Lotte Card Holds Non-Face-to-Face Launch Ceremony for 'Roca Panel'

Customer Panel System for Suggesting Improvements After Experiencing Products and Services

Min Byung-wook, Head of Financial Consumer Protection at Lotte Card (left), and Kim Hyun-ok, Head of the Consumer Protection Team (right), held an online non-face-to-face inauguration ceremony for the customer panel with the LOCA panel on the 2nd.

[Asia Economy Reporter Ki Ha-young] Lotte Card announced on the 5th that it held a non-face-to-face launch ceremony for the 'LOCA Panel' on the 2nd to practice customer-centric management and strengthen financial consumer protection.

The customer panel is a system operated since 2014, where customers directly experience products and services, then suggest improvements that are reflected in actual management.

The LOCA Panel consists of 12 Lotte Card members aged from their 20s to 60s, broadly composed. Especially this time, two representative panels from the elderly and disabled financial marginalized groups were also selected. In line with the enforcement of the Financial Consumer Protection Act, they plan to directly listen to the opinions of financially marginalized groups to reduce blind spots in financial consumer protection.

Until December, the LOCA Panel will directly experience Lotte Card’s products and services, then propose improvements through four regular meetings held annually, as well as online meetings and surveys conducted as needed.

Lotte Card plans to review and apply the improvements and ideas proposed by the LOCA Panel to actual operations. So far, through customer panel activities, they have reflected suggestions in various areas such as the Lotte Card application (app), touch services, customer consultation, and card application processes to improve services.

Min Byung-wook, General Manager of Financial Consumer Protection at Lotte Card, said, "The customer panel has played an important role every year in improving various parts of Lotte Card, such as products, services, and processes, to be more financial consumer-friendly. Especially this year, through the representative panel of financially vulnerable groups, we will directly listen to their voices and strive to improve service accessibility and convenience."

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