Kakao Bank tops customer satisfaction survey for 6th consecutive year

Kakao Bank announced Wednesday that it ranked first in the internet-only bank category of the Korean Customer Satisfaction Index survey conducted by Korea Management Association Consulting for the sixth consecutive year. Scores across all satisfaction categories rose compared with last year.

The result came from the 2026 KCSI survey administered by Korea Management Association Consulting (KMAC). The KCSI, which has been conducted since 1992, measures customer satisfaction through in-person interviews with people who have actually used a company's products and services. Kakao Bank has participated in the survey since 2021.

The bank received high marks this year in key areas including trustworthiness, useful financial products and convenient loan services. Its expansion of AI-powered financial services also drew positive reviews. Evaluators noted that the customer experience at branchless banks is extending beyond app usability to encompass consultation services and broader financial accessibility.

Kakao Bank has enhanced convenience through a range of services, including AI-powered search, a financial calculator, money transfers and a group expense management tool. In January, it introduced an AI sign-language consultation service that uses a photorealistic generative AI avatar to assist customers with hearing impairments.

Customer service satisfaction also improved from last year. Kakao Bank operates a 24-hour chatbot and a personalized automated response system, and has built an AI-driven system to forecast inquiry volumes and support consultation searches. Through these tools, the bank automatically handles more than 70 percent of all inquiries. Partner call-center staff focus on customer interactions that are difficult to automate, strengthening their capacity for empathy and communication.

"It is meaningful that this recognition came directly from the evaluations of customers who used our services," a Kakao Bank official said. "We will continue to refine our technology and services so that customers can use financial services more easily and conveniently, and we will listen carefully to their feedback."