▲Lee Jae-geun, President of KB Kookmin Bank (fourth from the left), is taking a commemorative photo with KB Kookmin Bank officials at the '2024 National Customer Satisfaction No.1 Company Certification Ceremony' held on the 12th at Lotte Hotel, Jung-gu, Seoul. Photo by KB Kookmin Bank
KB Kookmin Bank announced on the 12th that it has been selected as the No. 1 commercial bank in the 2024 National Customer Satisfaction Index (NCSI) survey, conducted and announced by the Korea Productivity Center, for the 18th consecutive time, the first bank to achieve this.
KB Kookmin Bank reflects its philosophy of 'customer-centric management' in all products, services, and systems to provide the highest value to customers. Initiatives such as 'Six O'clock Bank', 'Lunch Hour Intensive Consultation', and the 'NPS Management System' listen to customer feedback and introduce new systems to enhance customer satisfaction.
The new face-to-face channel methods, 'Six O'clock Bank' and 'Lunch Hour Intensive Consultation', have strengthened accessibility and convenience for financial consumers. Due to high customer satisfaction, these programs are being expanded nationwide.
The non-face-to-face channel, KB Star Banking, has also enhanced platform competitiveness based on customer feedback. KB Kookmin Bank collected customer opinions through various methods such as reviews, surveys, and interviews, simplifying KB Star Banking’s processes and improving service quality.
Additionally, the bank was the first in the banking sector to introduce a Net Promoter Score (NPS) management system. It established a management system that manages customer experience based on data and continuously improves it. Based on this, the bank formulates customer-centric strategies and provides differentiated customer experiences.
A KB Kookmin Bank official stated, "We will continue to listen to the diverse voices of customers and strive to improve customer-centric services," adding, "Along with this, we will continuously work to practice finance that changes the world."
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