Bithumb Tops 2026 National Customer Satisfaction Index's New Digital Asset Exchange Category
Summary
- Bithumb said it ranked first in the digital asset exchange category in the 2026 National Customer Satisfaction Index (NCSI) survey.
- Bithumb said it scored above the industry average in key indicators including customer expectations, perceived quality and perceived value.
- Bithumb said it has strengthened user convenience and customer support through remote account opening, Bithumb AI, and voice-recognition-based consultation support.
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Bithumb said on November 10 that it ranked first in the digital asset exchange category in the 2026 National Customer Satisfaction Index, or NCSI.
The NCSI is a customer satisfaction measure compiled by the Korea Productivity Center based on evaluations from actual service users. This year, the digital asset exchange category was newly added to the financial industry survey, and Bithumb posted the highest score among exchanges surveyed to become the first winner in the category.
Across evaluation items, Bithumb scored above the industry average in key indicators including customer expectations, perceived quality and perceived value. The findings showed users gave positive assessments not only for their expectations before using the service, but also for the quality and value they experienced during actual trading.
Bithumb has focused on simplifying trading procedures and improving user convenience. It introduced remote account opening to improve access to its service and also launched Bithumb AI, which uses artificial intelligence to summarize market trends in real time.
The company also strengthened its customer support system. It said it was the first domestic virtual asset exchange to apply voice-recognition-based consultation support at its customer center, improving the efficiency of counseling operations and the environment for responding to user inquiries.
"This first-place NCSI ranking is especially meaningful because it reflects the quality and satisfaction customers experienced directly while using Bithumb's services," a Bithumb official said. "We will continue to incorporate customer feedback into our services and will not stop innovating and improving them to create a trading environment that anyone can use more conveniently."
The survey was conducted among 556 users of domestic virtual asset exchanges who had traded at least three times in the won market over the past three months.
