Samsung Securities Sweeps Four Major Financial Consumer Satisfaction Awards in the Securities Sector

Samsung Securities' 'customer-centric management' has been proven with overwhelming results in the nation's most prestigious customer satisfaction indices and financial consumer protection evaluations.

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On November 18, Samsung Securities announced that it has achieved the 'triple crown' by ranking first for six consecutive years in three major domestic customer satisfaction indices (NCSI, KS-SQI, and KCSI). The company was also selected as an 'Excellent Company' for five consecutive years in the Financial Consumer Protection Index (KCPI) by the Korea Management Association Consulting (KMAC), which was established in 2021.

This officially certifies that Samsung Securities prioritizes trust with its customers as its highest value, going beyond mere profit generation as a corporation. The company’s organization-wide efforts to provide suitable investment solutions in a rapidly changing financial environment have resulted in increased customer trust.

Furthermore, since the inception of these satisfaction surveys, Samsung Securities has ranked first 23 times in the National Customer Satisfaction Index (NCSI), 21 times in the Korean Service Quality Index (KS-SQI), and 20 times in the Korean Customer Satisfaction Index (KCSI). This represents the highest number of customer satisfaction awards in the financial investment sector.

Achieving the 'Customer Satisfaction Triple Crown' demonstrates that customer satisfaction with Samsung Securities’ products and services has consistently remained at an excellent level over a long period.

While NCSI and KCSI measure customers’ overall satisfaction with a company’s products and service quality, KS-SQI evaluates the quality of the service delivery process as experienced by actual customers. The record of ranking first over 20 times in all three indices highlights Samsung Securities’ unique ability to proactively identify customer needs and provide innovative, tailored solutions.

Most notably, in November, Samsung Securities was selected as an Excellent Company for the fifth consecutive year in the 'KCPI,' organized by KMAC to evaluate financial companies’ consumer protection capabilities.

The KCPI is an index structured to measure the 'six major consumer rights' that companies must uphold at each stage of the purchasing (or usage) process, based on the six key sales principles stipulated in the Financial Consumer Protection Act.

To proactively protect financial consumers, Samsung Securities has appointed a Chief Consumer Officer (CCO) directly under the CEO and operates a dedicated financial consumer protection team. The company also runs programs such as the Consumer Protection Plaza, Consumer Evaluation Panel, training on the six principles of the Financial Consumer Protection Act, and four rounds of internal mystery shopping.

The Consumer Protection Plaza is operated through the official Samsung Securities website, allowing any Samsung Securities customer to freely submit their opinions. The Consumer Evaluation Panel selects topics of high interest to customers and the market, and then surveys and conducts in-depth interviews with knowledgeable customers to analyze service competitiveness and consumer protection levels, thereby continuously improving the customer experience.

In addition, Samsung Securities holds a monthly 'Financial Consumer Protection Council' to review all processes related to financial consumer protection and implements improvements whenever issues are identified. The results of the council are reported to the management and the board of directors through the 'Financial Consumer Protection Internal Control Committee' on a semiannual basis.

A Samsung Securities representative stated, "All achievements in the three major customer satisfaction indices-NCSI, KCSI, and KS-SQI-are the result of our commitment to prioritizing the rights and interests of financial consumers," adding, "We will continue to advance our proactive consumer protection systems to further safeguard financial consumers."

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