Search within page
0/0
Creating Customer Value Through Service Quality
Customer-Value Innovation Workshops
To anticipate changing market trends and build distinctive core competencies, HanmiGlobal convenes customer-value innovation workshops for each business segment. Executives, external advisors, and employees from diverse levels engage in candid, in-depth discussions that identify and implement initiatives tailored to each client’s needs.
Customer Appreciation Activities
Affirming the value of “client success through commitment,” the company carries out regular customer-appreciation initiatives. By posting such activities on the internal bulletin board, HanmiGlobal reinforces a customer-centric culture and advances its goal of happiness management, ensuring satisfaction for both employees and clients.
Presented a commemorative book and message of appreciation to the client's representative assigned to an upcoming US project
Delivered books and letters of appreciation in recognition of the client's cooperation in construction and project settlement activities
Strengthened communication by presenting customized books to members of the client's task force
Expressed appreciation by presenting thank-you messages and commemorative fountain pens to client task force members
Visited showrooms with clients to review and discuss alternative construction materials
Organized customer value innovation and appreciation events involving both clients and employees
Strengthened on-site collaboration through sports activities and meals with client representatives
Enhanced relationships and cooperation by participating in club activities with clients
Lifetime Customer Management
Customer Value Pyramid
HanmiGlobal uses Net Promoter Score (NPS) as a core tool in its customer-satisfaction strategy for sustainable growth. Issues identified through NPS surveys receive swift follow-up: the company builds systems that resolve concerns, prevent recurrence, and, where necessary, adjust corporate strategy and business models to eliminate root causes. Based on the results of its annual NPS survey and financial performance, HanmiGlobal maps its current customer base and tailors value propositions to six distinct client groups, prioritizing resources for key accounts while driving three objectives: concentrate on core customers, eliminate “bad profits,” and increase the number of promoters.
Stage-Specific Project Support System
To prevent and control quality incidents, the company operates a support, execution, and inspection system tailored to each construction phase. Potential risks are identified early, and both technical and managerial countermeasures are put in place. When a quality incident does occur, a formal reporting process is activated. Specialists diagnose the issue, propose solutions, and update preventive measures to stop recurrence.
Final-Stage and Year-One Quality Inspections
At project closeout and again in the first year of occupancy, HanmiGlobal conducts joint quality inspections to maximize client satisfaction and minimize waste. A comprehensive punch list is prepared, followed by final checks that support completion inspections and occupancy permits, thereby fulfilling the company’s commitment to lifetime customer care.
Zero-Defect Quality Management System
As HanmiGlobal’s project portfolio grows, the company develops tailored quality-training content for all employees, including new hires and dedicated quality managers. Emphasizing prevention, it issues clear work guidelines designed to eliminate recurring quality issues observed on past projects. Successes and lessons learned are continually captured and fed back into a zero-defect framework, ensuring that project teams receive timely information that minimizes quality risks. HanmiGlobal also maintains certified, integrated management systems for quality, safety and health, and the environment. After initially securing ISO 9001:2015 (quality), ISO 14001:2015 (environment), and ISO 45001:2018 (occupational health and safety), the firm undergoes annual combined audits to keep these certifications active. Regular monitoring and culture assessments drive ongoing improvements across the integrated system.
Indicators and Targets
Mid- to Long-term Customer Satisfaction Management Goals and Performance
HanmiGlobal operates a customer satisfaction management system to enhance service quality and strengthen long-term relationships through a customer-centric approach. Throughout project execution, the company systematically collects customer requirements and feedback and manages the Net Promoter Score (NPS) as a key performance indicator to quantitatively evaluate customer experience. HanmiGlobal has established NPS as its mid- to long-term customer satisfaction management target and is committed to continuously improving customers' willingness to recommend the company and their overall level of service satisfaction. In 2025, the company achieved an NPS of 77.6, meeting its target. Going forward, HanmiGlobal will continue to enhance service quality and strengthen project execution capabilities by incorporating customer feedback, further reinforcing customer trust.