The Korea Consumer Agency (KCA) announced on the 22nd that, following a survey of consumer satisfaction targeted at mobile apps from seven major domestic securities companies, KB Securities received the highest rating.
The survey subjects included KB Securities, NH Investment & Securities, Mirae Asset Securities, Samsung Securities, Shinhan Investment & Securities, Kiwoom Securities, and Korea Investment Securities. The evaluation criteria encompassed ▲app reliability ▲information security ▲customer response ▲subscription and modification convenience ▲additional services ▲events and benefits, covering key services and overall user experiences.
As a result of the survey, KB Securities (M-able) achieved the highest score of 3.63 points in overall satisfaction. NH Investment & Securities (Namoo Securities) and Mirae Asset Securities (M-STOCK) followed with scores of 3.61 points each.
Specifically, KB Securities scored the highest at 3.85 points in core service items such as fees and interest, while Kiwoom Securities received the lowest score of 3.67 points. Notably, KB Securities recorded an impressive 3.72 points in the 'benefits and events' sector, significantly exceeding the average of 3.54 points.
During the app usage process, KB Securities and NH Investment & Securities tied for the top score of 3.72 points, while Kiwoom Securities recorded the lowest score of 3.52 points. The most valued factors for consumers when choosing an app were 'app convenience and design' (31.4%) and 'transaction fees' (31.4%), followed by ▲transaction speed and stability (13.3%) ▲diversity of products and services (7.9%) ▲quality of customer service (5.3%). In foreign stock trading, 'low currency exchange fees' (33.4%) emerged as the most important factor.
In terms of detailed satisfaction, Mirae Asset Securities demonstrated relative superiority in 'stable app operation', while NH Investment & Securities stood out in 'screen design'.
Meanwhile, 59% of consumers who used securities company apps reported experiencing inconvenience or harm. Among them, more than half (50.8%) encountered 'system errors and connection disruptions', while 'login and authentication issues' (48.6%) and 'high fees and hidden costs' (35.4%) were also noted as significant complaints.
Based on this survey result, the consumer agency plans to recommend that securities companies enhance ▲real-time notifications and prompt compensation in the event of transaction interruptions ▲increase transparency in fees and interest rate information ▲improve events and additional benefits.