SOUTH KOREA. Lotte Duty Free has claimed top spot at the National Customer Satisfaction Index (NCSI) rankings in the duty-free category for the sixth year in a row.
The award ceremony took place yesterday at Lotte Hotel Seoul.
The index, published by state-run consultancy agency Korea Productivity Center measures brand competitiveness for 233 brands across 64 industries each year. The competitiveness level is evaluated across brand awareness, image and relationship-building through marketing activities.
In the duty-free sector, a survey was conducted of consumers aged between 20 and 59 who have visited duty-free stores within the past six months and purchased products worth more than US$100.
Lotte Duty Free was recognised for its efforts to enhance shopping convenience and customer service, with a score of 80 points this year.
The company regularly conducts Voice of Customer on-site consultations under the supervision of the service innovation department.
The travel retailer has also improved its customer notification system, from purchase to the completion of delivery.
In addition, Lotte Duty Free continues to elevate the quality of customer service through an excellent service award scheme and regular employee training programmes.
Lotte Duty Free CEO Kim Ju Nam said: “We are honoured to be ranked No. 1 duty-free shop in a reputable customer satisfaction survey such as NCSI for six consecutive years. Lotte Duty Free places service innovation as its top priority and provides the best duty-free shopping experience from the customer’s perspective.”
Lotte Duty Free also ranked first in the Korean Brand Power Index (K-BPI) in March. The retailer has claimed the top spot for 17 consecutive years, since duty-free was introduced as a category. K-BPI is an index used to measure brand power, developed by the Korea Management Association Consulting. ✈
