Sony Bank Secures First Place in Oricon's Customer Satisfaction Survey for Mortgages for Three Consecutive Years

Sony Bank's Achievement in Customer Satisfaction

Sony Bank, led by President Keiichi Minami, has made headlines by securing the first place in the 2025 Oricon Customer Satisfaction Survey for mortgages in the online banking category. This recognition marks the third consecutive year that Sony Bank has achieved this top ranking, emphasizing its dedication to customer service and innovative banking solutions in the realm of mortgages.

The Oricon Survey, conducted between April 9, 2025, and May 12, 2025, engaged 12,580 respondents from across Japan. With a focus on individuals who have taken a new mortgage or refinanced in the last five years, the survey evaluated 120 financial institutions and their mortgage products. Notably, the criteria for this assessment included the quality of customer service, the ease of the application process, and the overall customer experience with mortgage services.

Since its inception in March 2002, Sony Bank has provided a seamless, branchless mortgage experience allowing customers to complete their loan applications via the internet or by mail, ensuring convenience and accessibility. This unique approach has enabled Sony Bank to maintain lower total borrowing costs and exceptional post-borrowing management features. Moreover, customers benefit from support through assigned loan advisors readily available via phone or email, guiding them through every step of the borrowing process.

In 2018, Sony Bank took a significant step forward by integrating artificial intelligence for faster automated loan approvals, in addition to offering life insurance products that cater to various health risks, including cancer. They further expanded their inclusivity by allowing same-sex partners to apply for joint loans and provide collateral.

The bank also spearheaded several innovative initiatives, such as the launch of an online contracting service in 2019 and document submission uploads started in 2020, enhancing the loan processing experience for clients. Notably, in 2022, Sony Bank began offering preferential rates for environmentally friendly homes and issued green bonds dedicated to funding sustainable housing initiatives.

In 2023, they launched a donation initiative contributing to the World Wildlife Fund Japan's climate and energy projects, further indicating their commitment to social responsibility. They also expanded their inclusivity policies to include common-law partnerships and all types of partnerships in their mortgage services.

Looking ahead, in August 2024, Sony Bank plans to introduce online, paperless registration for mortgage documentation and is excited to expand its business operations in western Japan by January 2025. By April 2025, the cumulative amount of loans executed by the bank surpassed ¥6 trillion, reflecting its growth and acceptance in the market.

Sony Bank continues striving to cater to the diverse mortgage needs of its customers, ensuring that their services are not only effective but also aligned with contemporary values and technology. As the bank continues to innovate and respond to customer needs, its reputation for excellence remains steadfast in the competitive landscape of mortgage lending.

In conclusion, Sony Bank’s consistent performance in customer satisfaction is a testament to its robust service offerings, adaptability to market demands, and commitment to providing a stress-free borrowing experience for its clients. As the financial landscape continually evolves, Sony Bank is well-positioned to lead in customer satisfaction and service excellence in the mortgage sector.