Delivering Customer Value

Orion strives to realize customer value by listening to customer feedback and providing accurate information.

We operate a customer center, which is the primary point of contact for consumer voices. Through established customer response procedures, we collect consumer complaints, opinions, and ideas via various channels. We share the received information through our internal intranet in order to ensure a rapid processing and real-time response.

We collect customer’s voices via multiple channels and reflect them in our products. We also listen and share even minor comments from our customers and readily reflect them into the new products we develop and existing products to be enhanced for better customer satisfaction on an ongoing basis.

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  Complaints

  17,110cases

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  Feedback

  5,514cases

We collect customer's voices via multiple channels and reflect them in our products.

Orion's consumer information and data are strictly managed under the Personal Information Protection Act. Secure access is implemented in our internal business systems to prevent the loss of personal information. Only authorized users are permitted access. Additionally, we regularly collaborate with the IT team to address information security risks.

We follow the Fair Trade Commission's consumer dispute resolution standards to ensure that fair remedies are available to consumers who have been injured by our products. Whenever a customer complaint arises, relevant internal departments, such as production, marketing, public relations, quality control, and legal, work together as a company-wide consultation group. Through a structured strategy, we respond quickly through cause analysis, determination of compensation amounts and methods, legal action, and feedback mechanisms. Additionally, our production facilities take immediate corrective action to prevent recurrence and protect consumers.

Our customer center seeks improvement measures on customer complaints and act as a damage compensation organization when customers have a grievance about damages. Once the grievance is received, we propose resolution standards pursuant to the notification by the Fair Trade Commission.

We periodically get an external assessment on customer support to improve communication with customers and enhance customer support services, and ultimately bolster the quality of service. Based on our findings, we train individual customer support agents on areas they lack in, so that we always provide high-quality service. We also offer regular product training by in-house experts, enabling them to explain our products to customers easily and accurately.

Orion is continuously working on activities to reduce claims. In addition to resolving claims, we conduct follow-up investigations and implement various measures to prevent future occurrences.

Claims Prevention System

In response to claims received over the past three years, we have established a monitoring plan and conduct regular production line inspections in accordance with a schedule. By proactively preventing potential claims, we ensure safer products.

Quality Inspection System

We have systematized our quality inspections from raw materials to finished products in order to address consumer quality-related requests received through VOC.

Distribution Environment Assessment

Orion conducts regular assessments of its distribution environment to ensure that the quality secured through our quality inspection system is maintained until it reaches the consumer. In order to ensure the quality of our products, we regularly or randomly inspect dealers, sales offices, and logistics warehouses.

We actively listen to various feedback from consumers, and instead of just addressing complaints, we leverage this feedback for new product launches and product improvements.

• VOC reception and reflection process

  

• Improvement of Safety Precautions for Consumer Products

  • In order to ensure safety, we have added microwave usage precautions to the packaging for consumers who intend to heat the "Hotteok Bungeoppang".
    
    

    

• Response to Re-launch Requests

  • As a result of continuous consumer requests, we relaunched Sweet Cheese Flavor 'Poccachip' along with new releases in May 2024.
    
    

    

• Customer touching story

  A story from a nurse at Yangsan Busan National University Hospital, submitted to the website on December 7, 2023
  

  • A 4-year-old child, who underwent his fourth surgery for congenital heart defects, wants "Strawberry Whale Snacks" more than anything else. Upon learning of this, we manufactured the snacks and delivered them to the child. This touching story was later reported by the hospital, attracting public's attention.
  
  
  

  

Orion is dedicated to incorporating consumer feedback into our product development processes to enhance customer satisfaction. Since 2005, we have selected diverse consumer panels annually, currently maintaining a panel of 1,500 members. To understand consumer needs and foster ongoing communication, we conduct product surveys, site visits, and in-depth interviews.

Upon launching new products, we monitor consumer response for two weeks, identifying areas that need improvement, which we then incorporate into the product.

Orion operates a Food Labeling Information (FLI) system to provide consumers with accurate information and conduct proactive monitoring for compliance with food labeling and advertising regulations. We also perform regular inspections of product labels to review raw materials, nutritional information, and marketing claims, ensuring that consumers can accurately verify the ingredients and nutritional content of our products.

• Product Launch Decision Process

Online Label Verification System

Our subsidiaries in China and Vietnam have implemented digital label verification in 2020. As of 2024, we have completed the online system for verifying the labels of exported products.

Monitoring Food Safety Information

To ensure safe food for consumers, we monitor domestic and international food safety information. To prevent potential hazards, we inspect all stages of the production process - from raw materials to packaging to labeling - in order to identify and mitigate potential hazards in advance.

• Safety information task derivation process

Selecting safety information tasks

We monitor domestic and international food safety information collected daily by the Food Safety Information Center to identify tasks that proactively ensure the safety of Orion products.

• Report Sharing
We analyze the identified tasks and implement safety measures, sharing the findings with relevant departments to take preventative actions effectively.