Hospitals, refrigerators top NCSI

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Published: 06 Jan. 2023, 17:47 Updated: 06 Jan. 2023, 17:54

Hospitals, refrigerators top NCSI

[National Customer Satisfaction Index]

The Korea Productivity Center’s National Customer Satisfaction Index (NCSI) measures customer satisfaction in 82 industries. Three-hundred and thirty-five industries are measured including universities, government agencies and companies.

The highest-rated customer satisfaction industry in 2022 was hospitals with 82 points. Eight hospitals ranked in the top 11 industries on the customer satisfaction index. Refrigerators, duty-free shops and banking, which all scored 80 points followed while colleges scored 74 points, the lowest score on the index.

Compared to 2021, thirty-five industries saw their customer satisfaction scores increase including cinemas, securities trading on financial instruments and department stores.

Despite a sharp drop in new releases due to the Covid-19 pandemic, the cinema industry improved its customer satisfaction score. It broadcast various content including ballets and concerts and re-released films that were well-received at IMAX theaters. It also expanded private and premium theaters to enhance satisfaction in terms of the cinema experience and these efforts are believed to have positively impacted satisfaction.

Securities trading on financial instruments also gained two points as the spread of distrust in coin transactions and the rise in the expectation level of investment instruments due to interest rate hikes positively impacted customers’ satisfaction levels.

Department stores also saw an improvement as consumer confidence was revived after the easing of social distancing rules.

However, it wasn’t positive news for all industries. Eight industries saw their NCSI scores fall in comparison to 2021, including music streaming services, tablet PCs and securities trading on consignment.

Music streaming services have been battling it out as YouTube Music and Spotify have stabilized in Korea. These overseas platforms seem to be threatening the domestic music market. Although the overall quality of the music service industry rose by 1 point compared to 2021, the price policy of overseas platforms such as YouTube Music which is provided with YouTube premiums, has been recognized as relatively low compared to Korea.

In the case of tablet PCs, the decrease in the need for remote learning and teleconferences is believed to have led to a decline in customer satisfaction.

Securities trading on consignment was negatively impacted by heightened anxiety related to the stock market caused by a rise in interest rates and the surging dollar.

Due to the efforts of leading companies, customer satisfaction among top companies is increasing, ultimately contributing to the improvement of the NCSI at the national level.