Customer Satisfaction Management
SK D&D operates a VOC (Voice of Customers) channel constantly to facilitate communication with customers. Episode residents can conveniently use a mobile application to report any inconveniences related to their entire residency process, from move-in to move-out, with prompt real-time responses from us.
Additionally, we conduct an annual customer satisfaction assessment, actively integrating their feedback into our service improvement strategies and the development of new solutions. Improvement tasks derived from the assessment are categorized as short-term or medium-to-long-term projects, systematically progressed in stages to enhance service quality and improve customer satisfaction.
In 2024, aiming to comprehensively manage our rental housing brand ‘Episode’ from a customer-centric perspective, we measured the economic and social value targeting 930 residents, accounting for 52% of all households as of 2023. Through resident interviews, surveys, and various methods, we identified economic and social values created through initiatives such as community co-development, promotion of co-living culture, and eco-friendly residential facilities, totaling approximately KRW 13.7 billion. Looking forward, we intend to expand diverse customized products and services that closely align with customer needs and preferences regarding self-realization, interaction, and residential environments, thereby creating value for both customer and society.
Customer Satisfaction Management Framework
Customer Satisfaction Management Strategy
SK D&D is promoting customer satisfaction management with the goal of ‘Creating customer value through differentiated spaces and living solutions.’ We pursue customer satisfaction management across four key pillars: product, price, process, and customer value. Setting specific directions for each pillar, we aim to pioneer customer value innovation by offering residential and office spaces, along with living solutions tailored to customer needs. In addition, we will develop spaces that reflect social change and sustainability, contributing to sustainable urban development. We also aim to enhance our customers’ quality of residential life by providing space services that utilize data and AI-based SaaS software, centered around customer value.
Customer Satisfaction Management Framework
Episode’s Brand Philosophy
SK D&D aims to embody our residential philosophy—'living space, valuing individual life, a microcosm of society, and connecting value'—through our rental housing brand, Episode. Episode aims to offer diverse residential experiences from the user's perspective, establishing an ESG ecosystem within residential spaces, and leading a distinctive residential culture that reflects community values and social culture through dedicated community spaces at each site. Notably, it creates social value through its furniture subscription service and community programs. Recognizing these efforts, Episode was awarded the 'Impact & Sustainability' category at the 2023 Co-living Awards hosted by Coliving Venture, the pioneering coliving venture builder.
Episode’s Key Award Achievements