Customer Satisfaction
Korean e-commerce site Coupang announced that it has ranked first in the category of social commerce in the National Customer Satisfaction Index conducted by Korea Productivity Center in 2015.
The NCSI is an index for estimating the customers’ satisfaction that has been developed and released by Korea Productivity Center and University of Michigan in their partnership. Korea Productivity Center conducts the NCSI survey on consumers who have utilized the products and services offered by 314 companies belonging to 73 industries.
Coupang received high marks in the customers’ expectancy level, recognition quality, recognition value, customer royalty rate and customer maintenance rate. As this is the second consecutive year that the company took the first place in the social commerce category, which was first created last year, Coupang has established itself as the customer-centered company.
The company provides differentiated services to resolve inconveniences and raise convenience of shoppers in the whole process while shopping from product purchase and shipping to post services. In particular, Coupang has introduced “Rocket Delivery” service, a direct delivery service by its own employees and vehicles rather than delivery contractors, for the first time in the domestic e-commerce industry in a bid to improve the customers’ satisfaction in delivery, receiving positive responses from customers.
In addition, the company is also making efforts to grasp customers’ needs quickly and innovate technology to embody the needs in convenient services. With active investments in the overall technology sector, such as infrastructure construction, basic design and operation system, Coupang allows customers to shop easily and conveniently.