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| Severance Hospital employees hold cards that wish wellness and happiness. The hospital topped the industry-wide National Customer Satisfaction Index (NCSI) rankings for two years in a row in 2022. Courtesy of Korea Productivity Center |
8 hospitals among top 11; Lotte Duty Free ranks 8th
By Sah Dong-seok
Severance Hospital took the top place in the industry-wide National Customer Satisfaction Index (NCSI) rankings for the second year in a row in 2022, according to the Korea Productivity Center (KPC), a local consultancy, Monday. The hospital's score for this year was 85 points, up one point from 2021.
The hospital was followed by Samsung Medical Center, Seoul St. Mary's Hospital and Asan Medical Center. The KPC, which publishes the index, said the notable feature of the 2022 NCSI rankings was that there were as many as eight hospitals among the top 11 entities.
The KPC conducted a survey of 335 companies, including universities and state-run organizations, in 82 industries. Their customer satisfaction index averaged 78.4 points in 2022, the highest since the NCSI survey began in 1998. Despite tough economic conditions and the COVID-19 pandemic, Korean companies succeeded in raising their customer satisfaction levels by putting top priority on customers, the KPC said.
The NCSI rankings are determined based on customers' evaluation of corporate products and services. The index is released every year to help enhance the country's industrial competitiveness. The NCSI is a global index involving more than 30 countries around the world, including the U.S. and European countries.
Severance Hospital, one of the oldest and biggest university hospitals here, is second to none when it comes to customer satisfaction. Since December 2021, the hospital has been conducting a mobile phone survey of patients to help improve the experience of patients and their families. The survey was conducted on inpatients at first, but it was expanded later to include outpatients.
Severance has also developed a contactless campaign called "Cheering Talk Talk" as the pandemic restricted visits to hospitalized patients. Anyone wishing to take part in the campaign can take a picture of the "Cheering Talk Talk" poster or scan the QR code on an electronic display screen which will give them the opportunity to leave a warmhearted message anonymously. Hospital officials say the campaign helped patients, families and medical workers build rapport, empathy and improved relations with one another.
Severance Hospital, established in 1885, is the first Western-style medical facility in Korea. Since then, it has been at the forefront of providing advanced medical services. Severance is proud of its top-class medical staff, hygienic medical care environment and sophisticated medical technologies that have been internationally recognized.
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| Samsung C&T employees prepare gifts for underprivileged people. Courtesy of Korea Productivity Center |
Samsung C&T, the construction arm of Samsung Group, ranked fifth in the 2022 NCSI rankings with 82 points ― a fall from second place in 2021.
Samsung C&T, the first apartment builder here to introduce its own serviced brand, Raemian Hestia, has been making every effort to provide customers with differentiated services. In particular, Hestia managers and customer satisfaction personnel are developing a variety of programs to preemptively look out for the needs of apartment residents. Notable is that the company is trying to reinvent the concept of services for customers by expanding them to cultural education and social contribution activities, breaking from its focus merely on after-sales services in the past.
For example, Samsung C&T provides apartment residents with opportunities to take part in social contribution activities related to regional welfare institutions so that they can experience learning and share simultaneously.
Lotte Duty Free, which ranked eighth with 81 points, launched an "exchange rate compensation" event for the first time in the duty free industry to help customers cope with currency risks.
In 2022, Lotte also consolidated its position as the global duty free shop by creating the "Lotte Duty Free Belt" which includes 13 shops in six countries in the Asia-Pacific region through its opening of a shop in Sydney, Australia, in May and another in Danang, Vietnam, in November.
