[Sponsored Report] The customer is No. 1 at KB Kookmin Bank

KB Kookmin Bank has been chosen as No. 1 in the banking industry in an NCSI

KB Kookmin Bank is leading the way when it comes to ensuring customer satisfaction through employee training and other programs.

For one, the financial institution is training employees on the value of active communication with customers and is attempting to induce workers to develop a bond of sympathy. And as a result of innovation in its business support procedures, the company has been chosen as the No. 1 bank for customer satisfaction for six years in a row using the KCSI (Korean Customer Satisfaction Index) and seven years using the NCSI (National Customer Satisfaction Index.) At its core, KB Kookmin Bank aims to be consumer-centered in every concept and activity. It has made customer satisfaction its No. 1 goal, realizing that happy customers are essential to the bank’s long-term sustainable existence and prosperity.

To achieve its major goals, the bank is promoting three major initiatives through the CEO’s powerful management of customer satisfaction, a systematic system and education programs chosen selectively by employees.

“Let’s create an innovative management system that breaks out of the mold of past banks and their management,” said Min Byong-deok, the bank’s president and CEO, during his 11th anniversary commemorative speech. “We must move toward customer-based management, especially by providing exemplary leadership in this field. The bank is encouraging employees to participate actively, providing a strong driving force to achieve the No. 1 ranking in customer satisfaction among banks.”

The essence of the banking business is selling products and providing services to customers. As such, KB Kookmin Bank is finding that its core values must concentrate on maximizing customer satisfaction by delivering the best products and services possible and by reflecting these values in its management activities.

To this end, the bank is working to find customers’ needs and further analyze their satisfaction after upgrading products and services.

This dynamic process can help improve the quality of the bank and better meet the needs of customers at the same time.

By Lee Ji-hyun [concordia@joongang.co.kr]