Severance Hospital has been ranked first in the overall National Customer Satisfaction Index (NCSI) survey for the fourth consecutive year. This marks the first time a hospital in Korea has achieved this distinction since the survey’s inception.

Severance Hospital has maintained its top ranking for four years through its commitment to providing excellent medical care while continuously improving patient convenience. Among its customer satisfaction initiatives, the hospital recently implemented an improved wayfinding system to ease navigation for visitors. Signage and guides were added in high-traffic areas, such as CT scan rooms, based on data-driven analysis of customer feedback collected via “Voice of Customer” reports.

The hospital also introduced user-friendly facilities such as diaper-changing stations for adults, family-assistance restrooms, stoma-care restrooms, and breastfeeding rooms.

Feedback is collected from patients across all aspects of their hospital experience, including inpatient care, outpatient visits, and emergency room services. Satisfaction surveys are sent through Kakao notifications, allowing real-time collection of patient opinions. The hospital regularly discusses major feedback insights during weekly operations meetings, designating specific departments to address identified issues. Interdepartmental collaboration ensures systematic improvement efforts.

In September, Severance launched a "Peace of Mind Campaign," providing a safe and anonymous channel for patients to voice concerns without fear of reprisal. Suggestions are reviewed and addressed, with patients informed of ongoing improvements via leaflets.

Severance Hospital continues to enhance its digital services, including the "My Severance" mobile app and the use of AI-driven voice bots. The hospital’s AI assistant, "Sera Bot," calls patients to confirm appointment schedules, provide information about attending physicians, and accommodate changes or cancellations.

The hospital also introduced "Encouragement TokTok" digital campaign, which allows visitors to send messages of support to patients and medical staff. Messages submitted via QR codes displayed on posters and digital screens are broadcast on the hospital’s lobby display.

“Achieving first place in customer satisfaction across all service industries demonstrates how seriously Severance Hospital listens to its customers and reflects their voices in our service improvements,” Severance Hospital General Director Lee Kang-young said. “As a four-time NCSI leader, we will continue to focus on making our hospital a comfortable and welcoming environment for all visitors.”

Meanwhile, NCSI, developed jointly by the Korean Productivity Center and the University of Michigan, is a customer satisfaction measurement tool aimed at enhancing the quality competitiveness of industries and improving citizens’ quality of life. It is an adaptation of the American Customer Satisfaction Index (ACSI) tailored to Korean standards, with international applications in Europe and Japan. Its comparative framework across nations, industries, and enterprises also contributes to enhancing global competitiveness.

The 2024 NCSI survey included 82 industries, 349 companies, and a sample size of 95,927 respondents, making it the largest single face-to-face survey of its kind worldwide. Evaluations are conducted based on thorough research and verification of factors such as customer expectations, perceived quality, and perceived value.