Pulmuone’s Customer Satisfaction Measurement

Pulmuone places consumer safety and rights protection as its top priority and establishes and operates policies based on principles including Voice of Customer (VOC) management, food safety and quality assurance, transparent information provision, customer-centric education, and prompt corrective actions.

Customer Rights Protection Policy

Pulmuone conducts customer satisfaction surveys every quarter targeting customers who used the Pulmuone Customer Satisfaction Center during the previous 2-3 months. At the time of the survey, satisfaction survey participation links are sent via KakaoTalk notification messages, and the survey questions include key quantitative indicators such as consultation connection convenience, consultation attitude, problem resolution satisfaction, and overall service experience, as well as open-ended opinions to broadly collect detailed customer feedback. Response results are used to derive quarterly trend analysis and inspection items for detailed categories, and based on this, consultation process improvements, script enhancements, and customized training programs are designed.

The table below shows the customer satisfaction survey scores (weighted average of primary consultation satisfaction and professional consultation satisfaction scores) measured by Pulmuone over the past 4 years. This year's customer satisfaction score is 91.9 points, which exceeds the 2024 target score of 91.0 points by 0.9 points.