Hana Bank Ranks First in Korean Service Quality Index for 10 Consecutive Years

Hosted by Korea Management Association Consulting, Hana Bank Ranked Top in Customer Contact Service Quality for 10 Consecutive Years
Ho Sung Lee, CEO: "For the Next 10 Years, Hana Bank Will Remain Sincere and Customer-Centered"

▲ At the certification ceremony held on the 23rd at Hana Bank headquarters, Ho Sung Lee, CEO of Hana Bank (left), and Soo Hee Han, CEO of Korea Management Association Consulting (KMAC) (right), are posing for a commemorative photo holding the certificate and plaque. Provided by Hana Bank.

Hana Bank announced on the 24th that it has been selected as the number one bank for the tenth consecutive year in the 'Customer Contact' category of the 2025 Korean Service Quality Index (KSQI), organized by Korea Management Association Consulting (KMAC).

The 'Korean Service Quality Index' is the only system in Korea that objectively measures customers' perceived quality of services provided by companies each year. A service evaluation team visits 139 companies and institutions across 34 industries using a mystery survey method to assess service quality.

In this year's survey, Hana Bank received high marks in the areas of listening attitude, business knowledge, and explanation attitude.

To ensure continuous communication from the customer's perspective, Hana Bank has strengthened its operation of segmented consumer panels, including university students, consumers, and seniors, in order to reflect customer opinions in every process from before product subscription to post-subscription follow-up management. The bank also manages customer experience through satisfaction surveys at various contact points and has implemented the 'Customer First Academy' training to enhance employees' problem-solving abilities.

In addition, Hana Bank has promoted customer-centric and field-oriented leadership systems, and has carried out activities centered on customer value, such as the 'Myeongga' and 'Myeongin' certification systems, which recognize and certify outstanding branches and employees who have demonstrated customer satisfaction.

Meanwhile, to protect financial consumers and establish a sound culture of financial product sales, Hana Bank is implementing several initiatives: providing education and support for financially vulnerable groups; conducting ATM field training and financial fraud prevention activities for senior customers at specialized branches; equipping the mobile app 'Hana One Q' with a voice phishing detection feature to respond to voice phishing during nights and weekends (including holidays); establishing an independent financial consumer protection system by obtaining the financial sector's first 'consumer risk management patent' to protect customer assets; and operating a certification system that recognizes outstanding branches and employees who excel in complying with the Financial Consumer Protection Act and implementing complete sales procedures.

Ho Sung Lee, CEO of Hana Bank, stated, "I am deeply grateful that our customers have chosen Hana Bank for ten years with unwavering trust," and added, "For the next ten years, Hana Bank will return to its original intentions, view things from the customer's perspective, share sincerity, and provide trusted financial services."