SK Telecom (SKT) has embarked on establishing an index system that measures corporate trust based on actual customer behavior rather than survey methods. The concept is to use the reduction in behavioral actions customers take to separately verify or manage matters while using services as a measure of trust.

 

SKT announced on the 22nd that it held the '2026 Insight Day' on the 21st, bringing together the Customer Advisory Panel and Customer Trust Committee to discuss trust standards and indicators directly proposed by customers.

 

This discussion adopted an approach of using behavioral changes in daily life as evidence of trust, rather than directly asking customers about their trust level.

 

Prior to the event, SKT conducted online surveys and in-depth focus group interviews (FGI) with 100 members of the Customer Advisory Panel.

 

The Customer Advisory Panel presented trust formation situations and behavioral changes across five areas: △plan subscription and changes △communication service usage △membership management and utilization △customer touchpoints △trust maintenance with the company.

 

SKT plans to verify indicator candidates derived from this discussion through additional surveys targeting general telecommunications customers, then organize them into an index system.

 

An Wan-ki, Chair of the Customer Trust Committee, stated, "It is meaningful that customers directly presented trust standards based on their daily experiences," and added, "We plan to continuously review implementation processes and results so that this does not remain a one-time opinion gathering."