Hana Bank Selected as Top Bank for 11 Consecutive Years in 'KSQI Customer Contact'

Ranked First in Both Face-to-Face and Non-Face-to-Face Channels
Lee Ho Sung: "We Will Provide Services With Warmth and Genuine Commitment"

Hana Bank has been selected as the number one bank in the customer service quality category for the 11th consecutive year.

On the 21st, Hana Bank announced that it had been selected as the top company in the customer contact category of the 2026 Korea Service Quality Index (KSQI), hosted by Korea Management Association Consulting (KMAC).

HoSung Lee, CEO of Hana Bank (fourth from left), is taking a commemorative photo with Hana Bank executives and excellent customer service staff after being selected as the No. 1 company in the customer contact sector of the "2026 Korea Service Quality Index (KSQI)" hosted by Korea Management Association Consulting (KMAC) on the 21st. Provided by Hana Bank

In this survey, Hana Bank secured first place not only in offline face-to-face contact points but also in the call center (non-face-to-face channel) category. This achievement is recognition of the bank’s financial service quality across both its online and offline customer communication points. In particular, this year’s survey showed that Hana Bank received higher scores than its competitors in areas such as employees’ work knowledge, customer consideration, and farewell greetings.

Hana Bank has implemented a variety of initiatives to establish a constant communication process, such as:

• Operating panels for university students, consumers, and seniors to reflect customer feedback at every stage, from product subscription to post-management


• Running an “Agile Lab” that connects customer feedback from the field to institutional changes


• Conducting satisfaction surveys at each contact point


• Providing the “Customer First Academy” training program to strengthen employees’ problem-solving and response capabilities

Additionally, inclusive communication initiatives for financially vulnerable groups are underway, such as providing scribe procedures for the visually impaired, developing loan guides for people with developmental disabilities, and operating financial field communication classes for foreign customers.

Ho Sung Lee, CEO of Hana Bank, said, “I sincerely thank our customers for choosing and trusting Hana Bank as the best bank for an unchanging 11 years,” adding, “Even as digitalization becomes the norm in the financial environment, we will always strive to understand our customers’ hearts deeply and become a leading bank by providing differentiated financial services with warm consideration and genuine commitment.”

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