Lotte Card Holds 'Non-Face-to-Face Online Customer Panel Meeting'

The Proposed Suggestions Will Be Reflected in Actual Work

[Asia Economy Reporter Ki Ha-young] Lotte Card announced on the 28th that it held a 'Non-face-to-face Online Customer Panel Meeting.'

Since 2014, Lotte Card has been operating a 'Customer Panel System' where customers directly experience products and services, then suggest improvements that are applied to actual operations to practice customer-centric management. This year, due to the impact of the novel coronavirus disease (COVID-19), the customer panel meeting was conducted via video conferencing through PC and mobile devices.

The customer panel participating in this meeting consisted of 12 Lotte Card members from diverse ages and occupations, forming the 7th group. Since the inauguration ceremony in March, they have been proposing various opinions.

Each month, the customer panels monitor Lotte Card’s products and services from the perspective of financial consumers based on selected themes, and propose improvements and ideas through regular monthly meetings, ad hoc research, and online surveys. The 6th customer panel, which operated last year, contributed to improving customer convenience and UI/UX by providing feedback on the Lotte Card app and touch services.

Min Byung-wook, Head of Financial Consumer Protection at Lotte Card, said, "Social changes caused by COVID-19 have also prompted changes in financial consumer protection activities. We will continue to strive to enhance customer satisfaction by applying the valuable opinions proposed through the non-face-to-face customer panel meetings to each element."

Meanwhile, to strengthen financial consumer protection, Lotte Card established a Consumer Protection Department directly under the CEO through an organizational restructuring in December last year and appointed a Chief Consumer Officer (CCO) to practice customer-centric management.

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