SKT Achieves 1st Place in All Three Major Domestic Customer Satisfaction Surveys

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SKT Achieves 1st Place in All Three Major Domestic Customer Satisfaction Surveys

Published2026.09.30 08:55

Sweeps NCSI, KS-SQI, and KCSI; Reclaims KCSI Top Position One Year After Cyber Breach Incident

SK Telecom has swept all three major domestic customer satisfaction surveys this year. Following a comprehensive structural improvement initiative aimed at restoring customer trust after last year's cyber breach incident, the company has reclaimed top rankings across major satisfaction indicators in just one year.

SK Telecom announced on the 30th that it ranked 1st in the mobile phone category of the Korean Customer Satisfaction Index (KCSI) administered by the Korea Productivity Association Consulting.

Earlier, the company ranked 1st in the National Customer Satisfaction Index (NCSI) in April and the Korea Service Quality Index (KS-SQI) in July, completing a three-peat by capturing the top position in KCSI as well.

SKT explained that while it maintained the 1st place position in KCSI for 27 consecutive years through 2024, it relinquished the ranking due to the aftermath of a cyber breach incident last year and has now returned to the top one year later.

In this year's survey, scores in the categories of △long-term customer benefits △call and data quality △and rate plan satisfaction rose compared to the previous year, leading to the overall 1st place ranking.

Strengthening On-Site Customer Communication Activities

SKT conducted a total of 730 on-site customer experience (CX) activities this year, including operating "visiting services" targeting approximately 35,000 elderly customers across 87 cities and counties nationwide.

The accumulated travel distance reached 200,000 km, equivalent to five times around the Earth.

Additionally, the company designated its founding anniversary as "the day to stand before customers once again," with all executives including CEO Jung Jae-heon and the Customer Trust Committee directly visiting customer service centers, distribution channels, airport roaming centers, and disability welfare facilities to hear about customer experiences.

The company is also operating a structure that reflects improvement measures through a Customer Trust Committee composed of 100 customer advisory panel members and external experts into products and services.

Min-gu Kang, representative of the customer advisory panel, stated, "What may appear to be a perfect service from the company's perspective can reveal unexpected inconveniences from the customer's perspective," and added, "We will continue to play a role in conveying customers' honest opinions through various activities going forward."

Operating AI-Based Quality Management System

SK Telecom analyzes customer voice (VOC) received at customer service centers using AI to proactively identify potential inconveniences and reflect them in service improvements.

The company also screens customer-sent messages with AI to pre-filter information accuracy and social sensitivity issues, maintaining an eight-year record of incident-free customer communication as a result.

In the network field, the company manages communication quality by using the AI operations system 'A-One' to forecast communication demand in advance during large-scale events and deploy base stations accordingly.

CEO Jung Jae-heon stated, "This 1st place KCSI ranking is an evaluation of our efforts to strengthen customer trust and an order to treat customers by even higher standards," and added, "Through advancing customer experience via AI, we will create changes that customers can feel in their daily lives."

#AI #SK텔레콤 #고객경험 #고객만족도 #KCSI #NCSI #KS-SQI #VOC #통신품질 #사이버 침해

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