GMO-PG receives the highest rating of "3 stars" in the HDI rating benchmark "Quality Rating (Multi-Channel)"
~Obtained for the 8th time since 2018, and the high-quality support system continues to be highly evaluated~

GMO Internet Group's GMO Payment Gateway, Inc. (President & Chief Executive Officer: Issei Ainoura, hereinafter referred to as GMO-PG) has received the highest rating of "three stars" in the "Quality Rating (Multi-channel)" of the HDI rating benchmark conducted by HDI-Japan (operated by ThinkService K.K.). This is the eighth time since 2018 that it has been acquired.
GMO-PG conducts quality management that combines HDI Support Center Certification (7 stars), which evaluates the operation and system of the center every two years, and the quality rating (3 stars), which evaluates the quality of the service every two years, with the aim of improving the sense of security and satisfaction of member stores, and will continue to renew its international certification (7 stars) in 2025. Based on a system backed by these international evaluations and reliable response quality, we provide a stable high level of support.

【Background and Summary】

In recent years, while the use of generative AI and chatbots has progressed in customer support settings, and the automation of routine inquiry responses has progressed, operators are required to respond quickly to more complex and advanced inquiries.
Under these circumstances, GMO-PG's customer support is working to improve the quality of response and improve the service environment based on the attitude of "not only answering inquiries, but also supporting the growth of merchants."
In the HDI rating benchmark "Quality Rating", we received a "three-star" rating in the telephone support category from 2018 to 2021, and since 2022, we have expanded our evaluation area to multi-channel (phone, email, and chat). In addition, the center's management system was certified as "HDI Five-Star Certification" in 2019 and 2021, and in 2023, it was certified as "HDI Support Center Certification (Seven Stars)" for the first time ^{in payment processing industry (*1).} We have accumulated evaluations from external organizations from both the quality of individual response and the management system of the center.
We recognize that this achievement of the "Triple Star" in multi-channel is a result that once again demonstrates that we have been able to stably provide a high level of support under such quality management.
GMO-PG's strength lies in its ability to provide consistent quality support across multiple channels, including phone, email, and chat. While there are often differences in the quality of response across channels, the fact that we have achieved stable response at all customer contact points has led to this evaluation.
GMO-PG will continue to strive to strengthen its support system so that merchants can use it with peace of mind.

• *1 Announced on June 27, 2023 "payment processing industry Obtained 'HDI Support Center Certification (Seven-Star Certification)' for the first time"
  URL：https://www.gmo-pg.com/news/press/gmo-paymentgateway/2023/0627.html

[Comments from the judges]

・We take responsibility until the end with a sincere attitude and provide support that allows customers to feel the value of their inquiries.
・It is a professional response that gives a sense of security with clear and easy-to-understand explanations and a positive attitude, and leads to a smooth solution.
・The tone and language create a friendly atmosphere and provide a sense of security.
・Always stand from the customer's point of view, and shorten the distance while being close to each other.

【HDI rating benchmark】

The HDI Rating Benchmark is based on HDI's international standards, and HDI's judges evaluate it from the customer's perspective, and the rating is based on four levels: three-star, two-star, one-star, and non-star.
The "Quality Rating (Multi-Channel)" evaluates the support provided by customers as after-sales service after purchasing and implementing a product or service, and is evaluated on the following five items based on recorded customer call records and email chat transmission records.
・Service system
・Communication
・Response skills
・Process/Corresponding processing procedure
・Difficult response

For more information on the HDI Rating Benchmark, please visit the HDI-Japan website.
URL：https://www.hdi-japan.com/hdi/Bench/about_Bench.asp