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Sustainability

Social

Customer Service

    • ESG
    • ESG Strategy
    • Kia ESG Policy
    • Key Achievements
    • Environmental
    • Social
    • Governance
    • ESG
    • ESG Strategy
    • Kia ESG Policy
    • Key Achievements
    • Environmental
    • Social
    • Governance

Customers at the Center of Everything We Do

At Kia, we value your opinion, understand your needs,
and provide the highest value and experience based on trust-based communication.

Value CreationValue CreationBased on TrustBest QualityInnovationsDrives QualityCustomerSatisfaction

Customer Compensation and Service Procedure

    Arbitration for Replacement or Refund

    • Customer Service (KO)
    • Recurring defect report (KO)
    • Step 1
      Sales Contract

      Accept the rules on arbitration Sign the contract after the explanation of the definition effects and important details of the arbitration

    • Step 2
      Warranty Repair

      Major defects – once,
      General defects - twice

    • Step 3
      Defect Recurrence

      The same symptom occurred after repair
      (Major defects second recurrence/ General defects: third recurrence)

    • Step 4
      Notification of defect recurrence

      Enforcement Rule of the Motor Vehicle Management Act

    • Step 5
      Defect Recurrence Report

      Customer Center

    • Step 6
      Vehicle Repair

      Service Network

    • Step 7
      Defect Recurrence

      The same symptom recurs despite the repair carried out upon receiving the recurrence report (Major defects third recurrence / General defects: fourth recurrence)

    • Step 8
      Arbitration Request

      Follow the arbitral award process

    Customer Service Process

    • Step 1
      VOC

      Inquiries or complaints

    • Step 2
      Collect complaint

      Online/offline channels - customer centers, corporate websites, mobile channels

    • Step 3
      Quick response

      1. Ask for solution
      2. Respond to customers
      3. Communicate the request results

    • Step 4
      Solved

      Take action required by the customer and reflect it into the business policy

Product and Service Safety Programs

Internal Product Safety/Quality Assessment

Kia's all domestic and overseas plants(including CKD) conduct internal quality evaluations for all produced vehicles to secure high-quality. Internal quality evaluations consist of 4 categories, standing test, driving test, watertightness test, underside inspection. All evaluation is conducted in each stage of production, such as body, painting, assembly, shipment, and Key checkpoints and defect types are standardized for precise testing.

Body

Gap & Flush / Welding etc.

Paint

Contamination / Gloss etc.

Assembly

Part condition / tightening etc.

Driving

Comfort / Noise / Break / Electronic equipment etc

Protection of customer privacy

Kia implements a information security system to prevent the leakage of assets, such as company confidential information and intellectual property. Kia operates an information security management system in accordance with the International Organization for Standardization (ISO) guidelines, We also strive to safely manage customers’ personal information.

Require the Chief Information Security Officer(CISO)/Chief Privacy Officer(CPO) to have experience in information security and personal information protection for appointment

Establish a company-wide information security and personal information protection organization by forming an information security committee for security personnel in each sector and train them on security-related issues and trends on a regular basis