[Edaily Reporter Choi Oh-hyun ] SamsungElectronics has ranked first in the general home appliance category for the fourth consecutive year in the “Digital Customer Experience Index (DCXI)” evaluation organized by the Korean Standards Association.

SamsungElectronics announced on the 28th that it achieved the highest score in the general home appliances category in the DCXI evaluation released on the 27th. The DCXI is an index that comprehensively evaluates the level of satisfaction consumers experience throughout the entire process—from exploring and purchasing products via digital channels to actually using them. The Korean Standards Association measures factors such as information quality, system quality, and personalization across the pre-purchase, during-purchase, and post-purchase stages.

This year’s survey covered 68 brands across 20 industries, including general home appliances, automobiles, and banking. SamsungElectronics maintained its lead in the general home appliances category by receiving high scores in various evaluation categories, such as up-to-date information, reliability, and completeness.

SamsungElectronics has been enhancing the digital customer experience throughout the entire purchasing process—from product discovery to purchase, delivery and installation, usage, and after-sales service. During the product discovery stage, the “Compare” feature on Samsung.com allows users to view the key features of each product at a glance. The company also operates chatbots and specialized purchasing consultation services to assist with product recommendations and purchase-related inquiries.

During the installation process, the company offers the “Calm Onboarding” feature, which assists with Wi-Fi connection and device registration. It has also implemented a “Unified QR Code” that allows users to access product registration instructions and user manuals all at once.

The company is also expanding the AI-powered product experience. The 2026 “Bespoke AI Family Hub” refrigerator is the first home appliance to feature “AI Vision,” which utilizes generative AI to enhance ingredient recognition capabilities. The AI voice assistant “Bixby,” based on a large language model (LLM), understands everyday speech and the context of previous conversations to execute functions that match the user’s intent. Through the SmartThings-based “AI Power-Saving Mode,” energy consumption can be efficiently managed according to each product’s usage patterns and environment.

For after-sales support, the company operates the “Home Appliance Remote Diagnosis (HRM)” service. This service allows professional consultants to remotely analyze the device’s status and provide guidance on appropriate actions without requiring customers to visit a service center or schedule an engineer’s visit.

Lee Bo-na, Senior Vice President of SamsungElectronics’ DA Business Division, stated, “We have strived to enhance the customer-centric purchasing experience throughout the entire journey—from product discovery to management—by combining AI technology with SmartThings.” She added, “Moving forward, we will continue to innovate the digital customer experience in ways that are tangible in everyday life, based on our superior product quality and trust.”