Customer Value
SK Rent-a-Car developed various systems and policies for customer protection and we are in the forefront to realize customer value
SK Rent-a-Car ensures a safe driving experience to prevent accidents, and has developed various systems and policies for customer protection in an effort to enhance customer-oriented perspective.
Customer Protection Charter
We established the Direct Division, stipulated protocols related to fair trade for customers and customer compensation procedures/organization/standards and disclosed them on our website for easy access.
-
- 01We will provide customers with transparent information regarding about products and services.
-
- 02We will comply with the promises to our customers and conduct business fairly without discrimination.
-
- 03We will handle customer complaints and damages fairly and quickly, and reflect them in our system improvements.
-
- 04We will comply with relevant laws and procedures to protect the personal information of our customers.
-
- 05We will respect and reflect the opinions of our customers and strive for customer happiness through SK Rent-a-Car.
Customer dispute resolution procedure
Dispute processing criteria
- In the event of a customer dispute, the dispute will be resolved in accordance with the settlement of consumer dispute criteria of the Framework Act on Consumers, the standard terms and conditions of automobile rentals, and the terms and conditions of SK Rent-a-Car.
- A consultative body is operated to reach an amicable agreement with consumers when resolving through the terms and conditions is deemed difficult.
Medium to long-term goals for customer satisfaction
SK Rent-a-Car analyzes customer satisfaction data to improve products and services both quantitatively and qualitatively.
The quantitative satisfaction survey results are used to measure KPIs and indicators for improvement of related organizations.
For qualitative results, customer feedback is used for developing short-term and long-term targets for service improvement.
-
2023
Status
Percentage of satisfied customers according to the survey
93.6%
Percentage of complaints resolved
100%
-
2024
Target
Percentage of satisfied customers according to the survey
94%
Percentage of complaints resolved
100%
-
2025
Target
Percentage of satisfied customers according to the survey
95.5%
Percentage of complaints resolved
100%
Response to Customer Complaints in 2022
Number of customer 155 complaints received
Number of customer complaints through internal/external organizations and internal channels
155 Cases
Percentage of complaints resolved
The percentage of complaints resolved against the number of customer complaints received
100 %
Customer Safety
SK Rent-a-Car send notification messages to our customers whenever there are natural disasters or changes in traffic regulations.
SK Rent-a-Car has developed customer challenges to promote safe driving and regular car maintenance, and is operating a prompt accident reception
and response system. Furthermore, we are taking initiative in response to the accelerated climate crisis by establishing ‘Weather Aria,’ a weather
management system that utilizes weather information.
| Category | Content | Month / Year |
|---|---|---|
| Driving safe in snowy weather | Weather forecast and driving tips on heavy snow | January 2022, December 2022 |
| Driving safe on black ice | Driving tips on icy roads | December 2022 |
| Driving safe during the Lunar New Year holidays | Safety tips related to using vehicles during Lunar New Year season | January 2022 |
| Vehicle maintenance during rainy season | Safe driving tips in rain and vehicle maintenance tips | June 2022 |
| Driving safe during heavy rain period | Safe driving tips in rain and information on weather report | July 2022, October 2022 |
| Driving safe during typhoons | Safety guidelines during typhoons | September 2022 |
| Driving safe during Chuseok | Safe driving tips during Chuseok, Information on emergency calls | September 2022 |
| Vehicle maintenance during winter | Vehicle maintenance list for winter readiness | November 2022 |
| Enforcement notice for prevention of EV charging interference | Information on new penalty items for EV-related offenses | June 2022, July 2022 |
| Information on amendments to Road Traffic Act | Guidelines for mandatory stop of vehicles making right turns at intersections | July 2022 |