Kakao Mobility Newly Obtains Fair Trade Commission Consumer-Centered Management Certification

[Asia Economy Reporter Seungjin Lee] Kakao Mobility announced on the 9th that it has obtained the Consumer-Centered Management (hereinafter CCM) certification, hosted by the Korea Fair Trade Commission and operated by the Korea Consumer Agency.

The CCM certification system is a nationally recognized program that evaluates whether a company organizes all its management activities around consumers, continuously improves them, and strives for mutual growth between the company and consumers. It was introduced in 2007, and certified companies are re-evaluated every two years after certification.

Kakao Mobility was selected as a ‘2022 Second Half Consumer-Centered Management (CCM) Certified Company’ and became the only mobility platform company to hold the CCM certification. At the award ceremony held that day, Soo-yeon Lee, Chief Customer Officer (CCO) of Kakao Mobility, attended and received the certificate and plaque.

Kakao Mobility was highly evaluated for its employees’ commitment to consumer-centered management, practicing ethical management and social responsibility, and leading win-win cooperation with partner companies. The company’s management goal is to enable users to move ‘faster, more conveniently, and safely,’ and it has been positively evaluated for its efforts to practice user-centered management by implementing its three core values: ▲life-centered mobility ▲future leadership based on technology and data ▲safety and trust as top priorities.

In May, Kakao Mobility established a ‘User Protection Dedicated Organization’ directly under the CEO and appointed Soo-yeon Lee as CCO. Along with this, it announced a user-centered management charter, established a regular consultation system led by the CEO, and pledged to reorganize all services within the platform ecosystem, including Kakao T, Kakao Navi, and Kakao T Picker, focusing on all users to protect user rights and interests.

Kakao Mobility explained that it has formed a CCM Promotion Committee based on a user-centered task force (TF) to facilitate customer-centered smooth business operations. It has built and operated an efficient VOC system based on IT technology and data, and strived to provide differentiated customer service responses from other companies, such as one-stop consultation services through chatbots. Efforts for user-centered management continue through on-site inspections by mystery shoppers and call center quality management.

Additionally, in March, Kakao Mobility passed the ISMS-P maintenance audit, the highest level of personal information management system certification in Korea, proving its capability in protecting and managing users’ personal information. It also formed the CEO-direct ‘Mobility Transparency Committee’ and ‘Win-Win Advisory Committee’ to enhance platform transparency and strengthen social responsibility.

Ryu Geung-seon, CEO of Kakao Mobility, said, “Going forward, Kakao Mobility will prioritize protecting the rights and interests of users within the platform ecosystem based on user-centered management,” and added, “We will continue ethical management and social responsibility activities and strive to become an excellent consumer-centered management (CCM) company leading the industry.”