Summary

  • Bithumb said it ranked first in the digital asset exchange category in the 2026 National Customer Satisfaction Index (NCSI).
  • Bithumb said it scored above the industry average on key measures including customer expectations, perceived quality, and perceived value.
  • Bithumb said it has strengthened user convenience and service quality through simplified trading procedures, remote account opening, Bithumb AI, and voice-recognition consultation support.

Forecast Trend Report by Period

Bithumb said on Nov. 10 that it ranked first in the digital asset exchange category in the 2026 National Customer Satisfaction Index, or NCSI, survey.

The NCSI is an index that measures satisfaction among actual service users and is conducted by the Korea Productivity Center. The digital asset exchange category was newly introduced to the financial sector this year, and Bithumb posted the highest score among the exchanges surveyed, becoming the first company to top the category.

By metric, Bithumb scored above the industry average on key indicators including customer expectations, perceived quality and perceived value. The results indicated users gave positive evaluations 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 service accessibility 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 a voice-recognition-based consultation support function at its customer center, improving the efficiency of customer service operations and the environment for responding to user inquiries.

A Bithumb official said the top NCSI ranking was especially meaningful because it was based on the quality and satisfaction customers experienced directly while using Bithumb's services. The company will continue to incorporate customer feedback into its services and press ahead with innovation and service improvements to create a more convenient trading environment for all users, the official added.

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.

Suehyeon Lee