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ESG

Customer Satisfaction Management

Hyundai Glovis established a Customer Satisfaction Management System to continuously create customer satisfaction.

Hyundai Glovis listens to the customer's voice in order to respond to the rapidly changing business environment. We are engaged in effective customer satisfaction activities and CS campaign based on CS research and VOC results.
As a global company, Hyundai Glovis has a diverse range of customer groups, including companies/general customers, suppliers, and our own employees. We also constantly work for customer satisfaction by providing differentiated services that are tailored to the needs of our customers.
Hyundai Glovis conducts satisfaction surveys for customers and suppliers, to improve our customer service quality. We have been researching ways to improve our survey methods to increase the reliability of these surveys. Most notably, we conduct in-depth interviews with some of the respondents in the customer satisfaction surveys,
so that we are constantly expanding Voice of the Customer (VOC) responses.
We conducted the "Internal Customer Satisfaction Survey” to identify the level of cooperation among support organizations, to establish cooperation among departments and to strengthen internal competitiveness every other year.
Hyundai Glovis is working to promote a customer-driven corporate culture by spreading our customer satisfaction policies through selection of CS leaders and by giving awards to excellent CS teams.
In addition, we conduct a variety of information security programs(security-related posters, personal information protection training, etc.) to raise awareness of all employees about information security.

CS VISION Value Chain Partner with
customer as our priority

CS SLOGAN Hyundai Glovis
grows with our customers

We will not only fulfill customer’s satisfaction, but also make customer service our highest priority.

CS WAY

Customer satisfaction practice guide

  • Get closer!

    Reach out to customers and maintain good relationships with them

  • Listen!

    Listen to what customers say and provide solutions in a timely manner

  • Open your mind!

    Appreciate your counterpart and express your deep gratitude

  • Visit in person!

    Visit clients regulary and practice systematic customer management

  • Improve service quality!

    Provide better service

  • Satisfy customer’s needs!

    Place top priority on customer satisfaction by thinking in customer’s perspective

Customer Groups

고객군입니다. 고객군은 3가지로 나뉩니다. 협력사는 협력사 동반성장 도모를 하여 협력사의 애로사항을 경청하고 개선방안을 모색하는 등 지속적인 파트너십을 통하여 더불어 성장합니다. 고객사는 외부고객 NEEDS 파악 및 개선을 통해 고객최우선의 핵심가치를 바탕으로 기업, 일반 고객의 의견을 수렴하고 보다 나은 서비스를 제공함으로써 고객만족을 실현합니다. 내부고객은 배부부서 간 협력 관계 구축을 통해 업무 유관성이 높은 타 부서와의 원활한 커뮤니케이션과 협력을 통해 내부 경쟁력을 강화합니다. 고객군입니다. 고객군은 3가지로 나뉩니다. 협력사는 협력사 동반성장 도모를 하여 협력사의 애로사항을 경청하고 개선방안을 모색하는 등 지속적인 파트너십을 통하여 더불어 성장합니다. 고객사는 외부고객 NEEDS 파악 및 개선을 통해 고객최우선의 핵심가치를 바탕으로 기업, 일반 고객의 의견을 수렴하고 보다 나은 서비스를 제공함으로써 고객만족을 실현합니다. 내부고객은 배부부서 간 협력 관계 구축을 통해 업무 유관성이 높은 타 부서와의 원활한 커뮤니케이션과 협력을 통해 내부 경쟁력을 강화합니다.

4 Major Policies for Customer Satisfaction

  • CS SurveyㆍImprovement of VOC

    Hyundai Glovis measures customer satisfaction index in sales, contract management, calculations, communication, and etc. In addition, we identify improvements based on customer complaints.

  • Service Quality Education

    We have established ‘CS Career Path’system based on ranks through which we provide our employees The training courses for our suppliers have been prepared based on a pretraining needs assessment for each training target group and promote service quality focused on customer.

  • CS Campaign

    We internalize customer satisfaction mindset by running CS campaigns and events for our employees. We also spread CS culture by utilizing various public relations channels.

  • CS Leader/Workshop

    We share the annual CS direction and CS results by selecting CS leaders and holding a leader workshop. In addition, we constantly motivate CS leaders to improve customer satisfaction by giving awards to excellent CS Teams.

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