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Telecommunications & Media

SKT recovers 90% of sincerity rating after hack, trust recovery still a task

SK Telecom’s customer-response ratings after last year’s hacking incident are returning to pre-incident levels, with the “company’s sincerity” metric recovering 90% of the drop, a study presented at a KMAC seminar showed. Other recovery rates included customer-first attitude at 81% and overall corporate trust at 64%. Customers rated all 11 crisis measures positively by a majority, led by free USIM replacement. The study said continued security improvements, communication and tailored follow-up are needed to rebuild trust.

Telecommunications & Media

SKT regains much of trust after hacking by taking losses to protect customers

SK Telecom has regained much of its trust after last year’s hacking incident through large-scale security investment and customer-protection measures, an academic forum heard on Oct. 28. Shin Min-soo (신민수) of Hanyang University highlighted SKT’s halt to new sign-ups and waivers of cancellation penalties, saying the company prioritised existing customers despite revenue losses. He also cited a visiting SIM replacement service for vulnerable groups, while noting early confusion and shortages.

Telecommunications & Media

Jae-heon Jung, SKT CEO, says customer trust not a given, will keep rebuilding confidence

Jae-heon Jung (정재헌), CEO of SK Telecom, reiterated plans to restore customer trust and improve services. He said the company ranked No. 1 in three major domestic customer satisfaction surveys for mobile services this year, and called the results meaningful after last year’s erosion of trust. Jung said SKT expanded field-based customer contact, strengthened AI-based security and spam blocking, revamped roaming and T membership, simplified rate plans, and broadened mechanisms to reflect customer input.