S-1 announced on the 25th that it has secured the top spot in the National Customer Satisfaction Index (NCSI) and Korea Service Quality Index (KS-SQI) surveys, and has also obtained certification from Customer-Centric Management (CCM), dominating the three major customer satisfaction surveys in the country.
S-1 has achieved the top position in the NCSI for four consecutive years by expanding its "customer-centric digital services" through the launch of a new integrated service app and the operation of real-time chat consultation features, and it has maintained the first place in the KS-SQI for 12 consecutive years by providing fast and accurate security services with its "AI dispatch system."
In addition, efforts to expand "mobile customer communication channels" such as opening a digital showroom where customers can experience services online and operating a virtual estimation system have earned S-1 recognition for its service quality, culminating in obtaining the Customer-Centric Management (CCM) certification administered by the Fair Trade Commission.
The NCSI is a customer satisfaction measurement index developed by the Korea Productivity Center in collaboration with the University of Michigan. The survey items consist of components that can evaluate service satisfaction.
In this year's survey, S-1 achieved the top ranking by securing high scores across all categories, maintaining first place for four consecutive years since the institutional sector for unmanned security was established in 2021. S-1 cited the enhancement of digital services, which shifted from an offline focus to improve customer convenience, as a key factor for its first-place achievement.
To enhance customer convenience, S-1 launched the integrated application called "MoDU app." Customers can easily set and check over 20 functions, from system security settings to CCTV monitoring and contract information, all within one app. Additionally, it provides features such as real-time chat consultation and equipment inspection requests, allowing customers to conveniently receive after-sales service online.
The KS-SQI is a customer satisfaction measurement index jointly developed by the Korea Standards Association and the Management Research Institute of Seoul National University. It consists of a total of eight evaluation criteria, including accuracy, professionalism, and proactivity. S-1 secured first place in the "proactivity" category, maintaining its position at the top in the unmanned security service sector of the KS-SQI for 12 consecutive years. The rapid and accurate dispatch service that enables consumers to experience the service was a major factor that received positive evaluations from customers.
S-1 has applied AI technology in its control center to enhance dispatch service quality. AI control is primarily composed of two aspects: "automated dispatch instructions" and "system automation processing." The "automated dispatch instructions" identify the service vehicle located nearest to the customer site when an abnormal situation arises and issue the dispatch. Controllers utilize the time secured to provide dispatch personnel with customer site blueprints, special information, and signal analysis data, thereby improving their dispatch response capacity.
"System automation processing" is a system that automatically classifies and processes patterns that repeatedly occur during work, allowing controllers to actively utilize the secured time for real dispatch situation management.
The CCM certification is a system that evaluates how much corporations consider consumer perspectives in all activities they perform and improve their systems. It is certified by the Fair Trade Commission and operated by the Korea Consumer Agency. S-1 is taking the lead in customer-centric management by newly opening mobile-based customer communication channels and simplifying its systems in line with contemporary trends.
First, S-1 opened a digital showroom page where potential customers can directly experience products and services. Visitors can watch everything from security service experiences to actual operational videos of security products. Through the virtual estimation feature, it is also possible to confirm estimated service fees via mobile. During the contract process, an electronic subscription system has been introduced, allowing for non-face-to-face service subscriptions without the need to meet staff in person. Furthermore, by utilizing the integrated service app (MoDU app), S-1 enhances customer convenience by enabling the easy use of security services via mobile.
An S-1 official noted, "We will continue our efforts to provide differentiated customer value based on advanced technology capabilities."