Customer Satisfaction < Sustainability

LG U⁺ provides various tailored services using our state-of-the-art AI recognition technology based on big data and constantly improve customer experience through customer data analysis. By conducting assessments on service satisfaction, platform scalability, and network quality, we endeavor to improve the overall service quality.

In particular, we proactively implement quality control under various conditions that IPTV customers may experience. We are addressing customers' grievances in their shoes to offer easier-to-use, customer-tailored services, and high-quality content.

Fast Data Processing Speed

LG U⁺ has supplied the equipment to secure ground coverage in six metropolitan cities and 78 small- and medium-sized cities and 5G coverage in major buildings and multiuse facilities in the metropolitan cities. Also, it is working on the ground coverage expansion and the equipment installation in major buildings, multiuse facilities, and new buildings.

Traffic Processing Capacity

Traffic Processing Capacity : Classification, Unit 2022 graph
Category	Unit	Data for 2022
Wireless communications capacity (No. of lines)	10,000 people	LTE	1,828
		5G	700
		Total	2,528
Data traffic processed annually (Annual volume of data use)	PB (1PB:1024TB)	LTE	1,125
		5G	1,812
		Total	2,937

Electromagnetic Radiation
Management

LG U⁺ continuously keeps its customers healthy and safe. In compliance with the Radio Waves Act, we regularly measure and check the intensity of electromagnetic waves. As a result of the measurement, 99.9% of our stations earned the 1st grade, which is lower than the exposure limit recommended by international standards (41‒61 V/m). In addition, we have been trying to eliminate misunderstandings or concerns about electromagnetic radiation by having a group of observers and providing sufficient information when measuring the intensity of electromagnetic waves.

Electromagnetic Radiation Measurements of Wireless Stations (Number of cases)*

2020's(number of measurements:35,763, Grade 1 Ratio:99.9%) 2021's(number of measurements:24,732, Grade 1 Ratio:99.9%) 2022's(number of measurements:25,587, Grade 1 Ratio:99.9%) *Measured by korea Radio Promotion Association

Quick Response to
Communication
Disruptions

LG U⁺ prevents communication outages by regularly inspecting the facilities and eliminating risk factors in advance. Equipped with a 24/7 monitoring and response system, we can promptly restore the system in the event of any failure.
During the national or public holidays, when traffic soars, we run a ‘special program to respond to increased traffic’ to ensure stable service provision for our customers.

Disruption Response Teams

In the event of a failure, Recovery Team share disruption/recovery status to the Watch Team. Recovery Team also share the status to the Support Team. Support Team establish customer response plans after sharing the situations and estimating the service recovery time; while proposing solutions to the Recovery Team (and may report situations to the Emergency Response Team). Watch Team report emergencies/situations to the Emergency Response Team; then Emergency Response Team report situations (such as causes of accidents, damage size, and countermeasures) to the Emergency Control Tower. Watch Team is cooperated by the following units: Business (Home Services, Consumer Planning/PI), CV (CV for individual customers, Technical Support for corporate customers), Management/Planning (Management and Planning for the holding company), CR (Fair Competitions for the Ministry of Science and ICT, and the Korea Communications Commission, Public Relations for the press).

Network failures

Network failures
Category	2019	2020	2021
No. of major network failures	0	0	0

Customer damage and complaints

Customers of LG U⁺ can directly lodge a complaint regarding inconveniences or dissatisfaction upon using LG services through channels such as our customer center, or request arbitration through administrative agencies such as the Ministry of Science and ICT or consumer organizations.
Complaints will be received by the LG U⁺ Consumer Damage Compensation department to improve our VOC program.
We will provide feedback on the process and the results to the customer and take measures to prevent it from happening again.

Consumer Damage Claims Handling Process and Compensation Agencies

Annual Consumer Complaints Handled

mobile:2020 3,580 / 2021 2,992 / 2022 1,962 home:2020 3,028 / 2021 1,996 / 2022 1,299 * Total complaints filled * Total complaints filled, according to the Ninistry of Sciencee&ICT

For more details, please refer to
LG U⁺'s Sustainability Report.