Shinhan Card Digitizes 'Voice of the Customer' Ahead of Financial Consumer Protection Act

Establishment of a Digital Integrated Management System in Four Stages: Collection, Analysis, Utilization, and Performance Management

[Asia Economy Reporter Ki Ha-young] Shinhan Card will utilize the annual 50,000 cases of 'Voice of Customer (VOC)' as a digital-based management resource to protect the rights and interests of financial consumers ahead of the enforcement of the Financial Consumer Protection Act on the 25th.

On the 10th, Shinhan Card announced that it will establish an integrated management system divided into four stages: collection, analysis, utilization, and performance management of the Voice of Customer. To this end, in addition to existing channels such as satisfaction surveys, simple questionnaires, and internal and external complaint analysis, new initiatives such as idea contests, customer panel proposals, and the establishment of lounges exclusively for elderly customers will be prepared to collect and discover hidden customer opinions in real time.

Furthermore, to enable company-wide utilization of the collected Voice of Customer, an internal classification system will be unified to build a 'single view' environment that allows for easy confirmation at a glance. An analytical database combining structured and unstructured data will also be created using Speech-to-Text (STT) and Text Analysis (TA) technologies for the Voice of Customer.

Through this, the company plans to identify the causes of customer inconveniences and reflect them in overall management, including new product launches, service composition, and platform operation. In addition, in line with the purpose of the Financial Consumer Protection Act, the consumer protection process through complete sales from the perspective of customer protection will be strengthened, and a company-wide performance management system will be established to continuously promote monitoring and improvement effect analysis.

A Shinhan Card official said, "Ahead of the enforcement of the Financial Consumer Protection Act, we will digitalize the Voice of Customer as a management resource to newly define and reorganize all business areas based on a customer-centric foundation," adding, "Going forward, in connection with Shinhan Financial Group's 'First-Class Shinhan' strategy, we will continuously promote consumer protection realization and win-win management through sincere value propositions and communication from the customer's perspective."

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