“I commend the station attendant who visited the cat’fly’”… 0.4% civil complaints for’Seoul Subway’

“I commend the station attendant who visited the cat’fly’”… 0.4% civil complaints for’Seoul Subway’

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'Fly' a cat that station attendant Lee Hae-rim finds and protects at the station. [사진 서울교통공사]

‘Fly’ a cat that station attendant Lee Hae-rim finds and protects at the station. [사진 서울교통공사]

A station attendant Lee Hae-rim found a cat wrapped in a blanket in the Seongshin Women’s University Station on Seoul Subway Line 4. While protecting the cat, the station attendant contacted the owner of the missing leaflet and returned it directly. At the time, the owner of the cat thanked the customer at the time and said, “I will give you 300,000 won,” but this station attendant politely refused.

In December of last year, a cat in a portable cage escaped from Seoul Station on Seoul Subway Line 1 and moved to City Hall Station by taking the subway alone. When an embarrassed passenger asked for help from the staff, the staff at Seoul and City Hall stations searched through the two stations and found the cat and returned it to the owner’s arms.

The example above is part of the story of the Seoul Transportation Corporation’s praise complaint. The total number of complaints received on the Seoul subway last year was 92,033, with an average of 2529 a day. Of the 900,000 complaints, compliments were 3425, 0.4%.

Complimentary petition for station attendant Lee Hae-rim received at the voice of the Seoul Transportation Corporation customer (Lee Hye-rim wrote the name wrong) [사진 서울교통공사]

Complimentary petition for station attendant Lee Hae-rim received at the voice of the Seoul Transportation Corporation customer (Lee Hye-rim wrote the name wrong) [사진 서울교통공사]

77% of complaints are uncomfortable, and air conditioning and heating are the most
Inconvenient complaints requesting correction were 71,058, accounting for 77%. By type of inconvenience, electric car cooling and heating were the most common at 52.6%, followed by mask-related 14.7%, train order disturbance 8.8%, lost property-related 6.6%, train delay 4.1%, and cleanliness problem 2.7%. I asked Kim Seong-tae, the head of the Seoul Transportation Corporation’s Sales Planning Department, about the complaints that had come in last year.

When it comes to complaints, I usually think of it as a complaint.
There is a complaint for praise. The types of civil petitions are classified into four categories: inquiries, discomfort, praise, and other organizations. Complaints from other organizations are related to the line that Korea Railroad Corporation is in charge of.

What do you think is the reason there are so few compliments.
I wonder if there are many complaints from any agency. Shouldn’t we have to work hard to file a complaint? Although the number is small, the content is deep as it is made by people who really appreciate it.

Do compliments and complaints have a lot of power?
Complimentary complaints received the day before every day are posted on the business bulletin board. It is said that it is not only good, but also very powerful and rewarding because it is shared across the company. These days, it seems to be approaching bigger because it is a difficult time with corona.
Lee Sang-heon Assistant Manager of Seoul Transportation Corporation. Complimentary complaints were received more than 100 times and received a commendation. [사진 서울교통공사]

Lee Sang-heon Assistant Manager of Seoul Transportation Corporation. Complimentary complaints were received more than 100 times and received a commendation. [사진 서울교통공사]

Yang Won-seok, the star of Subway Line 5, elected as the Seoul Transportation Corporation's broadcasting king. [사진 서울교통공사]

Yang Won-seok, the star of Subway Line 5, elected as the Seoul Transportation Corporation’s broadcasting king. [사진 서울교통공사]

There are also meetings of employees who received a lot of compliments.
It is a praised Century Club. It is a gathering of crew members who have received more than 100 praise complaints, and has been running since 2018. As of the end of last year, there were 24 members. The employee who received the most praised complaints is Deputy Lee Sang-heon, who works at the Sinjeong Seungmu Office on Line 2. In charge of announcements and door management, he received a total of more than 1600 complimentary complaints. I heard that’Thank you for guiding the safety rules well, and there are many reviews that you have a good voice.’ Yang Won-seok, an engineer at the Dapsimni crew office on Line 5, who received 53 praised petitions last year, captivated the hearts of passengers with a slightly flickering comment, “I will be happy to get on the subway enchanted by a happy magic.”

What other complaints are there?
It is said that he was relieved by the announcement of the flight attendant’s announcement of wearing a mask in the subway and told him to endure a little more, or that he was comforted on the subway on the way home from work. There is also a story that I left my cell phone with my family picture on the train, but the staff was thankful for finding it quickly. We will try to deal with more than 900,000 complaints more quickly and accurately.

Civil petitions for the Seoul subway can be made by phone or text message through the Customer Center (1577-1234), the Toota Subway App, the Seoul Transportation Corporation website, and the Seoul City Response Center.

Reporter Eunkyung Choi [email protected]


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