Rakuten Card Receives Highest 'Three Stars' Rating for Third Consecutive Year in HDI Rating Benchmark's 'Web Support Rating' and Second Consecutive Year in 'Contact Center Rating'

Rakuten Card Co., Ltd. (hereinafter referred to as "the Company") is pleased to announce that it has received the highest 'Three Stars' rating for the third consecutive year in the "Web Support Rating" and for the second consecutive year in the "Contact Center Rating" in the HDI Rating Benchmark, organized by HDI-Japan (operated by Think Service Co., Ltd.), the world's largest membership organization for support services. 1. Regarding "Web Support Rating" * Users can quickly obtain the information they need. * Each content is well-organized, allowing for smooth use, and the content can be intuitively understood at a glance, providing high usability. * It is easy to understand the types and differences of cards, making comparison and consideration simple. * The diagnostic function is convenient for finding a card that matches specific needs. 2. Regarding "Contact Center Rating" * Inquiries are proactively and promptly understood, and politeness and respect are consistently shown. * The tone of voice and expressions are bright, creating an approachable atmosphere and leaving a good impression. * Questions are clearly answered after careful listening, the flow is smooth, and explanations are easy to understand. Based on its "Customer Service Basic Policy," the Company constantly puts itself in the customer's shoes and strives for their satisfaction by responding to feedback and requests received through contact centers and other channels, and by continuously working on improving products, services, and quality. For Web support, as customer needs diversify, the Company is enhancing FAQs and providing AI chatbots to ensure customers can use their cards comfortably and securely. In April 2026, the "Rakuten Card Chat Support," which allows inquiries to operators via chat, fully introduced an AI search system to provide faster and more accurate answers. For inquiry desks, the Company prioritizes courteous and smooth responses by operators with specialized knowledge, valuing a posture that empathizes with customers' questions and concerns. Moving forward, the Company will continue to respond to changes in the social environment and diverse customer needs, striving for further quality improvement and operational efficiency, aiming to provide secure and user-friendly services that cater to customers. [About Rakuten Card Co., Ltd.] Rakuten Card Co., Ltd. has been issuing "Rakuten Card" since July 2005. It aims to expand credit card services and functions and support comfortable and prosperous daily lives through secure and easy-to-use financial services. In fiscal year 2025, the annual shopping transaction volume reached 26.5 trillion yen, and the number of cards issued exceeded 33.41 million (as of December 2025). For details, please visit https://www.rakuten-card.co.jp/. [About HDI-Japan] https://www.hdi-japan.com/ HDI is the world's largest membership organization in the support services industry, with approximately 100 chapters and districts worldwide. HDI-Japan, established under the same concept, surveys the content and quality of corporate "inquiry desks" and "web support" for each industry and conducts ratings from three stars to no stars based on HDI International Support Standards.