Press Release
August 7, 2026
DOCOMO SMTB Net Bank, Inc.
DOCOMO SMTB Net Bank Earns
HDI-Japan's Highest Three-Star Rating
for Both "Inquiry Center Rating" and "Web Support Rating"
DOCOMO SMTB Net Bank, Inc. (Head Office: Minato-ku, Tokyo; President and CEO: Noriaki Maruyama; hereinafter "DOCOMO SMTB Net Bank") is pleased to announce that it has been awarded the highest rating of Three Stars in both the Inquiry Center Rating, which evaluates customer support provided through corporate contact centers, and the Web Support Rating, which assesses corporate websites. The ratings were announced on July 2, 2026, by HDI-Japan (Help Desk Institute Japan), operated by ThinkService K.K.
HDI-Japan 2026: 3 Stars Customer Service logo and 3 Stars Support Portal logo
HDI (Help Desk Institute) is the world's largest membership association for the support services industry, established in 1989. HDI-Japan is the first organization in Japan to establish a certification program for support service professionals. DOCOMO SMTB Net Bank has received HDI-Japan's highest Three-Star rating in both the banking industry's Inquiry Center Rating and Web Support Rating programs.
HDI Evaluation Comments on DOCOMO SMTB Net Bank
Inquiry Center Rating
The customer support team consistently demonstrates courteous communication and attentive service that reflects consideration for customers' needs. Responses are clear, concise, and supported by extensive expertise, enabling staff to explain even complex procedures in an organized and accurate manner. Careful attention is evident throughout the customer experience, including follow-up communication when chat sessions are interrupted and confirmation of customers' understanding at key stages of the interaction.
Web Support Rating
Customer support channels are effectively centralized on the support website, making options such as chat, inquiry forms, and telephone appointment services easy to find and understand. The FAQ system includes a feature that automatically displays questions closely matching user-entered keywords, enabling customers to resolve issues efficiently before making an inquiry. The website is designed to be accessible and user-friendly, even for first-time users.
About the HDI Inquiry Center Rating
The Inquiry Center Rating evaluates the quality and effectiveness of customer support provided through inquiry channels. Based on evaluation criteria established according to HDI's international standards, assessors review services from the customer's perspective and assign ratings on a four-level scale ranging from Three Stars to No Star.
About the HDI Web Support Rating
The Web Support Rating assesses the effectiveness of support provided through corporate websites. Websites are evaluated across five categories, with assessors reviewing the user experience from the customer's perspective based on designated scenarios. Ratings are assigned on a four-level scale ranging from Three Stars to No Star.
Contact
For further information about this press release, please contact:
DOCOMO SMTB Net Bank
Corporate Communications
kouhou_pr@netbk.co.jp
Note: This content has been translated from the Japanese original using artificial intelligence (AI) or machine translation technology for reference purposes only.
In the event of any discrepancy between this translated document and the Japanese original, the original shall prevail.