LG Uplus has recently enhanced customer satisfaction by updating its IPTV service with a “conversational search” feature, allowing U+tv users to interact with the platform using AI-based natural language processing technology to easily find desired information. (Image courtesy of LG Uplus)
SEOUL, Dec. 24 (Korea Bizwire) — LG Uplus emerged as the leading IPTV provider in South Korea in terms of user satisfaction, outperforming competitors SK Broadband and KT, according to the Ministry of Science and ICT’s 2024 Pay-TV Quality Evaluation Report released on December 23.
LG Uplus scored 67.7 points in service-stage satisfaction, narrowly surpassing SK Broadband (67.5) and KT (65.3), with the IPTV average at 66.8 points. Among Multi-System Operators (MSOs), the average score was 63.7, while smaller System Operators (SOs) averaged 65.7.
User Satisfaction Trends Overall satisfaction across all pay-TV services averaged 65.2 points, improving from 63.7 in the previous year. Installation (70.4) and after-sales service (68.9) phases scored highest, while usage (61.2) and termination (63.8) stages showed room for improvement. Notably, termination satisfaction rose significantly from last year’s 56.4 points.
In content satisfaction, LG Uplus again led with 62.2 points, followed by SK Broadband (61.5) and KT (59.7). The IPTV sector averaged 61.1 points, with MSOs and smaller SOs scoring 58.5 and 57.8, respectively.
Performance Metrics Set-top box startup times averaged 2.96 seconds, and channel-switching took 1.45 seconds—both consistent with last year.
Newly assessed metrics, such as real-time channel and video-on-demand (VOD) navigation satisfaction, showed content search satisfaction at 62.0 points and viewing reservation features at 67.9 points.
The average perceived video quality scored 4.60 out of 5, meeting international standards of excellence (above 4.0). Instances of visual disruptions like freezing or pixelation were rare, averaging 0.11 per video, an improvement from last year’s 0.13.
Advertising Impact VOD services saw reduced advertising interruptions, with ads appearing 0.37 times per video on average, down from 0.51 last year. Average ad duration also decreased to 9.97 seconds from 12.94 seconds.
Government Assessment The Ministry praised improvements in pay-TV quality, citing adherence to audio standards and reductions in startup delays, advertising interruptions, and visual disruptions.
The annual evaluation, covering 18 pay-TV providers, has been conducted since 2018 to ensure service quality and user satisfaction.
The report underscores a positive trajectory for South Korea’s pay-TV industry, with LG Uplus solidifying its leadership through superior customer satisfaction and service performance.
Lina Jang (linajang@koreabizwire.com)
