KB Kookmin Bank Fully Implements Mobile Survey for Customer Experience

[Asia Economy Reporter Kwangho Lee] KB Kookmin Bank announced on the 16th that it will conduct a ‘Customer Experience Mobile Survey’ targeting customers visiting its branches.

The Customer Experience Mobile Survey is conducted by collecting opinions from customers who visit Kookmin Bank branches regarding their overall transactions. Feedback from customers on their entire experience?from the moment they visit the branch, waiting time inside the lobby, consultation process with staff, to the time of leaving?is provided to the branch for active improvement. Customers’ compliments and suggestions for improvement are regularly communicated to the respective branches and employees.

Since last year, Kookmin Bank has been preparing changes to the existing customer satisfaction survey methods, including the survey process and content. Additionally, through customer opinion analysis and pilot surveys, the bank has established a detailed survey and analysis process suitable for the mobile environment.

The key feature of this system is the ability to conduct rapid surveys. Customer experience is gathered immediately after bank usage, and improvements in financial services tailored to customers’ perspectives are promoted through the Voice of Customer (VOC). Rather than simply evaluating employee service, the bank plans to identify customer inconveniences and create a better branch usage environment to practically improve customer experience at branches.

A Kookmin Bank official stated, “We will continue to improve the Customer Experience Mobile Survey to better listen to the voices of customers visiting branches and provide better services to our customers.”

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