SOUTH KOREA. Lotte Duty Free was recognised for its efforts to improve customer convenience and shopping across three different domestic brand evaluations in South Korea.

The National Customer Satisfaction Index (NCSI) was announced this month. The NCSI for the duty free sector was evaluated over a two-year period due to the impact of COVID-19 but resumed this year.

A face-to-face survey was conducted on duty free customers between the ages 20-59, who spent over US$100 in duty free shops in the last six months. Among all the South Korean travel retailers, Lotte Duty Free took first place with 81 points.

Lotte Duty Free also ranked first in the Korean Brand Power Index (K-BPI) in March. The retailer has claimed the top spot for 15 consecutive years, ever since duty free was introduced as a category.

In September, Lotte Duty Free also topped the National Brand Competitiveness Index (NBCI), winning the top spot for nine consecutive years.

A representative from Lotte Duty Free said: “It’s meaningful that our efforts to improve customer service are recognised externally”

This year, to further improve customer experience and convenience, Lotte Duty Free has added a one-on-one inquiry registration function for non-member customers to better understand customer feedback on its services. The retailer has also conducted service training for all staff, installed elevators at the Myeongdong head office, distributed best sales practice guides for overseas employees.

It also ramped up its Environmental Social Governance activities. This includes the expansion of its electric vehicle fleet, the launch of smart receipts and the opening of additional solar generation facilities at its integrated logistics centre.

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