SEOUL, Aug. 28 (Korea Bizwire) — For the past two months, Gangnam district has inspected around 50 cosmetic surgery facilities within its boundaries by sending out mystery shoppers.
The aim of its covert operation was to “objectively measure the quality of the medical services offered and identify any problems and improve them in order to re-attract Chinese customers who have largely disappeared since the Chinese ban on Korean goods and services,” the district office explained.
Mystery shoppers pretending to be Chinese customers visited each facility and went through the process of registering for an appointment and meeting with a physician for a consultation.
Some of the points that were considered when grading the quality of the facilities included the translation services provided for non-Korean patients, an in-depth and detailed explanation of the customer’s rights and responsibilities, a thorough explanation of the possible side effects from the surgery with a physician, and information provided regarding waiting times and refund policies.
Some of the problems the district uncovered through its platoon of mystery shoppers were facilities that overcharged foreigners, keeping customers waiting for a lengthy period of time despite having made an appointment yet giving no apology, and having a non-medically trained employee explain the process of procedures to customers.
Declaring that the type of consultation customers receive can make or break a business, the district pointed out that “there were many reviews that suggested a lack of dedicated service despite a faculty of outstanding physicians and excellent technological equipment”.
Gangnam plans to disclose its findings to the clinics and roll out a consulting service tailored to various facilities starting next year.
Facilities that scored highly on the district’s “test” will receive marketing support and will also be bestowed with a plaque recognizing their superior customer service.