#Japan #Customer Support #Chiyoda #Sony Bank #HDI

Sony Bank's Prestigious Recognition in HDI-Japan Evaluation

Sony Bank, headquartered in Chiyoda, Tokyo, has recently announced its outstanding achievement of receiving the highest three-star ratings in both the 'Web Support' and 'Inquiry Support' categories from HDI-Japan for the 2025 Banking Industry Benchmark. This marks an impressive record as it is the 13th time for their Web Support and the 11th time for their Inquiry Support to achieve this top-tier status.

The ratings underscore Sony Bank's dedication to providing accessible and high-quality online services to its customers. Adhering to the 'Sony Group Web Accessibility Policy', Sony Bank has implemented a framework that ensures their website meets accessibility standards, enabling all customers to navigate its services smoothly.

In addition to robust web support, Sony Bank offers a range of customer support channels. These include traditional phone support, AI-driven chatbots, and real-time chat support with customer service representatives. Notably, the bank also caters to customers with hearing and speech difficulties by providing sign language and written communication options, ensuring everyone can access their services conveniently.

To further enhance customer interactions, Sony Bank has collaborated with Sony Group Corporation and Sony Financial Group to develop an innovative application utilizing generative AI. This new application enables the bank to summarize customer inquiries in under a second, facilitating efficient analysis and enhancing the quality of response and services provided to customers. By leveraging AI technology, Sony Bank aims to refine its support and product/service offerings, fostering a more effective customer experience.

Adhering to its corporate philosophy, which emphasizes fairness, Sony Bank is unwavering in its commitment to continuously deliver high-quality financial services. The bank's pledge to fair treatment is reflected not only in its ratings but also in the rich support ecosystem it has created for its diverse customer base.

Evaluation by HDI

Web Support

Sony Bank’s web support system is characterized by its simplicity and high level of usability, allowing customers to effortlessly access the information they need. The FAQ and self-help features are systematically categorized, complemented by robust search functionalities that facilitate easy self-resolution. The integration between the phone support and online services creates a flexible response mechanism tailored to customer situations.

Inquiry Support

Both phone and chat-based inquiries are handled promptly and courteously, reflecting respect and appreciation towards customers. Clear answers to questions and adaptive guidance based on individual circumstances enhance customer reassurance. By capturing genuine customer needs, the bank cultivates trust through thoughtful solutions and accurate responses.

For further insights, please refer to the detailed announcement by HDI-Japan here.

About HDI

Founded in 1989 in the United States, HDI is the largest membership organization in the IT support services sector. With a membership that exceeds 50,000 professionals specializing in customer service and technical support, HDI includes many Fortune Global 500 companies and operates over 100 branches worldwide.

About HDI Benchmark Ratings

The HDI benchmark evaluations are established based on international standards set by HDI, where both general consumers and judges assess the performance and quality of each company's 'Web Support' and 'Inquiry Support' from the customer's perspective. The ratings are categorized into four levels from three stars to no stars.