SKT Ranks No. 1 in All Three Major Customer Satisfaction Surveys… Reclaims KCSI Top Spot After One Year

*This content was translated by AI.

SK Telecom has secured the top position in all three major domestic customer satisfaction surveys.

On the 30th, SK Telecom announced that it ranked first in the mobile phone category of the Korea Customer Satisfaction Index (KCSI), which is administered by the Korea Productivity Association Consulting. This achievement follows its No. 1 rankings in the National Customer Satisfaction Index (NCSI) in April and the Korean Service Quality Index (KS-SQI) in July. Last year, due to the aftermath of a cyber intrusion incident, the company lost its position as the No. 1 in the Korea Customer Satisfaction Index (KCSI), which it had maintained for 27 years, but has returned to the top after one year.

SK Telecom emphasized that this result is due to service improvements centered on "customer experience." Jung Jae-heon, CEO of SK Telecom, declared upon taking office that he would return to the essence of the industry and innovate customer value.

Notably, this year SK Telecom conducted a total of 730 on-site customer experience (CX) activities, including a "mobile service" targeting approximately 35,000 elderly customers in 87 cities and counties nationwide. The travel distance alone amounted to 200,000 kilometers, equivalent to five laps around the Earth.

Additionally, SK Telecom named its founding anniversary "The Day We Stand Before Customers Again." All executives, including CEO Jung Jae-heon, along with the Customer Trust Committee, visited sites where customers are present, such as customer service centers, distribution networks, airport roaming centers, and welfare centers for people with disabilities, to directly listen to their opinions.

Employees also visited ultra-long-term customers who have used SK Telecom for more than 40 years to express gratitude and listen to their voices. According to the company, SKT is the only domestic telecommunications carrier that has customers who have been using its services for over 40 years.

SK Telecom explained that it is expanding customer communication channels and reflecting various opinions in its management.

First, through the Customer Trust Committee, which consists of 100 customer advisors and external experts, the company is reviewing external perspectives on the company and evaluating trust recovery activities.

Recently, SK Telecom held the "2026 Insight Day" together with the customer advisory panel and the Customer Trust Committee. Based on customers' usage behavior and perceived experiences, they established trust metrics and discussed improvement tasks for each metric.

Kang Min-gu, head of the customer advisory panel, stated, "From a corporate perspective, services or marketing policies may appear perfect, but from a customer's perspective, unexpected inconveniences can be discovered," adding, "The customer advisory panel will continue to play the role of conveying customers' candid opinions through various activities in the future."

SK Telecom is also operating the "CX Campus" project, which engages young customer segments such as university students. The company has incorporated university students' ideas into T Membership benefits, preparing coffee- and dessert-centric benefits tailored to exam periods, and planning running marketing initiatives.

CEO Jung Jae-heon stated, "This No. 1 ranking in KCSI is an evaluation of our efforts to strengthen customer trust, as well as a directive to treat customers with even higher standards," adding, "Through the unwavering principle of putting customers first and enhancing customer experience through AI, we will create changes that can be felt in daily life and lead to greater trust."

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*This content was translated by AI.