Samsung Electronics Service and LG Electronics have both risen to the top in South Korea’s most authoritative service quality evaluation, engaging in an intense battle for after-sales service (AS) innovation powered by artificial intelligence (AI) technology.<\/p>\n
According to the home appliance industry on the 2nd, Samsung Electronics Service swept first place across all categories\u2014home appliances, mobile phones, and computers\u2014in the ‘2026 Korean Service Quality Index (KS-SQI)’ survey conducted by the Korean Standards Association. LG Electronics secured a joint first-place finish with Samsung Electronics Service in the home appliance AS category, defending its top position for three consecutive years.<\/p>\n
The KS-SQI is an index that comprehensively evaluates service expertise, convenience of use, and social value based on feedback from consumers who have actually used the services. In this survey, both companies recorded industry-leading scores across all evaluation criteria, proving their differentiated AI-based service capabilities.<\/p>\n
With this award, Samsung Electronics Service achieved the monumental record of being the first and only company in the electronics AS industry to rank first for 25 consecutive years. By category, it ranked first in computer AS for 25 consecutive years and mobile phone AS for 23 consecutive years. It also topped the home appliance AS category for a record 22nd time overall, rewriting its own record for the most wins. This follows its win of the Grand Prize in the home appliance AS category at the National Service Awards on the 24th of last month.<\/p>\n
Samsung Electronics Service’s dominant run is backed by the application of differentiated AI technology and operational efficiency. It was the first in the industry to introduce ‘remote consultation’ services for IT products like computers, laptops, and printers, and has now fully expanded this to smartphones and home appliances, creating an environment where devices can be inspected without an engineer’s visit.<\/p>\n
A key weapon is the ‘Home Appliance Remote Diagnosis (HRM)’ service based on SmartThings connectivity. AI analyzes the status and operation history of connected appliances in real-time to guide customers on the optimal course of action. Some functions can even be adjusted remotely, allowing problems to be resolved through consultation alone. On the operational side, an AI-based data analysis system is running to monitor the nationwide service status in real-time and automatically dispatch the optimal engineer to the site based on region, product, and repair type.<\/p>\n
On-site infrastructure improvements to enhance customer convenience are also ongoing. In the mobile phone sector, the ‘Service Center Reservation Service,’ which can significantly reduce waiting times, has been expanded nationwide, allowing customers to receive prompt inspections at their desired time from Monday through Saturday morning. The company also operates nine ‘Weekend Care Centers,’ the only ones of their kind in the industry.<\/p>\n
For remote island and mountainous regions, which are service-vulnerable areas, vehicles equipped with specialized inspection equipment are dispatched. The company is also deploying field service for home appliances where engineers travel by boat to reach remote islands. In the event of disasters such as wildfires or floods, special service teams are immediately dispatched for emergency relief activities. For home appliance subscription customers, an ‘AI Proactive Care Alert’ is provided, where AI detects early signs of anomalies and supports mobile phone notifications, consultant guidance, and engineer visit scheduling.<\/p>\n
Kim Young-ho, Vice President and CEO of Samsung Electronics Service, stated, “Being selected as number one in all categories is thanks to the trust our customers have placed in us. We will continue to innovate our field-oriented services so that customers can use Samsung Electronics products with peace of mind and convenience, anytime and anywhere.”<\/p>\n
LG Electronics defended its number one position for three consecutive years with its ‘AI Transformation (AX)’ strategy, which introduces AI across the entire service spectrum from consultation to repair. LG Electronics explained, “By providing AI-based personalized services, we recorded the highest scores in key evaluation categories such as expertise, proactiveness, appearance, and social value.”<\/p>\n
LG Electronics’ unmanned consultation service, ‘AI Chatbot and Voicebot,’ goes beyond analyzing simple inquiries to provide a one-stop solution, including self-help guidance and visit scheduling. Starting in the second half of this year, the company plans to further upgrade the AI Voicebot so it can understand customers’ past consultation history and conversational intent.<\/p>\n
The remote diagnosis solution ‘Argus’ is also a core technology that minimizes customer inconvenience. It transmits the status of appliances linked to LG ThinQ to consultants in real-time, pre-determining whether an issue can be resolved by simply removing foreign material or if it is a component failure. This eliminates unnecessary engineer visits and waiting times. For field service managers, the company maximizes repair efficiency by supporting a system that automatically recommends parts based on 5 million data points, as well as ‘LG Smart Check,’ which allows testing without disassembling the product.<\/p>\n
Jeong Jae-woong, Executive Vice President and Head of LG Electronics’ Customer Value Innovation Division, emphasized, “We will continue service innovation through the expansion of AX for a differentiated customer experience.”<\/p>\n
The KS-SQI results go beyond a simple AS quality evaluation, showing that manufacturers’ AI technology competition is extending into the post-sales service domain. In particular, as Chinese companies accelerate their entry into the South Korean market for major home appliances like robot vacuums and air conditioners, Samsung and LG are leveraging their dense nationwide AS networks and AI-based personalized services as differentiating weapons.<\/p>\n
Indeed, while Chinese company Roborock, which holds over 50% market share in the robot vacuum market, faces criticism for weaknesses in AS accessibility and privacy protection, Samsung Electronics and LG Electronics are securing consumer trust with their nationwide service infrastructure and verified security systems. An industry insider analyzed, “As dust suction and wet mopping performance have become basic features, the key deciding factors will be the dock’s clean management capability, obstacle avoidance, security, and AS with excellent accessibility.”<\/p>\n
Spurred by this joint first-place finish, Samsung Electronics Service and LG Electronics plan to further accelerate service innovation incorporating AI technology. Moving beyond product sales competition, a ‘service war’ that comprehensively supports customers’ daily lives is establishing itself as the new battleground in the home appliance industry.<\/p>\n","protected":false},"excerpt":{"rendered":"Samsung Electronics Service and LG Electronics have both risen to the top in South Korea’s most authoritative service…\n","protected":false},"author":2,"featured_media":73194,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[621],"tags":[22332,5466,39725,39724,39727,39726,39723,37989,315,357,5563,39722,3875],"class_list":["post-73193","post","type-post","status-publish","format-standard","has-post-thumbnail","category-lg-electronics","tag-ai-chatbot","tag-ai-transformation","tag-argus","tag-home-appliance-remote-diagnosis","tag-jeong-jae-woong","tag-kim-young-ho","tag-korean-service-quality-index","tag-korean-standards-association","tag-lg","tag-lg-electronics","tag-lg-thinq","tag-samsung-electronics-service","tag-smartthings"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/posts\/73193","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/comments?post=73193"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/posts\/73193\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/media\/73194"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/media?parent=73193"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/categories?post=73193"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/korea\/wp-json\/wp\/v2\/tags?post=73193"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}