LG Electronics tops home appliance after-sales service index for 3rd consecutive year

LG Electronics has ranked first in the home appliance after-sales service category of the 2026 Korean Service Quality Index, organized by the Korean Standards Association, marking its third consecutive No. 1 finish since 2024. The company was credited with raising service quality and customer satisfaction by integrating AI across its service operations.

The Korean Service Quality Index measures satisfaction through surveys of consumers who have used the services in question. LG Electronics recorded the highest scores in the industry this year across four key evaluation categories: expertise in delivering services customers want, proactiveness in customer interactions, the external appearance of the service environment, and orientation toward social value.

LG Electronics said it continuously incorporates customer feedback into its service policy under a consumer-centered management approach, and has deployed AI across the full service chain — from consultation to repair — to provide customers with fast and accurate service.

A prime example is the company's AI unmanned consultation service, which uses AI chat and voice bots. The AI analyzes customer inquiries and, for straightforward issues, provides self-help guidance content, while directing customers to schedule an in-person repair visit when needed.

Starting in the second half of this year, LG Electronics plans to further advance its AI unmanned consultation service by enabling the voice bot to understand a customer's past consultation history and conversational intent to suggest better solutions.

The remote diagnostics solution Argus integrates with LG ThinQ to prevent customers from having to wait unnecessarily for in-person repair visits. The AI assistant Qbot helps reduce inconsistencies in consultation quality and improve service uniformity.

LG Electronics also operates a mobile home appliance service that visits farming, fishing and remote rural communities where customers have difficulty reaching a service center. The company actively pursues social contribution activities through its service operations as well, including setting up temporary service bases in flood-affected areas during the summer rainy season to provide appliance cleaning, repair and parts replacement.

Jeong Jae-woong, executive vice president and head of the Customer Value Innovation division at LG Electronics, said the company would "continue to innovate services through the expansion of AI transformation to deliver differentiated customer experiences."