SOUTH KOREA. Lotte Duty Free has once again secured the top position in the duty-free category of the 2025 National Customer Satisfaction Index (NCSI), marking its seventh consecutive year at number one.
The award ceremony took place yesterday (9 July) at Lotte Hotel Seoul.
The index, released by the state-run Korea Productivity Center, is based on a consumer survey in which Lotte Duty Free received high marks for its customer-centric service innovations. These include enhancements to its online duty-free platform, such as an upgraded departure information registration system and improved notification services for unclaimed items.
The retailer was also recognised for its strong ESG commitment, highlighted by its support for outstanding SMEs, active participation in the ‘Zero Seoul Business Action Group’, and plogging (picking up litter while jogging) volunteer initiatives.
The survey results also indicate that Lotte Duty Free received a customer satisfaction score of 79 with a 0% customer complaint rate.
This latest achievement builds on the company’s continued success in Korea’s brand evaluations, including top rankings in the National Brand Competitiveness Index in August 2024 and the Korea Brand Power Index in March 2025.
Lotte Duty Free CEO Dongha Kim said, “Our consistent efforts to prioritise customer satisfaction have been recognised and have led to the meaningful achievement of being ranked first for seven consecutive years.
“Lotte Duty Free will continue striving to enhance customer satisfaction while promoting sustainable growth through ESG management and reinforcing our global competitiveness.” ✈
