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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 CX Innovation Office, stipulated protocols related to fair trade for customers and customer compensation procedures/organization/standards and disclosed them on our website for easy access.

  1. 01We will provide customers with transparent information regarding about products and services.
  2. 02We will comply with the promises to our customers and conduct business fairly without discrimination.
  3. 03We will handle customer complaints and damages fairly and quickly, and reflect them in our system improvements.
  4. 04We will comply with relevant laws and procedures to protect the personal information of our customers.
  5. 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.

Customer Protection Organization

  • Operation

    • Convocated in accordance
      in the event of an issue

  • R&R

    • Review the dispute case
    • Propose a mediation plan
    • Discuss compensations
    • Review litigation

  • Expected Effect

    • Fair / transparent / quick resolution
    • Increase customer faith in the
      company and its services
    • Standardized and consistent
      principle for disputes
    • Improve ESG indicators

    Become
    a leading
    company striving
    for customer
    protection

CV Officer Policy

Since April 2022, we have been operating the CV(Customer Value) Office to facilitate cooperation among relevant divisions(task managers, field execution, and HQ support) to achieve substantial improvements in VOC-related projects. we selected major VOC cases and organized educational programs, on-site visits, workshops and more to tackle the tasks for improvement. SK Rent-a-Car will continue to make efforts in enhancing the customer-oriented perspective.

Examples of CV Officer Improvement Task

  • Improvement of accident process and removal of customer inconvenience

  • Execution of solutions for frequent VOC issues in Jeju

  • Implementation of checklists for vehicle delivery and return

  • Enhancement of CSS processing rate of Sales Divisions

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
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