For the first time in a payment processing company,
we earned the highest rating of 3 stars in the "Quality Rating (Multi-Channel)"
- The industry's first three-star award for the fifth consecutive year -

April 26, 2022

GMO Payment Gateway, Inc.

GMO Internet Group develops comprehensive payment-related services and finance-related services GMO Payment Gateway, Inc. (TSE Prime: Securities Code 3769, President & Chief Executive Officer: Issei Ainoura  GMO-PG) is a "quality rating" of the HDI rating benchmark sponsored by HDI-Japan (operated by ThinkService K.K.), which was established with the same concept as HDI, the world's largest membership organization in the IT support services industry. 3 stars, the highest rating, for the fifth consecutive year.
This is the first multichannel evaluation of three-star earnings for the fifth consecutive year and all phone, email, and chat tools in each payment processing industry.
GMO-PG has also received five-star certification twice in a row in the HDI Five-Star Certification Program, a certification system that comprehensively evaluates the operation of support centers and employee management, and will continue to strive to provide high-quality support.

Highest rated 3 stars for multi-channel support


GMO-PG has integrated into more than 100,000 merchants (consolidated figures as of the end of December 2021), including e-commerce operators, National Tax Agency, and public entity in Tokyo and other areas payment Related services are provided. In terms of customer support, we not only respond to inquiries, but also strive to understand the potential needs of merchants and guide them on optimal operation methods, services, and options in order to become a partner that supports the growth of franchisees.
Since 2018, GMO-PG has received the highest rating of three stars in the "Quality Rating," which evaluates support as an after-sales service in the HDI Rating Benchmark, and has achieved three stars for the fifth consecutive year. This three-star rating is for multi-channel support including e-mail and chat tools in addition to conventional telephone support, and the three-star multi-channel rating is payment processing industry It will be the first. The judges commented, "They are respectful to their customers, polite in all channels, and show their willingness to solve problems." "It is a professional response that is knowledgeable and experienced." and "There is a sense of unity by providing relevant information in consideration of the customer's situation." The following points were evaluated.
In 2019 and 2021, GMO-PG was also awarded five-star certification under the HDI Five-Star Certification Program, which is audited for renewal of certification every two years, and has been recognized not only for the excellence of its support services, but also for its support center operation and employee management.

【HDI rating benchmark】

The HDI rating benchmark is a four-stage rating of HDI judges, 3-star, 2-star, 1-star, and star-free, based on the evaluation criteria set according to hdi international standards.
GMO-PG's three-star "Quality Rating (Multi-Channel)" evaluates support as an after-sales service after customers purchase and introduce products and services, and quality is evaluated in the following five items based on recorded customer-response call records and email chat transmission records.

  • 1.Service system
  • 2.Communication
  • 3.Response skills
  • 4.Handling procedures
  • 5.Handling of challenging scenarios

For more information on the HDI rating benchmark, please visit the HDI-Japan website.

【GMO Payment Gateway】

More than 100,000 merchants, including online businesses such as online shops, NHK, National Tax Agency, and public entity in Tokyo, etc., We provide payment-related services and finance-related services. Focusing on payment services, we utilize value-added services and finance technologies that contribute to the growth of merchants payment method and services that meet funding needs, and the annual Transaction value exceeds 8 trillion yen. (Consolidated figures as of the end of December 2021)
As a leading company in the payment industry financial institution, we provide various Provision of payment and finance-related solutions and platforms, infrastructure of payments and so on. We are also promoting global expansion such as the development of payment-related services overseas and strategic investment and financing of cutting-edge FinTech companies overseas. We will continue to drive new innovations and contribute to the realization of a sustainable society and the progress and development of society.

[Press Inquiries]
GMO Payment Gateway, Inc.
Corporate Value Creation Strategy Division Public Relations/UX Design Department
GMO Internet, Inc.
Group Communication Department Public Relations Matsui
[Contact for inquiries regarding services]
GMO Payment Gateway, Inc.
Innovation Partners Division

[GMO Payment Gateway, Inc.] (URL:

Corporate Name GMO Payment Gateway, Inc. (TSE Prime Securities Code: 3769)
Location 1-2-3 Dogenzaka, Shibuya-ku, Tokyo Shibuya Fukurasu
Representative President & Chief Executive Officer Issei Ainoura
Business Description ■ Comprehensive payment related services and finance related services
Capital 13,323 million yen

[GMO Internet, Inc.] (URL:

Corporate Name GMO Internet, Inc. (TSE Prime Securities Code: 9449)
Location Cerulean Tower 26-1, Sakuragaoka-cho, Shibuya-ku, Tokyo
Representative Representative Director and Group Representative Masatoshi Kumagai
Business Description ■ Internet infrastructure business
■ Internet advertising / media business
■ Internet finance business
■ Cryptographic assets business
Capital 5 billion yen