KT Expands 'Customer Listening Forum' to Improve Services by Hearing Direct Customer Feedback

After Engaging with Youth, Seniors, and Foreign Customers,
KT Meets with Small Business Owners to Identify Areas for Improvement and Drive Tangible Change

KT is expanding its 'Visiting Customer Listening Forum,' where the company listens directly to customer feedback in order to improve its services and systems.

KT is conducting the 'Visiting Customer Listening Forum' with small business customers from various industries on the 28th. Photo by KT

KT announced on the 29th that it held its sixth Customer Listening Forum for small business customers at the Prep Academy Gongdeok Campus in Mapo-gu, Seoul, the previous day.

This forum is a customer participation communication program designed to listen to a wide range of customers' service experiences and inconveniences in person, and to incorporate such feedback into improvements of its products, services, and policies.

Since hosting its first forum with young customers in April, KT has continued to meet with different customer groups each month, including senior customers (May), residents of island and mountain regions (June), foreign customers (July), and Millennials & Gen Z customers (August), to listen to their opinions.

Opinions gathered from the forum are shared with relevant departments to review the necessity and feasibility of improvements, and for action items linked to improvement tasks, KT continues to monitor progress. The aim is to drive tangible change that customers can feel.

For instance, at a forum for senior customers last May, KT received the feedback, "It would be good to regularly offer smartphone training sessions for seniors." In response, KT has been conducting pilot smartphone training sessions twice a month at selected KT Plaza locations since last month. KT is also working on tasks such as improving the user convenience of its membership application and enhancing consultation accessibility and usage guidance for foreign customers.

At this latest forum, small business customers from various industries such as restaurants, cafes, and unmanned stores participated to share their challenges in store operations and experiences with digital services. KT listened to feedback on inconveniences and potential improvements experienced when using digital solutions like Hi-Order onsite, as well as suggestions for practical support and services. After review by the relevant departments, KT plans to incorporate these as improvement tasks from the customer's perspective.

Park Hyunjin, Executive Vice President and Head of the Customer Division at KT, commented, "The Customer Listening Forum is not just about hearing the voices of our customers—it is about connecting on-the-ground opinions to concrete improvements. We will continue to actively listen to a diverse range of customers and reflect their feedback in our services and systems, working to bring about changes that customers can truly experience."

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