Shinhan Bank (CEO Suh Jin-won) was chosen as number one in all of the customer satisfaction ratings carried out by five organizations this year.
Shinhan Bank received high public confidence in satisfaction ratings done directly by bank customers from KS-SQI led by the Korean Standard Association, GCSI led by the Japan Management Advisory Consultancy, KSQI led by Korea Management Association Consulting, and NCSI led by the Korea Productivity Center.
Shinhan Bank created a customer protection index to establish customer-oriented thinking of all the employees in 2012 for the first time in the bank industry, and is using the index for an achievement index. Also, it is conducting improvement projects on weak points through collecting customer opinions for reference and letting all the employees share the analysis by type through the establishment of the customer service VOC report system.
In January, Shinhan published a quarterly financial newsletter for the first time in the local bank industry, providing important issues that should be known by financial consumers, and opened a consumer protection system, the communication channel to guard its customers from fraud.
CEO Suh Jin-won said, "Winning first place from all the five investigations signifies that customers accepted Shinhan's differentiated financial services.” adding, “This is due to sharing diverse opinions of customers at the director's meeting and reflecting them in management with the belief that answers are found on the spot.”