SK Telecom (SKT) is developing metrics to measure corporate trust based on customer experiences.
On September 21, SKT held its '2026 Insight Day,' where the customer advisory panel and the trust committee gathered to discuss trust standards and metrics proposed directly by customers.
This event follows a meeting in January where SKT CEO Jeong Jae-hun and key executives discussed strategies to strengthen trust recovery for 2026, aiming to concretize these strategies into metrics with customer input.
The event featured key executives, including Han Myung-jin, head of SKT's Mobile Network Operations (MNO) CIC, and Lee Hye-yeon, head of the Customer Value Innovation Office, along with the chair and members of the trust committee and 30 members of the customer advisory panel.
The customer advisory panel presented specific situations and behavioral changes that contribute to trust across five areas: subscription and plan changes, telecommunications service usage, membership management, customer interactions, and maintaining trust with the company.
Participants organized and prioritized these behavioral types by subgroup, discussing what changes SKT needs to implement to improve each metric.
SKT plans to conduct further research on the proposed metrics among general telecommunications customers to refine its trust diagnostic and management system.
The finalized metrics will be linked to actual customer behavior data to identify early signs of trust erosion and develop tailored responses. Additionally, the company intends to establish customer-centric evaluation criteria before launching products and services and to reassess the transparency of pricing and contract benefits.
Han Myung-jin, head of SKT's MNO CIC, stated, "Trust is not a value declared by the company but a result judged by customers through concrete experiences. We will develop the trust standards proposed by the customer advisory panel into evaluation criteria for products, services, and customer interactions, ensuring that customer voices lead to real change."
On September 21, SKT held its '2026 Insight Day,' where the customer advisory panel and the trust committee gathered to discuss trust standards and metrics proposed directly by customers.
This event follows a meeting in January where SKT CEO Jeong Jae-hun and key executives discussed strategies to strengthen trust recovery for 2026, aiming to concretize these strategies into metrics with customer input.
The event featured key executives, including Han Myung-jin, head of SKT's Mobile Network Operations (MNO) CIC, and Lee Hye-yeon, head of the Customer Value Innovation Office, along with the chair and members of the trust committee and 30 members of the customer advisory panel.
The customer advisory panel presented specific situations and behavioral changes that contribute to trust across five areas: subscription and plan changes, telecommunications service usage, membership management, customer interactions, and maintaining trust with the company.
Participants organized and prioritized these behavioral types by subgroup, discussing what changes SKT needs to implement to improve each metric.
SKT plans to conduct further research on the proposed metrics among general telecommunications customers to refine its trust diagnostic and management system.
The finalized metrics will be linked to actual customer behavior data to identify early signs of trust erosion and develop tailored responses. Additionally, the company intends to establish customer-centric evaluation criteria before launching products and services and to reassess the transparency of pricing and contract benefits.
Han Myung-jin, head of SKT's MNO CIC, stated, "Trust is not a value declared by the company but a result judged by customers through concrete experiences. We will develop the trust standards proposed by the customer advisory panel into evaluation criteria for products, services, and customer interactions, ensuring that customer voices lead to real change."
* This article has been translated by AI.
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