Lotte Department Store Ranks First in 2026 NCSI Department Store Category

A Milestone Achievement Four Years After 2022

Lotte Department Store announced on July 8 that it ranked first in the department store category of the 2026 National Customer Satisfaction Index (NCSI) survey.

The NCSI is a customer satisfaction survey jointly developed by the Korea Productivity Center (KPC) and the University of Michigan in the United States. It is a quantified indicator based on consumers directly evaluating a company’s products or services.

Lotte Avenuel Jamsil and Lotte World Mall (exterior view). Lotte Department Store

Lotte Department Store regained the top spot for the first time in four years since 2022. A representative from Lotte Department Store explained that the “premium curation” initiative being implemented at key stores nationwide is central to enhancing customer satisfaction.

Lotte Department Store completed a full-scale renovation of its Incheon branch in May of this year, three years after beginning the overhaul in the second half of 2023, and has been reborn as a “new premium” department store with a target of 1 trillion won in annual sales. The Nowon branch, which will have its grand opening next month, plans to sequentially introduce new specialty zones such as a beauty section and a fresh gourmet zone. The Jamsil and main branches, which lead the “Lotte Town” complex, have established themselves as hybrid shopping platforms combining shopping, tourism, and entertainment, achieving a combined annual sales of 5 trillion won for two consecutive years in 2024 and 2025. Last year, the Jamsil branch held roughly 700 popular pop-up events in categories such as fashion, intellectual property (IP), and food & beverage (F&B). The main branch hosted the Myeongdong Festival and was the first to introduce a dedicated K-fashion section.

In addition, to provide customers with the best service experience, Lotte Department Store has invited leading industry service experts over the past two years to offer “on-site service coaching” and has fully revised its “service guide” to reflect the latest customer trends. From the first half of this year, the company developed an AI VOC system to improve customer consultation convenience and, in the second half, plans to run the “Back to the Basic” campaign focused on the core of service.

The customer participation social contribution campaign “RE:EARTH” has also received a positive response from customers. In particular, the “RE:EARTH Market,” an urban and marine cleanup activity with direct customer participation, has collected over 30,000 liters of waste since its launch in 2022. The company also continues its “upcycling project,” in which used banners and insulated bags discarded by the department store are recycled into merchandise, with the proceeds donated to charity. In addition, last year, the company launched the “Green Reward” service, which converts customer-donated clothing and fashion items into L.Points, drawing significant attention.

Kim Sangwoo, Head of Sales at Lotte Department Store, stated, “Ranking first in the NCSI department store category is the result of the efforts of our employees who have always put customers first, as well as the trust of our customers. We will continue to focus on the essence of the customer experience and do our utmost to become a beloved department store.”

This content was produced with the assistance of AI translation services.