Customer Relationship

LG Display places customers at the starting point and ultimate destination of all business activities, making customer-centric decision-making and execution a core management principle. Under its customer value management philosophy of becoming “A Trusted and Enduring Company for Customers and a Partner that Grows together with Them,” we continue to implement initiatives designed to deliver its core values and enhance the customer experience. Through this customer relationship management framework, we strive to go beyond customer satisfaction and create differentiated value that inspires customers.

LG Display operates a variety of customer feedback channels to transparently and systematically collect customer opinions regarding its products and services. All feedback received is managed to ensure timely review and follow-up actions for continuous improvement. We also place the highest priority on protecting customer rights and safeguarding personal information, handling all feedback responsibly and with due care. Insights gained through these channels are continuously reflected in efforts to enhance product quality, drive service innovation, and create environmental and social value.

LG Display has established and operates a virtuous VOC(Voice of Customer) management cycle consisting of “VOC Collection–Analysis–Improvement–Evaluation” to systematically incorporate customer feedback. Through this system, we continuously enhance customer experience while strengthening social responsibility and management transparency.

VOC is collected through various channels, including customer-facing departments, the VOC hotline, and customer meetings, and all received feedback is registered and managed through an integrated VOC system. Collected VOC is categorized based on its nature into routine operational requests and key pain points. Routine requests are addressed promptly to provide immediate responses and timely customer feedback.

For major issues and complaints, root cause analysis is conducted, and improvement tasks are defined based on the findings. Relevant departments then systematically execute corrective and improvement actions. The results of these improvements are shared with customers via channels such as email and telephone to ensure transparent communication. In addition, the effectiveness of improvement activities is verified through regular customer satisfaction surveys, including both quantitative surveys and qualitative interviews. The results are analyzed to derive additional improvement actions, thereby reinforcing a continuous and virtuous VOC management structure.