standards. We will create tangible changes in daily life through our unwavering customer-first principle and the enhancement of customer experiences via AI, leading to greater trust."
* This article has been translated by AI.
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