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Hospitals prove most satisfactory

Published: 10 Jan. 2022, 17:07 Updated: 10 Jan. 2022, 17:53

Industries related to apartments flourished in 2021, in part due to the Covid-19 pandemic. [SAMSUNG C&T]

The Korea Productivity Center’s National Customer Satisfaction Index (NCSI) measures customer satisfaction in 80 domestic industries. Three-hundred-thirty-three industries were measured including universities, government agencies, and companies.

The No.1 industry for customer satisfaction was hospitals with a score of 82 points. TVs, refrigerators, full-sized cars, robot vacuum cleaners, smartphones, sub-full-size cars, midsize cars and hotels followed with 80 points each.

Eight points separated the top and bottom industries in 2021, with colleges receiving 74 points at the bottom of the index.

Fifty-three industries received higher NCSI ratings than in 2020. Among them, colleges jumped up six points, while securities trading on consignments and midsize cars were up by three points, followed by a two-point increase for television commerce and electric rice cookers.

With regard to colleges, scores rose significantly, thanks to their efficient handling of the Covid-19 pandemic. Each school was deemed to have prepared the appropriate form of a class by referring to their students’ opinions as compared with the last year.

The securities trading on consignments industry’s effort to offer a convenient investment environment for customers was the main driver of the three-point increase.

The television commerce industry also gained two points thanks to its outstanding ability to cope with the varying circumstances amid Covid-19.

The electronic rice cooker industry saw a gain as more people stayed home due to social distancing guidelines, leading to increased demand for home-cooked meals.

Some industries were able to take advantage of the changing circumstances, but not everybody was a winner. Four industries saw their NCSI rating drop in comparison to last year.

The most dramatic fall was for the hotel industry. It suffered a three-point decline in comparison to 2019, as it was not included in the survey in 2020. Inadequate services due to Covid-19 was the main cause of the decrease.

Companies that received the highest NCSI scores in 12 industries last year failed to retain their thrones in 2021, while 11 industries had joint top scores. The dramatic change to the ranking shows the level of competition in the domestic market.

KIM HAJIN [[email protected]]

Hospitals prove most satisfactory

korea joongAng daily

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Hospitals prove most satisfactory

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