Incheon Total Energy has established a Customer Management System (CMS)1) and is effectively addressing a wide range of customer demands in a timely manner through the enhancement of internal staff's customer service2) capabilities and the improvement of business processes.
Furthermore, through various evaluation activities, it has analyzed customer satisfaction and dissatisfaction factors to formulate customer-centric management strategies. The company has also developed various promotional channels to secure the company's likability and trustworthiness.
1) CMS: Customer Management System
2) CS: Customer Satisfaction
- Realizing services that can touch the hearts of customers
- Continuous efforts for 100% improvement in customer satisfaction To achieve customer satisfaction management beyond just impressing customers
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- Company Values - Management Innovation, Company Branding, Transparency and Ethical Management
- Customers’ Value - Customer-Centric Company Culture, Establishment of CMS System, Customer Impression Service Implementation
- Social Value - Improvement of Company Image, Promotion of Social Contribution Activities, Efforts for Local Development
The company has established a system for collecting and utilizing various customer
information to ensure the swift and accurate handling of VOC collected through both online and offline channels. It also performs data management tasks according to the manual. In addition, the company aims to achieve customer satisfaction by setting response deadlines of within 24 hours for consultation inquiries, within 5 days for general complaints, and within 14 days for legal complaints.
1) VOC: Voice Of Customer
- Customers Demand (VOC)
- Homepage, By Mail, FAX - Adherence to Administrative Processing Periods
- By Phone, Calling on - Immediate Response
- Visit - Diagnosis
- Emergency Dispatch - Immediate Recovery
- Problem-solving
- Anticipating Customer Complaints through Improved Heating Quality
- Efficient Operation of Heating Facilities
- User Machine Room Support - Annual (Summer/Winter) Safety Inspections, Focused Control of Unsafe Equipment Rooms, Telephone Support and On-Site Assistance in Case of User Facility Operation Issues
- Enhancement of Machine Room Managers' Competencies - Technical Training (Online), Distribution of Educational Materials, Visit Teaching for New Apartment Managers
Incheon Total Energy annually conducts the Incheon City Government's integrated customer satisfaction survey. Based on the results, the company collects various customer feedback, identifies points of satisfaction and dissatisfaction, and strives to enhance customer satisfaction through the improvement of customer pain points. Additionally, the professionalism of the staffs and the promptness and accuracy of their work were identified as factors contributing to customer satisfaction, while expanding customer service support emerged as an area for improvement. The company will not rest on the increased scores compared to the previous year but will continue to strive for even greater value for our customers through initiatives such as the development of detailed response manuals and enhanced staff training.
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2020
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2021
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2020
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2021
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2020
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2021
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2020
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2021