Customer Satisfaction Management Certification and Awards
Korea Service Quality Excellence Company Certification
Coway has been recognized for its service quality by obtaining the Certification of *Korea Service Quality (SQ) Excellence Company organized by the Korea Service Promotion Association for 7 consecutive times. Since its first award of the certification in 2006, Coway has been receiving the certification of Korea Service Quality Excellence Company for 7 consecutive times (18 years) after being judged adequate at the renewal deliberation process in 2023.
* Korea Service Quality (SQ) Certification: This is a system prepared by the Ministry of Trade, Industry and Energy to reward SQ-certified companies and involved workers that created outstanding management performance through service quality innovation activities.
Consumer Centered Management (CCM) Certification
Based on its corporate philosophy of a ‘company that considers customer value as the top priority’, Coway continuously puts a company-wide consumer centered management into practice. For customer experience innovation, Coway is carrying out various customer satisfaction activities, including the development of customized products, operation of customer satisfaction services, systemic management of VOCs and others. In recognition of such efforts for the improvement of customer value, we received *Consumer Centered Management (CCM) certification in the second half of 2023 from the Fair Trade Commission.
* Consumer Centered Management (CCM) Certification: This is a system to certify a company by evaluating if it continues to improve consumer-centered activities and carries out related management activities from the viewpoint of consumers.
2023 KNPS Awards
Coway won the 1st awards in the sectors of water purifier and bed respectively at 2023 *KNPS (Most Recommendable Companies), **KCSI (Korean Customer Satisfaction Index) organized by Korea Management Association Consultants, marking its 7th award for seven years in a row in the category of water purifier since 2017 and its 3rd award for three years in a row in the part of bed. In recognition of our efforts in improving customer value through continuous innovation and increasing customer satisfaction with differentiated services, we received many recommendations from our customers.
* KNPS: The Most Recommendable Company (KNPS, Korean Net Promoter Score) is a survey that evaluates the index of customers’ intention to recommend products and services they have experienced to others.
** KCSI (Korea Customer Satisfaction Index): It is a way of evaluating the level of customer satisfaction with each of the products and services into indicators.
Customer Satisfaction Program
Coway‘s business model is growing with customers by providing products and services at customer contact points and gaining customer satisfaction and trust.
Through innovation of products and services, we provide new experiences to our customers and increase the value of life. We also grow together with our customers by providing customized care for their overall lives based on continuous research on customer satisfaction.
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01Reliable Photo Service
After conducting on-site management services for customers that use ice water purifiers and tank-type water purifiers, we take pictures of the inside of the tanks and send them to those customers.
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02Bidet Braille Guide Service
To help visually impaired people who read the world with their fingertips use Coway bidet products, we provide bidet Braille stickers that can be attached to the control panel.
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03Self-managed Products and Management Services
By releasing self-managed products, we are delivering filters and tools for replacement and inspection to our customers on a regular basis and informing them of the self-management method through KakaoTalk notifications.
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04AR Smart Catalog
In order to strengthen customer experience activities and provide a highly convenient purchasing environment in today’s “untact” environment, Coway has introduced AR Smart Catalog utilizing AR technology.
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05Real-time Cody Matching Service
Since around 12,000 care service Cody working nationwide are connected with customers in real time, coordinators who are fully aware of their areas are assigned to provide quick, professional, and customized consultation services.
CASE
Introduction of Sterilization Kits for Water Purifiers
Coway introduced sterilization kits for water purifiers in 2019 so as to improve the quality of on-site management services.
These kits produce sterilized water certified for their sterilization power by obtaining the ‘S Mark’ from the Korean Testing and Research Institute and provide the service of sterilizing internal tanks and water-flowing tubes inside water purifiers when our coordinators visit for on-site management services.
In 2024, we renewed the existing sterilization kits to increase their durability and improved them into sophisticated designs for customers to easily recognize the sterilization service.
In addition, we have launched the ‘Cody Visit Care Service’, a one-time coupon for the on-site management service, for those who manage their own water purifiers, not only those that have on-site management services, to enjoy the sterilization service. By doing so, we strive to provide the best hygiene service to our customers.
Customer Satisfaction Survey
Coway conducts surveys on satisfaction at each of the service contact points, such as orders, installation, on-site inspection, AS, call center, etc., in order to find out all experiences of our customers and come up with measures for improvements.
Based on the survey results, things to be improved are delivered to relevant departments and improved through cooperation with them.
In addition, we conduct customer satisfaction surveys regularly every year, monitor customer satisfaction indicators, and carry out activities to improve satisfaction.
Customer satisfaction survey process
CASE
Icon 2 Water Extraction Usability Upgrade
Coway conducts consumer satisfaction surveys on a regular basis to release products that meet customer needs.
The survey result showed the overall satisfaction with Icon water purifier products obtained considerable points, but additional customer needs regarding cold and hot water temperatures and extraction speed were confirmed.
As a result, while the existing Icon water purifiers were applied with *3-stage hot water system, we applied **4-stage hot water system when releasing Icon 2 in order to reflect customer needs.
* 3-stage hot water system: 45℃ lukewarm water, 70℃ hot water, 85℃ hot water
* 4-stage hot water system: 45℃ lukewarm water, 70℃ hot water, 85℃ hot water, [added] 100℃ extremely hot water
Customer Satisfaction Training System
Coway runs systematic training programs to help our partner companies provide professional services for customers and conducts evaluations as to the training effectiveness.
By conducting service training for Cody and Codoc, our on-site service managers, every year, we strive to provide quality services to our customers.
Compared to the first quarter of 2023 before such training, service-related complaints from the second to fourth quarters of 2023 dropped by a monthly average of 17.7%.
In addition, we also conducted training to nurture service managers in their first to sixth months in the field in 2023 to see customer NPS (Net Promoter Score) increase by 1.33% compared to the one before the training.
* Partner: Cody/ Codoc/ Service Managers and Others
CASE
Newly Establishing a Total Care Service Center and Training Service Quality Managers
We have established a Total Care Service Center, a professional organization that provides specialized services for water purifier hygiene.
Coway‘s service quality managers, who are at the center of our specialized service, are assigned to the field after undergoing systematic training courses to gain expertise.
Service quality managers are able to go out to the field and respond to customers only after completing training courses and passing tests on product understanding, hygiene service technology, failure diagnosis and AS prevention, customer response, service mind and others for around three months in order for them to acquire competency, technology, and service mindset.
As hygiene is the key element of a water purifier, we will continue to work hard to expand systematic hygiene services for our customers to trust and use our products.
Customer Satisfaction Management System
Strategy and Goals of Customer Satisfaction Management
Coway seeks to enhance our brand value by building up long-term trust relationships with our customers. To this end, we consider their opinions as our top priority and their satisfaction as the standard for all actions and judgments. In addition, we strive to quickly meet the needs of our customers by providing best products and services.
VOC Handling System
VOC Handling Process
For efficient VOC handling, Coway tries its best in minimizing customer inconvenience and increasing customer satisfaction by subdividing the VOC handling process and applying a customer-oriented process.
VOC Handling Process
On-site VOC
First meeting with persons in charge of relevant departments
Registering and sharing tasks
Monitoring task-handling process
Managing the rate of handling tasks
Monitoring the verification of improvement tasks
‘I’m curious about how to prevent a water purifier from freezing in the winter.‘
Coway analyzes customer VOC inquiries received monthly, quarterly and seasonally and provides relevant information such as how to manage products and others on the FAQ section at Coway‘s customer support website. As there are many questions about the prevention from freezing to bursting in the winter, Coway is striving to improve customer satisfaction by providing relevant information on how to prevent freezing, and how to react when facing such an issue in advance through its seasonally data analysis.
Customer Center Initial Response Process
In order to improve customer VOC, Coway analyzes inquiries received more than twice and come up with relevant measures to operate an initial response process in which such matters are handled with just one call. Through such a preemptive response system and initial response process, we are trying our best in minimizing customer inconvenience and increasing customer satisfaction.
Recall Management Process
Status analysis and target setting
Identifying types of recalls through status analysis
Counselor & manager
Closer attention to repeated in-bound calls! Check more than twice/ additional handling
Analyzing reasons for recalls
Improving the process by finding out reasons for recalls through proper responses
High Risk VOC Handling Process
By monitoring high risk VOC, customer complaints are subdivided and delivered to relevant departments with the goal of process-oriented real-time management rather than result-centered follow-up management so as to ensure improvement activities are carried out. In addition, we also classify VOC categories according to their severity. In case of serious issues, we make immediate reports on such issues as urgent VOC to our executives so that they can make swift decisions to alleviate complaints.
High Risk VOC Handling Process
Consumer Protection System
Consumer-Rights Protection Policy
Coway has formed an organization dedicated to protecting consumer rights and interests and is working hard to create sustainable value at the contact point with customers. Through mobile surveys on product installations, heart services and others, we manage customer satisfaction survey results and carry out activities to continuously improve identified dissatisfaction issues. Regarding consultations and complains received through Coway‘s website and customer center, the Customer Support Center, which is a professional organization directly managed by Coway identifies causes together with relevant departments to deliver the accurate feedback to customers. Coway will work hard to provide safe product and services by swiftly addressing issues in order to protect customers.
Customer Damage Compensation Procedures
Coway provides product warranties in accordance with the consumer dispute resolution standards for each item (Notice of the Fair Trade Commission) and standard terms and conditions of the contract. Standards for compensation regarding damages customers face are disclosed in detail on Coway.com website. Through this, we strive to actively address customer damages and disputes caused by products and services.
Customer Damage Relief Procedure Process
Customer Satisfaction Activities
Customer Satisfaction Management Certification and Awards
Korea Service Quality Excellence Company Certification
Coway has been recognized for its service quality by obtaining the Certification of *Korea Service Quality (SQ) Excellence Company organized by the Korea Service Promotion Association for 7 consecutive times. Since its first award of the certification in 2006, Coway has been receiving the certification of Korea Service Quality Excellence Company for 7 consecutive times (18 years) after being judged adequate at the renewal deliberation process in 2023.
* Korea Service Quality (SQ) Certification: This is a system prepared by the Ministry of Trade, Industry and Energy to reward SQ-certified companies and involved workers that created outstanding management performance through service quality innovation activities.
Consumer Centered Management (CCM) Certification
Based on its corporate philosophy of a ‘company that considers customer value as the top priority’, Coway continuously puts a company-wide consumer centered management into practice. For customer experience innovation, Coway is carrying out various customer satisfaction activities, including the development of customized products, operation of customer satisfaction services, systemic management of VOCs and others. In recognition of such efforts for the improvement of customer value, we received *Consumer Centered Management (CCM) certification in the second half of 2023 from the Fair Trade Commission.
* Consumer Centered Management (CCM) Certification: This is a system to certify a company by evaluating if it continues to improve consumer-centered activities and carries out related management activities from the viewpoint of consumers.
2023 KNPS Awards
Coway won the 1st awards in the sectors of water purifier and bed respectively at 2023 *KNPS (Most Recommendable Companies), **KCSI (Korean Customer Satisfaction Index) organized by Korea Management Association Consultants, marking its 7th award for seven years in a row in the category of water purifier since 2017 and its 3rd award for three years in a row in the part of bed. In recognition of our efforts in improving customer value through continuous innovation and increasing customer satisfaction with differentiated services, we received many recommendations from our customers.
* KNPS: The Most Recommendable Company (KNPS, Korean Net Promoter Score) is a survey that evaluates the index of customers’ intention to recommend products and services they have experienced to others.
** KCSI (Korea Customer Satisfaction Index): It is a way of evaluating the level of customer satisfaction with each of the products and services into indicators.
Customer Satisfaction Program
Coway‘s business model is growing with customers by providing products and services at customer contact points and gaining customer satisfaction and trust. Through innovation of products and services, we provide new experiences to our customers and increase the value of life. We also grow together with our customers by providing customized care for their overall lives based on continuous research on customer satisfaction.
01Reliable Photo Service
After conducting on-site management services for customers that use ice water purifiers and tank-type water purifiers, we take pictures of the inside of the tanks and send them to those customers.02Bidet Braille Guide Service
To help visually impaired people who read the world with their fingertips use Coway bidet products, we provide bidet Braille stickers that can be attached to the control panel.03Self-managed Products and Management Services
By releasing self-managed products, we are delivering filters and tools for replacement and inspection to our customers on a regular basis and informing them of the self-management method through KakaoTalk notifications.04AR Smart Catalog
In order to strengthen customer experience activities and provide a highly convenient purchasing environment in today’s “untact” environment, Coway has introduced AR Smart Catalog utilizing AR technology.05Real-time Cody Matching Service
Since around 12,000 care service Cody working nationwide are connected with customers in real time, coordinators who are fully aware of their areas are assigned to provide quick, professional, and customized consultation services.Introduction of Sterilization Kits for Water Purifiers
Coway introduced sterilization kits for water purifiers in 2019 so as to improve the quality of on-site management services. These kits produce sterilized water certified for their sterilization power by obtaining the ‘S Mark’ from the Korean Testing and Research Institute and provide the service of sterilizing internal tanks and water-flowing tubes inside water purifiers when our coordinators visit for on-site management services.
In 2024, we renewed the existing sterilization kits to increase their durability and improved them into sophisticated designs for customers to easily recognize the sterilization service. In addition, we have launched the ‘Cody Visit Care Service’, a one-time coupon for the on-site management service, for those who manage their own water purifiers, not only those that have on-site management services, to enjoy the sterilization service. By doing so, we strive to provide the best hygiene service to our customers.
Customer Satisfaction Survey
Coway conducts surveys on satisfaction at each of the service contact points, such as orders, installation, on-site inspection, AS, call center, etc., in order to find out all experiences of our customers and come up with measures for improvements. Based on the survey results, things to be improved are delivered to relevant departments and improved through cooperation with them. In addition, we conduct customer satisfaction surveys regularly every year, monitor customer satisfaction indicators, and carry out activities to improve satisfaction.
Customer Satisfaction Survey Result
(Unit: Point)Customer satisfaction survey process
Icon 2 Water Extraction Usability Upgrade
Coway conducts consumer satisfaction surveys on a regular basis to release products that meet customer needs. The survey result showed the overall satisfaction with Icon water purifier products obtained considerable points, but additional customer needs regarding cold and hot water temperatures and extraction speed were confirmed. As a result, while the existing Icon water purifiers were applied with *3-stage hot water system, we applied **4-stage hot water system when releasing Icon 2 in order to reflect customer needs.
* 3-stage hot water system: 45℃ lukewarm water, 70℃ hot water, 85℃ hot water
* 4-stage hot water system: 45℃ lukewarm water, 70℃ hot water, 85℃ hot water, [added] 100℃ extremely hot water
Customer Satisfaction Training System
Coway runs systematic training programs to help our partner companies provide professional services for customers and conducts evaluations as to the training effectiveness. By conducting service training for Cody and Codoc, our on-site service managers, every year, we strive to provide quality services to our customers. Compared to the first quarter of 2023 before such training, service-related complaints from the second to fourth quarters of 2023 dropped by a monthly average of 17.7%. In addition, we also conducted training to nurture service managers in their first to sixth months in the field in 2023 to see customer NPS (Net Promoter Score) increase by 1.33% compared to the one before the training.
* Partner: Cody/ Codoc/ Service Managers and Others
Newly Establishing a Total Care Service Center and Training Service Quality Managers
We have established a Total Care Service Center, a professional organization that provides specialized services for water purifier hygiene. Coway‘s service quality managers, who are at the center of our specialized service, are assigned to the field after undergoing systematic training courses to gain expertise. Service quality managers are able to go out to the field and respond to customers only after completing training courses and passing tests on product understanding, hygiene service technology, failure diagnosis and AS prevention, customer response, service mind and others for around three months in order for them to acquire competency, technology, and service mindset. As hygiene is the key element of a water purifier, we will continue to work hard to expand systematic hygiene services for our customers to trust and use our products.
Customized Product Development
Innovative Technology Application and Development
Smart Motion Faucet
We launched the NOBLE built-in water purifier that is applied with a motion technology to the faucet from which water comes out for the first time in Korea. By applying a smart motion faucet that is usually hidden inside the product and exposed only when in use, we are able to block external contamination in advance and provide UV sterilization in a double-care way.
AI Smart Diagnosis Function
By utilizing artificial intelligence technology, Coway can help our customer check device status in real time. When detecting an error, we provide a detailed and quick solution to the problem through smartphone for customer to take a swift action. If the problem is still not solved, we automatically relate it to the customer center to improve convenience for our customers. After receiving data on details of the issue, the customer center recognizes the defect and provides efficient maintenance and management services.
Smart Filter Sensing Technology
Through the development of smart filter sensing technology utilizing digital technology, we could improve the management convenience for customers to receive high satisfaction from self-managing service users. Thanks to the smart filter sensing function, the filer life is automatically checked and an alarm is provided when the replacement period has expired. We also provide technology that detects and cleans a new filter after completing the replacement of an old one.
‘BEREX Reclining Massage Bed‘ *Selected for Innovation Award at CES 2024
By reflecting customer feedback that bed-type massager machines are generally difficult for them to lie down and get up from when using, Coway developed a differentiated massager equipped with a reclining function that helps the upper body get up and a user-customized massage system to achieve the honor of being selected for an innovation award in the digital health category at CES 2024.
* CES: The world's largest IT exhibition hosted by the Consumer Technology Association (CTA)