[Digital Today reporter Ji-young Lee] Hana Bank has been selected as the top bank in the customer touchpoints category for the 11th consecutive year in a service quality evaluation by Korea Management Association Consulting.

Hana Bank said on Monday it was chosen as the No. 1 company in the customer touchpoints category of the 2026 Korean Service Quality Index (KSQI) run by Korea Management Association Consulting (KMAC).

In the survey, Hana Bank ranked first in both offline face-to-face touchpoints and the call-centre segment, a non-face-to-face channel.

The company said this year’s survey gave it higher scores than other banks on items such as employees’ job knowledge, customer consideration and farewell greetings.

Hana Bank operates student, consumer and senior panels to reflect customer feedback from before product sign-up through after-sales management. It also runs an Agile Lab that links feedback from consumers in the field to institutional improvements, and a customer experience management system that uses satisfaction surveys by touchpoint.

It also runs financial consumer and employee training to prevent financial fraud 피해 and a "financial field communication team" to improve foreign customers' access to financial services.

Hana Bank CEO Lee Ho-sung (이호성) said, "Even in an environment where the digitisation of finance is spreading, we will provide convenient and reliable financial services from the customer’s perspective."