1st place in’KT M Mobile’ in customer satisfaction for affordable phones

Among the top three affordable phone operators in the subscriber ranking, KT M-Mobile showed the highest customer satisfaction.

Korea Consumer Agency announced on the 26th the results of calculating satisfaction for KT M Mobile, LG Hello Mobile, and SK Seven Mobile.

The survey items consisted of 6 parts, and the total satisfaction was calculated by reflecting the satisfaction level (service quality, service product evaluation, service experience) and the comprehensive satisfaction level (overall satisfaction, satisfaction against expectations, and satisfaction against ideals) as 50% each. did. The subjects of the survey were 1,200 people who had experience using the affordable phone service of three companies affiliated with the top subscribers, and the survey was conducted online from October 15th to 20th.

As a result of the overall satisfaction survey, KT M Mobile scored the highest with 3.66 points, followed by LG Hello Mobile with 3.58 points and SK Seven Mobile with 3.52 points. The overall satisfaction of the three affordable phone services was 3.59 points on average.

As a result of the satisfaction survey for each part, the satisfaction of the service product evaluation (product characteristics) and the satisfaction of the service experience (likeness), which is an evaluation of the subjective feelings felt by the consumer while experiencing the service, were respectively averaged 3.46 points. On the other hand, service quality satisfaction was relatively low with an average of 3.43 points.

Among the comprehensive satisfaction levels, the average level of satisfaction compared to expectations for the service level of the company was 3.77 points. On the other hand, the satisfaction rate was low at 3.69 points compared to the ideal service level that the industry thought it should provide.

On the other hand, as a result of this survey, 79.8% of users subscribed to a self-contained smartphone and then purchased a SIM chip separately, and only 20.2% subscribed to the plan at the same time as the terminal purchase. 91.2% of respondents used LTE, and only 5.2% used 5G.

In addition, 76.4% of affordable phone subscribers were found to be those who moved from using three mobile carriers such as SK Telecom, KT, and LG U+. By business operator, KT M Mobile and LG Hello Mobile used KT, and SK Seven Mobile used SK Telecom and moved to a higher proportion.