Customer satisfaction level for public firms edges up

Customer satisfaction with public agencies in Korea edged up last year, the Ministry of Strategy and Finance said Thursday.

According to the survey on 167 public organizations including state-run enterprises and state-affiliated agencies, the satisfaction level improved in the fields of customer-oriented services and customized consulting, the ministry said.

Public enterprises scored 93.7 out of 100 last year, up from 92.9 the previous year. Semi-public agencies and other agencies scored 89.6 and 86.9, respectively, which also marked a slight improved from 2010.

The survey, started in 1999, is aimed at enhancing overall public services by monitoring the quality of services offered by public enterprises and state-run agencies.

“In the latest survey, 21 public enterprises turned out to offer ‘satisfactory’ services, showing that their customer-oriented services are settled,” the ministry said.

Semi-public agencies, however, are lagging behind the state-run enterprises as their score on customer-centered services was lower yet.

The ministry said the 2011 satisfaction level scores will be added to the management performances of the agencies in question. Eight agencies including Jeju Free International City Development Center and the National Medical Center that failed to meet the minimum standards will be required to submit their plans by the end of January to improve their service level.

By Yang Sung-jin (insight@heraldcorp.com)