KB Kookmin Bank, First in Banking Sector to Introduce 'Net Promoter Score'

KB Kookmin Bank announced on the 5th that it has established the banking industry's first 'Net Promoter Score (NPS) Management System.'

The Net Promoter Score (NPS) is a simple question measuring the willingness to recommend to others, used as a method to evaluate customer satisfaction. It is a method mainly used by global companies, with the advantage of clearly identifying problem factors and deriving practical areas for improvement.

KB Kookmin Bank utilizes the NPS survey method for satisfaction surveys targeting KB Kookmin Bank customers every business day, as well as objective market evaluations across all customer touchpoints including channels, products, and services.

The 'NPS Management System' analyzes NPS survey results using its proprietary AI technology called 'KB-STA' and provides the analysis results to relevant departments. Based on this, the departments promote service improvements, communicate the improvements to customers, and undergo a process of re-monitoring to ensure actual improvements are made.

Through the introduction of the 'NPS Management System,' KB Kookmin Bank has established a management system that manages customer experience based on data and continuously improves it. Based on this, the bank plans to establish customer-centric strategies and provide differentiated customer experiences.

A KB Kookmin Bank official stated, "Through customer experience analysis based on customer surveys and a proactive customer experience management system, we will lead in providing differentiated customer experiences and protecting financial consumers."

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