[Sponsored Report] The NCSI explained

The National Customer Satisfaction Index or NCSI measures customer satisfaction levels for products and services produced inside and outside of Korea and sold to the local customers. The research is based on surveys of people who have actually used these products or services.

Index figures are released for individual products or product lines, as well as for individual companies, industries, economic sectors and the whole national economy.

The NCSI model takes into account expectancy level, quality, brand recognition value, total satisfaction, complaint rates, customer loyalty rates and customer retention rates. The measurements have a very demanding margin of error and the surveys have a higher completion rate compared to other customer satisfaction measurements since it analyzes the cause and effect of individual areas.

Measurements are also taken for products and services from foreign companies that are doing business in Korea. Because of this, the NCSI has become a good method for comparing the quality of local and foreign companies and also a chance to compare the service satisfaction levels provided by public companies and private companies.
By Lee Ji-hyun [concordia@joongang.co.kr]