KT announced on September 29 that it held a customer listening forum on September 28 at the Prep Academy in Mapo-gu, Seoul, aimed at gathering customer feedback to enhance its services.
During the forum, KT engaged with small business owners from various sectors, including restaurants, cafes, and unmanned stores, discussing the challenges they face in operations and their experiences with digital services. The feedback collected will be reviewed by relevant departments and used to identify improvement tasks from the customer perspective.
Since launching the first customer listening forum with young customers in April, KT has held monthly forums. In May, it met with senior customers, followed by discussions with customers from rural areas in June, foreign customers in July, and Generation Z customers in August.
KT is actively working on various initiatives to enhance customer experience based on the feedback received from these forums. For instance, it has improved the usability of its membership application and enhanced accessibility and guidance for foreign customers seeking assistance.
In May, a suggestion for a 'smartphone training program for seniors' emerged during the senior customer forum, leading to the launch of a pilot digital education program for seniors at select KT Plaza locations twice a month starting in August.
Park Hyun-jin, Vice President of KT's Customer Division, stated, "The customer listening forum is not just about hearing customer voices but also about translating those insights into real improvements. We will continue to listen to diverse customer voices and reflect them in our services and policies to create tangible changes that customers can feel."
* This article has been translated by AI.
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