Samsung Electronics Service said on the 18th that it has selected 18 engineers who achieved the top 0.3% in customer satisfaction last year as "customer satisfaction (CS) masters." Samsung Electronics Service is in charge of repairs and after-sales service for Samsung Electronics products.
Samsung Electronics Service operates the "CS master" program, a system that selects outstanding engineers who achieve customer satisfaction based on technical capability. After first evaluating technical capabilities such as repair accuracy and speed, the company selects engineers in the top 0.3% for customer satisfaction as CS masters. The company said, "Because masters are selected through satisfaction surveys directly evaluated by customers, the process is highly objective, and it serves as the highest honor for engineers and a motivator for improving service quality."
The 18 people selected as CS masters in 2026 are, by category, eight for mobile phones, nine for home appliances, and one for business-to-business (B2B). Since 2019, when CS masters were first selected, only 93 people (1.7%) out of about 5,300 engineers have ever been chosen as masters over seven years. Competition is fierce, with only 27 people (0.5%) selected more than once.
Professional ChoI Su-jeong, who handles mobile phone service, set a record by being selected as a master for a second straight year, following selection last year at the Gwangsan Center in Gwangju and after moving this year to the Samsung Gangnam Center in Seoul. It is the first time in six years since 2019 that a mobile phone service master has emerged in Seoul. Professional Jeong Seung-cheol, who handles B2B service, scored a perfect 100 without a single exception in more than 130 customer satisfaction surveys.
Vice President Kim Young-ho, CEO of Samsung Electronics Service, said, "We will work to deliver a differentiated experience to every customer who uses Samsung Electronics products."