"AI Home Appliance Customer Experience Paid Off": Samsung Electronics Ranks 1st in Overall Home Appliances for 4 Consecutive Years in 'Digital Customer Experience Index'

Provided by Samsung Electronics [Financial News] Samsung Electronics announced on the 28th that it was selected as the number one company for the fourth consecutive year, recording the highest score in the comprehensive home appliance sector in the Korea Standards Association's 'Digital Customer Experience Index (DCXI)' evaluation held on the 27th. The Digital Customer Experience Index is an indicator that comprehensively evaluates the satisfaction of the experience throughout the entire process of consumers searching for, purchasing, and using products through digital channels.
The Korea Standards Association measures the level of customer experience across pre-purchase, during-purchase, and post-purchase stages, including △information quality (completeness, accuracy, etc. ) △system quality (reliability, ease of use, etc.
) △personalization factors (empathy, privacy). In this survey, which covered a total of 68 brands across 20 industry sectors including comprehensive home appliances, automobiles, and banking, Samsung Electronics maintained its number one position in the comprehensive home appliance sector by receiving high ratings in various evaluation categories such as recency, reliability, and completeness.
Samsung Electronics △products It provides various features to enable customers to use AI appliances more easily and conveniently throughout the entire purchasing journey, ranging from search and purchase to delivery and installation, product usage, and after-sales service. During the product search stage, users can compare the key features of various products at a glance through the "Compare" function on Samsung.
com, the official online store. Additionally, chatbot services and expert purchasing consultations help users quickly resolve everything from product recommendations to purchase-related questions.
Customer convenience has also been enhanced during the installation stage with the "Come Onboarding" feature, which supports Wi-Fi connectivity and device registration. An "Integrated QR" function is also provided, allowing users to check various information, such as product registration methods and user manuals, all at once.
During the usage stage, the "AI Appliance Experience" is being expanded, where products understand the customer's daily life and evolve autonomously. Users can also efficiently manage energy consumption tailored to specific product usage patterns and environments by utilizing the SmartThings-based "AI Energy Saving Mode.
" Samsung Electronics has also improved customer convenience during the after-sales service stage through the "Home Appliance Remote Diagnosis (HRM)" service. Professional consultants remotely analyze the device's status precisely and guide customers on appropriate solutions, eliminating unnecessary waiting time and effort without the need for customers to visit a service center or a specialist engineer.
Lee Bona, Executive Vice President of Samsung Electronics' Digital Appliances (DA) Business Division, stated, "Samsung Electronics has strived to enhance the customer-centric purchasing experience across the entire buying journey, from product discovery to management, by combining AI technology with SmartThings. " She added, "Moving forward, we will continue to innovate digital customer experiences that can be felt in daily life, based on superior product quality and trust.
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[email protected] Im Soo-bin Reporter