Raemian, the apartment brand built by Samsung C&T Engineering & Construction Group, came in first place for the 23rd year in a row in the apartment category of the 2020 National Customer Satisfaction Index (NCSI) survey carried out by the Korea Productivity Center (KPC).
NCSI is a customer satisfaction measurement index calculated from the results of a survey of customers who directly experienced different products and services. It was jointly developed by the Korea Productivity Center and the University of Michigan with the aim to improve the quality competitiveness of companies, industries, and countries, and people’s quality of life. The reliability of the index is recognized as it uses the same measurement methodology as the American Customer Satisfaction Index (ACSI). As of 2020, the scope of the NCSI questionnaire includes 79 categories of businesses, 341 companies, and covers 92,268 samples, which makes it the world’s most expansive single face-to-face survey.
Samsung C&T has now ranked first in the apartment category for 23 consecutive years and received a score of 85 out of 100 in the 2020 NCSI. A total of 8 construction companies – Samsung C&T, GS E&C, Lotte E&C, Daewoo E&C, POSCO E&C, Hyundai E&C, Daelim Industrial, and Hyundai Development Company – were included in the survey of apartment brands. The average score was 77.
Launched by Samsung C&T in the year 2000, Raemian was the first true apartment brand in Korea. It offers various programs and benefits for its residents, based on the values of quality management and customer satisfaction. In 2005, it launched Raemian Hestia, a service brand that provides services to the residents of Raemian apartments such as repairs, sports centers, cultural events, and organizing community activities.
Additionally, in order to improve customer satisfaction, Samsung C&T applies high-end technology to apartment living. It has developed an Internet of Things (IoT) platform that allows Raemian apartment dwellers to control and set their living environment. For instance, they can turn on or off lighting, heating, and air conditioning all remotely via the internet. Some Raemian apartments are even going to have AI community robots to assist the residents in their use of common facilities. As people have become more health and environment conscious, advanced systems have been adopted to control air quality management and save energy. The Raemian HomeLab enables visitors to experience and see some of these high-end technologies at work.
Samsung C&T continues to study how to improve quality and service based on the core customer satisfaction principles of “instilling trust in people before they move in and minimizing their inconvenience afterwards.” These efforts have paid off with the recognition of Raemian as first-place winner in the National Brand Competitiveness Index (NBCI) for the 17th consecutive year, number 1 in the Korean Standard-Service Quality Index (KS-SQI) for 5 consecutive years, and of course this most recent result in the NCSI.