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Customer Satisfaction

Customer Satisfaction

Customer Satisfaction Strategy

Vision and Strategy for Customer Satisfaction

  • Vision

    • The company must continuously satisfy customers to gain trust from customers and ultimately develop together with them

  • Mission

    • A unified system from licensing to sales
    • Strategies specialized for each public and private market
    • Portfolio that encompasses infants, children, and adults of all ages
Customer Classification

SK bioscience categorizes its customers into distinct segments, including public and private as well as domestic and international markets for effective management.

  • The Office of Marketing & Sales is in charge of domestic sales of in-house vaccines(SKYVAX), which we developed from R&D to commercialization. The Office of Marketing & Sales is also respon

  • Each project and contract manager is in charge of customer relations in contracts that involve international organizations and government procurement. Signing a C(D)MO contract for the global COVID-19 vaccines and exporting in-house vaccines(SKYVAX) are prominent examples

Customer Satisfaction System

Product Information Provision and Consultation

SK bioscience operates a customer service center to address inquiries and provide counseling for products distributed to hospitals and clinics. Our professional consultation staff responds promptly to customers’ questions regarding common adverse events or purchases, aiming to minimize consumer anxiety and inconvenience. In addition, we prioritize quality control, safety, accurate information delivery, and cold chain distribution when distributing and selling vaccines. We also communicate key points to our customers, such as safety information obtained during product approval. Moving forward, we will continue to deliver messages that emphasize the superior quality, safety, and effectiveness of our products and implement marketing strategies that lead to customer satisfaction.

Adverse Event Consultation

SK bioscience collects adverse events reported by pharmaceutical experts and end-users at the customer service center. The gathered information is then transferred to the pharmacovigilance division through our safety information reporting system and feedback, such as medical information, is provided when necessary. Additionally, we conduct risk-benefit assessments of drugs using the information accumulated through various channels. We also distribute explanatory materials for patients and professionals to ensure that customers can use our products safely.

Customer Engagement

Domestic Customer Communication

SK bioscience actively communicates with domestic customers through various channels. Our customers include major client companies and general consumers, foreign pharmaceutical companies that import our products, and partners who are authorized to jointly market our products. We have offices in the Seoul Metropolitan area and provinces to facilitate active interactions with customers and regulatory authorities, which are critical when expanding the vaccine business and promoting new businesses. Over the past three years, we have built infrastructure that facilitates online communication during the COVID-19 pandemic, allowing us to effectively engage with customers and regulators both domestically and internationally. In 2022, as part of our digital marketing efforts, we enabled customers to apply for inperson consultations through external online channels. Furthermore, we increased customer satisfaction by collectively delivering an official notice about the SKYZoster modifi cation order following reexamination. To actively communicate with key stakeholders, SK bioscience conducts online and offline meetings led by the Steering Committee and relevant working-level employees. Executives and working-level employees from each company meet periodically to discuss major marketing plans for each product, as well as quarterly, monthly, and annual plans, as outlined in their respective contracts.

C(D)MO Customer Communication

SK bioscience aims to accept feedback and identify areas for improvement through transparent communication with customers, actively recognizing their needs. Accordingly, we engage in regular communication with customers who have signed C(D)MO contracts through various meetings(Core team meeting, Quality meeting, Supply planning meeting, etc.) as well as ad-hoc meetings for prompt discussions when issues arise. The regular meeting channel is primarily conducted on a weekly basis and involves various relevant divisions within the company. We utilize these regular meetings and communication channels to facilitate swift and continuous sharing of information on production schedules, raw material supply plans, batch shipment schedules, and supply plans?core concerns of our C(D)MO customers. Additionally, we provide our customers with up-to-date information on the responsibilities, roles, and contact details of relevant divisions and personnel, enabling prompt discussions in case of changes to the overall schedule or urgent issues.

Satisfaction Survey for Domestic Customers

At the end of each year, SK bioscience establishes an annual conference promotion plan for customer support and communication for the following year, and conducts support activities to maximize customer satisfaction. We engage in various promotional activities at both domestic and international conferences to contribute to improving public health and the medical environment for healthcare professionals through our self-developed vaccines. In 2022, we participated in the Asian Conference on Pediatric Infectious Diseases(ACPID) as the main sponsor and introduced our vaccine development technology and capabilities to medical professionals from across the world. In addition, we conducted a total of 37 booth/abstract support and advertising activities in Korea.

Satisfaction Survey for Domestic Customers

SK bioscience establishes the scope of regular customer satisfaction surveys, and the results are reflected in the Customer Satisfaction strategy using a qualitative method. We hold regular meetings with licensees and partners, and depending on the nature of the meeting, each session is classified as a Joint Steering Committee meeting or a working-level KPI meeting. Through these meetings, we listen to customer feedback and develop or supplement annual marketing plans once a month or quarterly. In addition, partners handling our products operate their counseling channels via online malls. They have a system to listen to customers’ opinions and inquiries and deliver feedback. Personnel in charge at each partner company delivers feedback received from customers and gets back to the customers with our replies. SK bioscience values the opinions of our customers and will continue to actively engage in regular meetings and partner communication. We will strive to provide better services and products to our customers based on the feedback we receive.