GMO-PG Receives Highest 'Three Stars' in HDI Quality Rating Benchmark (Multi-channel)

GMO Payment Gateway, Inc. (President & Chief Executive Officer: Issei Aiura; hereinafter, GMO-PG), part of the GMO Internet Group, has acquired the highest 'Three Stars' rating in the 'Quality Rating (Multi-channel)' benchmark conducted by HDI-Japan (operated by ThinkService Inc.). This marks the eighth time the company has received this rating since 2018.

To improve peace of mind and satisfaction for its merchants, GMO-PG implements quality management combining the 'HDI Support Center International Certification (Seven Stars),' which evaluates center operations and systems every two years, and the 'Quality Rating (Three Stars),' which periodically assesses response quality. In 2025, the company successfully renewed its International Certification (Seven Stars). Backed by these internationally recognized evaluations and a proven track record of response quality, GMO-PG consistently provides a high level of support.

[Background and Overview]
In recent years, the use of generative AI and chatbots has advanced in customer support, automating routine inquiries. However, this has also meant operators are increasingly required to handle more complex and sophisticated inquiries in addition to providing swift responses.
Amidst these changes, GMO-PG's customer support operates under the philosophy of 'not only answering inquiries but supporting the growth of our merchants,' continuously working to improve response quality and enhance the service environment.

In the HDI Quality Rating Benchmark, the company received 'Three Stars' in the phone support category from 2018 to 2021, and expanded its evaluation scope to multi-channel (phone, email, and chat) from 2022 onwards, successfully maintaining the 'Three Stars' rating. Furthermore, regarding center operations, the company received the 'HDI Five Stars Certification' in 2019 and 2021, and in 2023, became the first in the payment processing industry to receive the 'HDI Support Center International Certification (Seven Stars)' (*1). The company has continuously built up external evaluations for both individual response quality and center operation systems.

The acquisition of 'Three Stars' in the multi-channel category is recognized as a result that once again demonstrates the company's ability to consistently provide high-level support under this quality management framework.
GMO-PG's strength lies in its ability to provide support with consistent quality across multiple channels, including phone, email, and chat. While differences in response quality often arise between channels, realizing stable support across all customer touchpoints has led to this high evaluation.
Moving forward, GMO-PG will continue striving to strengthen its support system so that merchants can use its services with confidence.

(*1) Announced on June 27, 2023: 'Payment Industry First: Acquired HDI Support Center International Certification (Seven Stars Certification)'
URL: https://www.gmo-pg.com/news/press/gmo-paymentgateway/2023/0627.html

[Comments from the Judges]
- They face the customer with sincerity, taking responsibility until the very end, and provide support that makes the value of the inquiry truly felt.
- It is a professional response that gives a sense of security through clear, easy-to-understand explanations and a positive attitude, guiding the customer smoothly to a resolution.
- They create an approachable atmosphere with their tone and wording, offering a sense of security.
- They constantly adopt the customer's perspective, closely empathizing with them and bridging the distance.

[About the HDI Quality Rating Benchmark]
The HDI Quality Rating Benchmark evaluates customer support from the customer's perspective, conducted by HDI judges based on evaluation criteria set according to HDI international standards. The rating is given on a four-tier scale: Three Stars, Two Stars, One Star, and No Star.
The 'Quality Rating (Multi-channel)' evaluates support as an after-sales service following a customer's purchase or implementation of a product or service. Based on recorded call logs of customer interactions and transmission logs of emails and chats, quality is evaluated across the following five areas:
- Service System
- Communication
- Response Skills
- Process / Handling Procedure
- Handling Difficulties

[About GMO Payment Gateway, Inc.]
GMO-PG is a PSP (Payment Service Provider) offering services centered on payments that support digitalization, cashless transitions, and DX. The annual payment processing value exceeds 23 trillion yen, and its comprehensive online payment service has been implemented by over 150,000 merchants, including EC operators and public institutions such as NHK and the National Tax Agency.
As a leading company in the payment industry...