[Sponsored Report] What is the National Customer Satisfaction Index (NCSI)?

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[Sponsored Report] What is the National Customer Satisfaction Index (NCSI)?

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The National Customer Satisfaction Index, or NCSI, is an index of customer-satisfaction level of the products and services offered in Korea and abroad and sold to local customers. Korea Productivity Center conducted the NCSI survey for 2012 on 77,149 consumers who have utilized the products and services offered by 288 companies belonging to 64 industries. The NCSI gauges the satisfaction level of a product and the results are synthesized into data with the following categories: company, industry, economic sector and national levels. More specifically, the NCSI model measures expectancy level, quality, recognition value, total satisfaction, complainant rate, customer royalty rate and customer maintenance rate.

The index is regarded as a more credible and comprehensive consumer survey than others since it analyzes the cause and effect of the findings in its reports. NCSI also compiles information on products and services of foreign companies outside Korea, in order to provide a more reliable assessment and comparison of products offered by domestic companies. In addition, NCSI provides a comparison of consumer satisfactory levels of services provided by public and private companies alike.

By Lee Ji-hyun [concordia@joongang.co.kr]

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