#Japan #Tokyo #Customer Support #HDI-Japan #Docomo SMTB

Docomo SMTB Net Bank Achieves Prestigious Three-Star Ratings

Docomo SMTB Net Bank, headquartered in Minato, Tokyo and led by CEO Noriyoshi Maruyama, has recently accomplished a notable feat by earning the highest rating of three stars in both the "Inquiry Desk Rating" and "Web Support Rating" categories, as evaluated by HDI-Japan. This announcement was made on July 2, 2026, by Shink Service Co., Ltd., which operates HDI-Japan, an organization dedicated to benchmarking support services.

What is HDI-Japan?

Established in 1989, HDI (Help Desk Institute) is the largest membership organization in the support services industry worldwide. HDI-Japan was pioneer in developing a certification system for support services in Japan. Their evaluations are recognized as the gold standard in customer service assessment within the banking sector.

The Significance of the Three-Star Rating

Attaining a three-star rating from HDI-Japan signifies exceptional performance in customer inquiries and online support services. According to HDI's assessment, Docomo SMTB's inquiry desk excels in polite communication, demonstrating a deep understanding of customer emotions, and providing warm and attentive service. The clarity and simplicity of their written communications ensure that even complex procedures are explained methodically, enhancing customers' experiences.

Evaluation Insights

• - Inquiry Desk Rating: The analysis pointed out that staff use polite language while carefully assessing customers' feelings, allowing for thorough support. The information provided is concise and clear, backed by extensive knowledge, ensuring customers receive accurate guidance during complicated processes. They also exhibit attention to detail, affirming understanding when chat discussions lapse and following up on any points of confusion.

• - Web Support Rating: Support pages are centralized, offering various options such as chat, forms, and phone reservations in a clear and understandable manner. The FAQ section has an automatic question display feature that aligns closely with customer-inputted keywords, facilitating a smooth self-resolution process prior to inquiries. This approach ensures a user-friendly experience, particularly for beginners.

Comprehensive Evaluation Criteria

HDI's "Inquiry Desk Rating" evaluates the support services based on international standards, applying a four-tier rating system from three stars to none. The same application is utilized in the "Web Support Rating," which assesses websites across five key criteria, taking into account customer perspectives to generate scores.

Commitment to Customer-Centric Financial Innovation

As part of its customer-centered philosophy, Docomo SMTB Net Bank employs cutting-edge technology to transform financial services while maintaining a balance between convenience and security. The bank aims to realize a future where the boundaries between daily living and finance are blurred, creating a society rich in sustainable value.

Continuing to innovate, Docomo SMTB Net Bank looks forward to new value creation that meets the evolving needs of its customers, ensuring that satisfaction remains at the heart of its services. Their achievement of the three-star ratings by HDI-Japan stands as a testament to their commitment to excellence in customer service and support.