On the 12th, Lee Hwanjoo, President of KB Kookmin Bank (fifth from the left), and employees attended the National Customer Satisfaction Index (NCSI) awards ceremony held at Lotte Hotel Seoul in Jung-gu, Seoul, and took a commemorative photo. Provided by KB Kookmin Bank
KB Kookmin Bank announced on November 12, 2025, that it has ranked first in the commercial bank category for the 19th time in total-the highest number ever among commercial banks-in the National Customer Satisfaction Index (NCSI) survey.
The National Customer Satisfaction Index (NCSI) survey is a customer satisfaction measurement index jointly developed by the Korea Productivity Center and the University of Michigan in the United States, using the same methodology as the American Customer Satisfaction Index (ACSI).
KB Kookmin Bank was the first in the financial sector to introduce a lunchtime intensive consultation system to allow customers to conveniently receive consultations from anywhere, and has since expanded this system nationwide. In addition, the bank strengthened practical support by expanding its “Help Dream” service counters, which provide dedicated consultations for financially vulnerable groups, to include not only seniors and people with disabilities but also guardians accompanying infants and young children. The bank has also continuously promoted win-win financial programs for young small business owners, thereby enhancing its financial services.
Furthermore, KB Kookmin Bank has advanced its artificial intelligence (AI)-based voice phishing prevention system to detect suspicious transactions early and enable swift preventive measures such as account payment suspensions. As a result, the bank prevented approximately 125.3 billion won in damages from January to the end of October this year.
A KB Kookmin Bank representative stated, “We place the highest value on consumer rights and will continue to innovate our services in ways that customers can truly experience, striving to become an even more trusted bank.”
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