SK Telecom recently launched the 'Customer Trust Committee' to resolve the inconvenience and anxiety experienced by customers due to cyberattacks.

SKT held its first meeting on the 16th, forming a committee of five external experts who will specify customer needs and advise on the direction of change.

The newly launched Customer Trust Committee is an independent organization comprised of external experts, not from within SK Telecom. The committee will listen directly to customer opinions and verify and advise on the trust restoration measures prepared by SKT.

Additionally, we focus on building trust with customers by transparently disclosing the content and progress of our activities to the public.

The chairman is Ahn Wan-ki, former chairman of the Korea Productivity Center (currently a distinguished professor at Korea University of Engineering). Chairman Ahn has accumulated experience in various areas of consumer satisfaction evaluation and corporate productivity improvement.

In addition, former Consumer Dispute Mediation Commission Chairman Shin Jong-won, Attorney Son Jeong-hye (Hyemyung Law Firm), Seoul National University Consumer Science Professor Kim Nan-do, and Korea University Psychology Professor Kim Chae-yeon will participate as committee members to review improvement measures from the perspectives of consumer protection, policy advice, and cognitive psychology, and to strengthen the customer-centered approach.

The first meeting discussed how the committee operates, its roles, and future schedules. In particular, the committee members agreed to create a channel to transparently communicate the committee’s activities to customers. The committee will hold regular biweekly meetings, and will also hold ad hoc meetings when urgent customer confidence-restoring measures are needed.

In addition, SKT plans to develop performance indicators that can measure the effectiveness of customer trust activities and provide them to the committee, and continue to make improvements based on these.

SKT will support the activities of the Customer Value Innovation Office by appointing it as a secretariat organization for the smooth operation of the Customer Trust Committee. In addition, the company will establish an internal TF organization, the Customer Value Innovation TF, to prepare customer protection and information security measures and establish a mid- to long-term customer trust recovery strategy.

An SK Telecom official said, “With the launch of this Customer Trust Committee as an opportunity, we will implement practical changes and customer value enhancement measures that customers and society can sympathize with,” adding, “In the long term, we will use this incident as an opportunity to advance to the next level.”