Customer-Centered Management
We put the value of our customers first,
all our business activities are organized around them.
Hanatour’s Service Identity (SI)
Service Identity (SI) is the identity and philosophy of Hanatour that we want our customers to remember. Our Service Essence is “Heart to Heart”, which means we will always work hard to remain a trusted companion for our customers with a deep connection therebetween.
- LOVE
- Our feelings and attitude towards customers
- EMPATHY
- Service focusing on each customer
- VALUE
- Providing more value than demanded by customers
We will spare no effort to remain your favorite travel agency by focusing on each and every one of our respected customers.
Consumer-Centered Management (CCM)
Consumer-Centered Management (CCM) is a certification system managed by the Korea Fair Trade Commission and the Korea Consumer Agency. Hanatour was the first travel agency to obtain the CCM mark in 2012, and as of 2024, we have successfully renewed the certificate seven times in a row.
Consumer-Centered Management (CCM) is a national statutory certification system under the Framework Act on Consumers (Article 20, Paragraphs 2-4), which is used for evaluating and certifying whether all activities of a company are structured from the customers’ point of view and whether related management activities are being improved continuously. Hanatour received the Grand Prize (Prime Minister’s Citation) for Outstanding Achievement in 2022 in recognition of significant enhancement in consumer benefits and satisfaction with exceptional CCM activities, as well as its contributions to the development of the CCM system itself.
(VOC)
System
Performance
- Quality
- Service
- Product Planning
- Procurement
- Production
- Logistics
- Public Relations/Promotions
- Sales
Promote Consumer Rights Expected Outcomes
- Consumers
- Consumers are provided with reliable information to enable them to make informed choices about goods and services, and disputes arising from or in relation with CCM-certified businesses are resolved promptly, amicably, and reasonably in accordance with the CCM operating system.
- Company
- By enhancing the awareness of consumer rights among employees and in the CEO, and by continuously improving the quality of products and services from the consumer’s perspective, Hanatour can strengthen its internal and external competitiveness.
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CCM Mark
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Certification Institution
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Operation Institution
The CCM Premium Certification and our commitment to Customer-Centered Management is incorporated in all our travel services.
Certificates and Awards
Hanatour was the first company in the travel industry to be CCM-certified in 2012, and as of 2024, we obtained the CCM certification for 7 consecutive years.
CCM Certificate Download
Awarded the Best CCM of the Year in 2022 in recognition of its contributions to the development of the system itself, as well as increases in consumer benefits and satisfaction with exceptional CCM activities.
Main CCM Activities
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April 2013- HCSIHanatour Customer Satisfaction Index (HCSI) is an indicator for comprehensive evaluation of customer satisfaction, expectations, retention, referral and components of tour services, based on the experience of customers who have used our services. Hanatour operates this rating system to give full visibility to customer opinions in real time in order to improve customer service and product quality.
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April 2019- Guarantee ProgramHanatour was the first in the industry to introduce the Guarantee Program to ensure the best customer experience from the beginning to the end of a trip. The program demonstrates Hanatour’s commitment to the promises made to customers at each stage of the journey – planning, consultation, booking and travel.
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November 2020- SAFETY & JOYThis is Hanatour’s trusted Safe Travel Policy, which is applied to the entire travel process to ensure a safe and enjoyable trip, from before departure to after arrival.
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2009- Ranked 1st in the KCSI Travel Agency (Overseas Travel) Category for 13 Consecutive YearsThe Korean Customer Satisfaction Index (KCSI) is a representative indicator of customer satisfaction in Korea that reveals how satisfied customers are with the products and services offered by each sector.
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2019- Ranked 1st in the KS-SQI Travel Agency Category for 3 Consecutive YearsThe Korean Standard Service Quality Index (KS-SQI) is the only quality assessment in Korea for the service industry and the only assessment model reflecting the characteristics of each category of the service industry.
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2014~ Ranked 1st in the NCSI Tour Service Sector for 6 Consecutive Years to improve the quality competitiveness of companies, industries, and the nation and to improve the quality of life for the people.The National Customer Satisfaction Index (NSCI) is an indicator of customer satisfaction
CCM Case Study
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Actively Embracing Our Customers’ Opinions
As of November 2021, we have optimized our travel itineraries across all regions based on customer feedback regarding discomfort with activities such as elephant trekking and animal shows. We have removed and replaced elements perceived as animal cruelty, including harsh conditions in animal husbandry and shows, as well as interactions with animals in captivity.
- Travel Verifiers
- Choose Your Best Tour Guides and Private Tours
History of Hanatour CCM
Introduced CCM and declared the CCM management plan
First CCM-certified travel agency
First travel agency to be listed on HCSI
CCM renewed (three times in a row)
Assembled an industry-first customer advisory board
CCM renewed (four times in a row)
First agency in the industry to declare Service Identity
Introduced the Guarantee Program
CCM renewed (five times in a row)
Introduced SAFETY & JOY
CCM renewed (six times in a row)
Best CCM of the Year
Ranked 1st in KCSI (twelve years in a row)
Ranked 1st in KS-SQI (two years in a row)
Expand sustainable tours reflecting customer feedback
CCM renewed (seven times in a row)
Ranked 1st in KCSI (thirteen years in a row)
Ranked 1st in KS-SQI (three years in a row)
