NH Investment & Securities Conducts 'Customer Satisfaction Survey'... "To Enhance Process Value"

[Asia Economy Reporter Kum Boryeong] NH Investment & Securities is conducting a customer satisfaction survey to enhance the 'process value.'

On the 16th, NH Investment & Securities announced that it will conduct the first half customer satisfaction survey over five weeks starting from today.

Process value refers to a series of steps taken by sales staff to increase customer satisfaction. This includes preparation before meeting customers, understanding customer needs, providing solutions, and after-sales service. It was introduced after Young-chae Jung, President of NH Investment & Securities, took office to shift the evaluation criteria for sales staff from performance-centered to activity-centered.

The survey targets approximately 37,000 customers. Through an external outsourcing company, telephone surveys will be conducted on a total of 9 questions across 4 areas.

The main contents include relationship building by sales staff, employee competency, loyalty, and listening to customer feedback. The relationship building section investigates how much effort sales staff made to maintain and improve customer relationships. The competency section assesses whether professional consultations such as financial knowledge were provided, and loyalty is confirmed based on whether customers would recommend the sales staff to others. Additionally, there is a section for listening to customer feedback directly, including points of praise or areas for improvement.

The results of this customer satisfaction survey will be reflected in the evaluation of branches and sales staff and used to help strengthen employee competencies. The customer satisfaction survey will be conducted semiannually to identify hidden customer needs and market trends, and the accumulated data will also be used for establishing customer policies and marketing.

President Jung said, "This customer satisfaction survey will create a valuable opportunity to take a step closer to our customers." He also stated in this year's New Year's address, "We are focusing on the 'customer' more than ever before."

This content was produced with the assistance of AI translation services.