Financial Public Enterprises Customer Satisfaction Results... Shinbo 'A' · Seogeumwon 'C'

Shinbo Receives A Grade in 4 out of 5 Service Areas
Also Rated 'Excellent' in This Year's Goal Achievement

According to the customer satisfaction survey results for financial public enterprises under the Financial Services Commission, the Korea Credit Guarantee Fund was the only one among seven companies to receive the highest level of customer satisfaction.

Looking at the 2023 customer satisfaction survey results recently disclosed through the public institution management information disclosure system Alio, Shinbo received an A grade for customer satisfaction. Five companies (Deposit Insurance Corporation, Industrial Bank of Korea, Korea Development Bank, Korea Asset Management Corporation, Korea Housing Finance Corporation) received a B grade, and the Korea Inclusive Finance Agency received a C grade. The survey was conducted from January 17 to March 15 this year, targeting consumers (adult men and women) who directly experienced the services of seven financial public enterprises under the Financial Services Commission within the past year.

Specifically, Shinbo received an A grade in four out of five service areas for consumers (general guarantee, start-up guarantee and start-up support, close-contact guarantee, and investment and financing support). It received a B grade only in the credit insurance sector. Companies that received a B grade mostly received B or C grades in most areas. The Deposit Insurance Corporation received three B grades and one C grade, and the Industrial Bank of Korea received three B grades and two C grades. Korea Development Bank received four A grades in seven areas (loans, guarantees, venture investment, trading). However, Korea Development Bank received a D grade in the trust sector. A D grade is the lowest rating in the customer satisfaction survey, given to scores below 80 points. Korea Asset Management Corporation (KAMCO) also received four A grades (asset purchase and lease, restructuring support for the shipping industry, DIP financial support, tax settlement) but received a D grade in the Onbid general member business. Korea Housing Finance Corporation received A grades in MBS issuance, construction fund guarantees, and PF guarantees.

The Korea Inclusive Finance Agency received a C grade in four out of nine areas (customized loan service, credit and debt management consulting, employment support, payment to original owners of dormant deposits). It received a B grade in Sunshine Loan Youth guarantee, financial education for vulnerable groups, and self-employment consulting, and an A grade in small loans for traditional markets and microfinance restart funds support.

In the ‘achievement’ section, which sets annual customer satisfaction goals and checks achievement levels, the Korea Credit Guarantee Fund was the only one among the seven companies to receive an ‘excellent’ rating. This means a 100% achievement rate compared to this year’s target. Public enterprises with an achievement rate below 50% (‘insufficient’) compared to the target are the Korea Inclusive Finance Agency, Deposit Insurance Corporation, and Korea Asset Management Corporation. The remaining three companies received a ‘normal’ rating with an achievement rate of 50% or higher.