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ESG Management

Customer Satisfaction Management

We have a customer satisfaction management system
through which we can continuously create customer satisfaction.

We listen to the voices of our customers to proactively respond to rapidly changing business environments. To this end, we engage in practical customer satisfaction activities and CS campaigns based on CS surveys and VOC results, and also provide our employees and suppliers with service quality education. As a global company, we have a wide range of customer groups, including enterprise/individual customers, suppliers and even our own officers and employees as internal customers.
We also offer services tailored to each customer need to create better customer satisfaction. We conduct CS surveys with our customers and suppliers and find ways to improve the quality of customer service, and every year we check and improve our survey methodology to raise the credibility of the CS surveys. In particular, we conduct in-depth interviews with some of the respondents to continue to expand the collection of VOC. Every two years, we also conduct internal CS surveys designed to understand how cooperative our supporting organization is while trying to establish cooperative relationships among departments and reinforcing internal competitiveness. We select one CS Leader for each team/corporation who is responsible for disseminating our company-wide CS policy, and also run a CS award program for best CS performing teams/leaders in an effort to create a customer-first culture. In addition, we strive to ensure our directors/officers and employees keep our customer information secure by running various programs related to personal information security, such as security poster making and privacy education.

CS VISION A value chain partner who places the customers as its top priority.

CS SLOGAN Hyundai GLOVIS grows alongside the customers.

Our vision and slogan imply that we are not only committed to customer satisfaction but how we also place our customers as our top priority at the center of all values.

CS WAY

Customer Satisfaction Practice Guide

  • Get closer!

    Get close to your customers first and maintain a good relationship.

  • Listen!

    Listen to the voices of the customers and solve their problems as quickly as possible.

  • Open your mind!

    Understand your customers and express your sincere gratitude to them!

  • Visit them in person

    Practice systematic customer management while visiting your customers periodically.

  • Improve service quality!

    Provide your customers with better services.

  • Satisfy their needs!

    Place customer satisfaction as your top priority while always thinking in their shoes.

Customer Groups

HYUNDAI GLOVIS - Suppliers (Shared growth with our suppliers -We grow alongside our suppliers through continuous partnerships while listening to difficulties they have and finding ways to help them improve.) / Internal Customers (Establishing cooperative relationships among internal departments - We reinforce our internal competitiveness through efficient communication and cooperation among departments that need to cooperate with each other.) / Customers (Understanding and improving customer needs - Based on our core value of putting customers as our top priority, we are committed to realizing customer satisfaction by listening to their opinions and providing there services.) HYUNDAI GLOVIS - Suppliers (Shared growth with our suppliers -We grow alongside our suppliers through continuous partnerships while listening to difficulties they have and finding ways to help them improve.) / Internal Customers (Establishing cooperative relationships among internal departments - We reinforce our internal competitiveness through efficient communication and cooperation among departments that need to cooperate with each other.) / Customers (Understanding and improving customer needs - Based on our core value of putting customers as our top priority, we are committed to realizing customer satisfaction by listening to their opinions and providing there services.)

Four Major Policies For Better Customer Satisfaction

  • CS survey and VOC improvement

    We measure customer satisfaction both in terms of business, such as sales, contract management and settlement, and in terms of staff service, such as attitude and communication, and find our weaknesses with a focus on customer complaints.

  • Service quality education

    We try to improve our service quality with a focus on our customers by running a CS career path system for our employees on the basis of their rank-specific capabilities and providing our suppliers with CS education content tailored to their business characteristics.

  • CS campaigns

    We internalize a mindset for customer satisfaction through CS campaigns and events for all our directors/officers and employees, while disseminating CS culture with various promotion channels.

  • CS Leader / workshops

    We select a CS Leader for each team/corporation and hold workshops to share our annual CS strategies and outcomes. Our CS award program for best CS performing teams keeps them motivated to realize customer satisfaction.

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