Hyundai Department Store ranked first in the department store category of the National Customer Satisfaction Index (NCSI) for the fifth consecutive year, the company said Wednesday.
Hyundai Department Store has held the top spot for five straight years from 2022 through this year. The NCSI is a customer satisfaction indicator published annually by the Korea Productivity Center, which comprehensively evaluates the level customers expect from companies' products and services against the quality and value they actually experience.
Hyundai Department Store explained that its various efforts to strengthen retail competitiveness, centered on "customer hospitality" as a core value, received high marks. In particular, the company has emphasized field-focused service innovation. It recently established the "Service Project 101" program, in which frontline employees directly propose ideas to improve customer service, identifying improvement tasks that customers can genuinely feel.
Hyundai Department Store also gathers opinions on customers' actual shopping environments and services overall through its "Customer Happiness Insight Committee," immediately sharing and applying the resulting improvement tasks across the company to raise service quality.
The company has also built a system to systematically manage customer experience. Using its in-house developed "SAI (Service hArmony Index)," it conducts mobile satisfaction surveys targeting actual visiting customers and continuously measures and manages store service quality.
The company continues to expand its environmental, social and governance (ESG) management. Since 2015, Hyundai Department Store has carried out customer-participatory resource circulation activities through its "365 Recycle Campaign," collecting resources that are difficult for individuals to recycle, such as padding fillers, mobile phones and plastic toys. In cooperation with HD Hyundai Oilbank, it also established a "Vinyl to Vinyl" process that recycles waste vinyl generated during department store and outlet operations into waste collection bags.
"The starting point for providing customers with the best shopping experience is not only good products but also sincere service and careful consideration," a Hyundai Department Store official said. "We will continue to further strengthen our customer hospitality culture and sustain customer experience innovation and ESG management to establish ourselves as Korea's leading lifestyle platform."
