Samsung Electronics Service has once again ranked first in the quality evaluation of after-sales service (AS) for home appliances and mobile IT devices. As the replacement cycle for electronic products lengthens, the importance of repair, inspection, and connectivity services has grown for manufacturers.
On July 22, Samsung Electronics Service announced that it was selected as the top provider in the home appliance AS and mobile IT device AS categories in the 'Korean Service Quality Index (KSQI)' survey conducted by the Korea Management Association Consulting.
In the home appliance AS category, Samsung has maintained the top position for 16 consecutive years since 2011. In the mobile IT device AS category, it has held the number one spot for 15 consecutive years since 2012. Both categories have never dropped from first place since the survey began.
The KSQI is a system where a professional evaluation team directly experiences the services of the surveyed companies to assess quality levels. In this year's survey, Samsung Electronics Service received the highest scores in service expertise, customer response, and customized service.
Samsung Electronics Service continues to lead in major service quality surveys released this year. In February, it ranked first in the service center category of 'Korea's Most Respected Companies.' In June, it received the home appliance AS award at the 'National Service Awards.' In July, it was recognized as number one in all categories of the 'Korean Service Quality Index' and 'National Customer Satisfaction Index.'
The company is also changing its service operation methods. In April, Samsung expanded the number of service center reservation locations from 23 to all service centers nationwide. Starting in June, the reservation days were extended to include Monday through Saturday mornings.
In the electronics industry, not only the speed of repairs but also the convenience of reservations, pre-inspections, and connectivity services are becoming key factors in customer satisfaction.
This trend is reflected in the fact that the number of customers using the reservation service more than doubled from March to June this year. On weekdays, customers can use the reservation service at all service centers nationwide. On weekends and holidays, reservation services are available at nine 'Weekend Care Centers' across the country.
The home appliance on-site service is also expanding from simple repairs to product management. When engineers visit for on-site service, they also check other Samsung products the customer is using, in a service called 'Plus Inspection,' which is available year-round.
During the service visit, Samsung also offers a 'SmartThings Connectivity Service.' Customers can check product usage methods and replacement times for consumables through SmartThings. This reflects a shift in after-sales service from merely responding to breakdowns to proactive management and connectivity services.
For areas where visiting a service center is difficult, Samsung sends out 'Mobile Phone Service' vehicles. They also operate on-site services for customers in remote island and mountainous areas. In disaster situations such as wildfires and floods, a special service team is dispatched to the site to assist with product inspections, repairs, and cleaning.
Kim Young-ho, CEO of Samsung Electronics Service, expressed gratitude, stating, 'I sincerely thank our customers for selecting us as number one in all major service quality surveys in 2026. We will continue to do our best to ensure customer satisfaction.'
* This article has been translated by AI.
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