Hana Bank Builds Mobile-Based 'Customer Experience Survey System'

Real-Time Customer Experience Survey on Branch Visits via KakaoTalk Text Messages

[Asia Economy Reporter Jo Gang-wook] Hana Bank announced on the 21st that it has established a system to conduct real-time surveys on customer experience, such as transaction satisfaction, via smartphones, and will conduct mobile satisfaction surveys for customers visiting branches.

With the establishment of this system, the survey method has been expanded from the existing phone calls to KakaoTalk text messages, making it easier and faster to check customer responses after using Hana Bank's financial services. The system was developed in-house, enabling surveys of customers in various forms.

Starting today, customers who visit branches and conduct transactions will receive KakaoTalk text messages to immediately submit their opinions on the services provided, and the feedback will be delivered in real time to the respective branch and staff through a mobile customer satisfaction survey.

Additionally, from early January next year, the mobile method will be added to the Happy Call service, which was conducted via phone calls to ensure the complete sale of investment products, and will be used to strengthen financial consumer protection.

Furthermore, in line with the untact era, customer satisfaction after non-face-to-face transactions (internet/mobile banking, automated machines, call centers) will also be surveyed via text messages. The plan is to establish various forms of digital feedback from customers, including transaction experience surveys for new products and services, and bank image surveys.

A Hana Bank Financial Consumer Protection Department official stated, “The purpose of conducting the mobile satisfaction survey is to accurately understand what customers want and to provide optimal services immediately,” and added, “Going forward, based on the newly established customer experience survey system, we will listen to the opinions of various financial consumers to ensure that customer-centered values are the top priority.”

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