LG Electronics ranked first for the third consecutive year in the home appliance after-sales service category of the “2026 Korean Service Quality Index (KS-SQI)” organized by the Korean Standards Association. LG Electronics
LG Electronics (066570.KS) ranked first in the home appliance after-sales service (A/S) category of the “2026 Korea Standard-Service Quality Index (KS-SQI)” organized by the Korean Standards Association, the company said Tuesday.
With this result, LG Electronics has held the top spot in the A/S category for three consecutive years since the year before last. The achievement recognizes the company’s efforts to raise quality and customer satisfaction by adopting artificial intelligence (AI) across its services.
The Korea Standard-Service Quality Index is a metric calculated by surveying the satisfaction of consumers who have actually used the services. This year, LG Electronics received the industry’s highest scores in key evaluation categories, including expertise in providing the services customers want, proactiveness in customer response, physical elements of the service environment, and orientation toward social value, demonstrating its competitiveness in home appliance services.
LG Electronics consistently reflects customer opinions in its service policies based on Consumer-Centered Management (CCM). A distinctive feature is its adoption of AI-based solutions across the entire process from consultation to repair, providing faster and more accurate customized services.
LG Electronics ranked first for the third consecutive year in the home appliance after-sales service category of the “2026 Korean Service Quality Index (KS-SQI)” organized by the Korean Standards Association. LG Electronics
A representative example is its AI unattended consultation service, the AI Chat and Voice Bot. The AI analyzes customer inquiries and provides self-service guidance content for simple problems, while assisting with the reservation process when an on-site repair visit is needed. Starting in the second half of the year, LG Electronics plans to enhance the service so the voice bot can grasp a customer’s past consultation history and conversational intent to suggest more suitable solutions.
The remote diagnostics solution “Argus” is also improving service efficiency. It provides consultation consultants with status information on products linked to LG ThinQ, reducing unnecessary on-site repair visits. For example, in the case of a washing machine drainage problem, it can check in advance whether the issue is a broken drainage motor or whether it can be resolved simply by removing foreign matter from inside the product.
The AI assistant “Qbot,” which maintains consistent consultation quality, is also in use. Qbot converts product expertise and the know-how of experienced consultation consultants into data to provide information needed for consultations. Its automatic parts recommendation function, based on more than 5 million repair data records, suggests the parts needed for each symptom in advance, reducing trial and error for service managers.
LG Electronics conducts mobile appliance services for rural, fishing, remote island, and mountainous areas with low service accessibility. It also continues social contribution activities, such as setting up temporary service bases during summer flood damage to support appliance cleaning, repair, and parts replacement.
Jung Jae-woong, executive vice president and head of LG Electronics’ Customer Value Innovation Division, said, “We will continue service innovation through the expansion of AX to provide differentiated customer experiences.”