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Customer Satisfaction Management

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

Customer Satisfaction Improvement Activities

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 Improvement Process

2023 Customer Satisfaction Innovation – Episode SH(Stakeholder) Account Project

SH(Stakeholder) Account Establishment Project
SH Account Establishment Process
What Episode residents want at Episode - 6 types, 33 desires
Implications by area based on importance, contribution value, and satisfaction

Sustainable Residential Service

Episode Community Programs

SK D&D, as a space developer, aims to contribute to healthy urban regeneration and activation not only by providing residential spaces, but also by offering a variety of experiences that integrate urban life and culture. To achieve this, through Episode, we operate various community programs to foster better urban living, enhance connections among neighbors, and enrich daily life by researching the value of customers and spaces.

SK D&D provides environmental and health improvement programs, social value creation programs, and living programs to enable local communities and residents to contribute to environmental and social value creation and lead sustainable lives. Furthermore, we organize offline events such as ‘Episode - Better Night’ to share the principles of SK D&D's corporate social responsibility, listen to residents' stories, and actively build an ESG ecosystem that promotes collaborative efforts with our customers.

IT-based Living Solution Development

SK D&D pursues to provide a variety of IT solution-based services in our customers' workplaces and residential spaces, contributing to creating a better, resident-centered urban life. For Episode’s residents, we have built a mobile-based residential service platform to offer a differentiated experience. Through our own Episode 2.0 mobile app, we offer various residential conveniences such as space reservation, room cleaning, IoT services*, resident grievance resolution, security management, and participation in community programs.

*IoT (Internet of Things) service: A service that allows control of various home appliances through a mobile app based on the IoT

In April 2023, SK D&D established a joint venture, ‘Connectfy Cloud,’ with Yanolja Cloud, a global AI-based SaaS company. The joint venture aims to provide cloud-based housing and living services that are easily accessible to everyone and to enhance the utilization and convenience of services provided to customers through O2O (Online to Offline) services. Through this joint venture, SK D&D seeks to build an innovative and sustainable Prop-Tech ecosystem, enhancing not only customer value but also fostering cooperation and mutual growth with small businesses and startups.

Home Radio Campaign

In February 2024, SK D&D launched a new urban culture campaign, 'Home Radio,' based on its brand philosophy of 'better urban living.' Over 1,500 artists, architects, entrepreneurs, and other community members participated in the campaign, sharing diverse insights on urban life, community, and more. SK D&D will continue to host various communication and cultural exchange campaigns in the future, creating opportunities for residents to accumulate sustainable living experiences, beyond merely providing residential spaces.

Sustainable Design

SK D&D prioritizes environmental and social values throughout the entire lifecycle of our spaces, from design and construction to operation and management. To provide sustainable spaces and services, we utilize eco-friendly certified materials during the building development stage and apply green technologies to minimize environmental impact. Additionally, we create shared spaces such as kitchens, living rooms, and lounges, and furnish them with eco-friendly materials to offer an environmentally and socially friendly living experience.

In particular, 'Episode Suyu 838' was designed in collaboration with a design partner to offer a sustainable lifestyle. Approximately 80% of the furniture and accessories placed in Episode Suyu 838 are made from recycled or upcycled materials, such as waste fibers and PET bottles, resulting in a carbon reduction of around 3 tons. Furthermore, we have considered resource circulation throughout the interior design by using LVT flooring certified by the US EPA (Environmental Protection Agency), minimizing secondary processing, and using finishes that are naturally biodegradable or recyclable. All furniture and fixtures in the shared space were designed to be repurposed, repaired, reused, and recycled, and a home furnishings subscription service for renting appliances and furniture was provided to the residents to enhance the sustainability of the space.

Sustainable Design and Performance

Co-living Network Building

SK D&D's Episode has established the Worldwide Co-living Membership (WCM), an international private organization aimed at advancing the co-living culture in collaboration with global co-living brands. Seven companies from the UK, Spain, Germany, Japan, the Philippines, and Australia are members, providing residents with cross-border exchange opportunities and special benefits through shared community programs.

In 2023, WCM initiated a joint survey project and published the inaugural 'Life in Co-living Space' report involving five member countries. The report offers insights into perceptions of co-living, resident satisfaction, and sustainable practices, facilitating the exchange of experiences and insights among co-living residents.

Moreover, in April 2024, we signed an MOU (Memorandum of Understanding) with 'Habyt,' the leading company in the global co-living market, to enhance our residential solutions business capabilities. We will expand the global network of our residential brand 'Episode' and provide various partnerships and discount services, thereby sharing the brand's value with urban residents worldwide.