POLICY ON RECEIVING FEEDBACK ON PRODUCT PERFORMANCE AND FEATURES

Lancs Vietnam Network Technology Joint Stock Company (abbreviated as Lancs Net., JSC) hereby announces the Policy on receiving feedback regarding product performance and features. This policy aims to improve product/service quality and enhance user experience by listening to and collecting feedback from customers.

We are committed to protecting customers’ personal information and will make every effort to apply appropriate measures to ensure that all information provided by customers during the use of our products/services is processed promptly, effectively, and in compliance with applicable laws.

 

ARTICLE 1. PURPOSE AND SCOPE

Purpose: To improve product quality and enhance customer experience by listening to and collecting feedback from customers.

Scope:

• This policy applies to all products and services provided by Lancs Vietnam Network Technology Joint Stock Company (Lancs Net., JSC) to customers.
• These products and services may include software, hardware, mobile applications, websites, physical products, customer support services, and other services used by customers.

 

ARTICLE 2. FEEDBACK SUBMISSION PROCESS

1. Communication Channels

• Email: A dedicated email address for customers to submit feedback.
• Hotline: A hotline or call center number that customers can use to submit feedback.
• Online Form: An online form or link on the Lancs Net., JSC website for customers to provide their feedback.

2. Information Requirements

• Current feature description: Customers are required to provide a detailed description of the current feature of the product or service they are submitting feedback on.
• Improvement suggestions: Customers should propose improvements or changes they would like to see in the product features.
• Reason: Customers should explain the reasons for their suggestions, including any issues or limitations they have encountered with the current features.

3. Recording and Processing

• Lancs Net., JSC ensures that all feedback is recorded carefully.
• Lancs Net., JSC has a process for handling feedback, including classification, prioritization, and assignment to relevant departments for resolution.

4. Response and Follow-up

• Lancs Net., JSC will respond to customers regarding the receipt of their feedback and its processing status.
• Customers may track their feedback to ensure it is handled in a timely manner and meets their expectations.

 

ARTICLE 3. COMMITMENTS OF LANCS NET., JSC

1. Acknowledgement of Feedback

• Lancs Net., JSC commits to acknowledging receipt of customer feedback within 48 hours after submission.
• This ensures that customers are aware their feedback has been received and will be reviewed.

2. Review of Feedback

• Lancs Net., JSC commits to reviewing all customer feedback seriously and fairly.
• All feedback will be carefully evaluated without discrimination based on its source or nature.

3. Integrity and Transparency

• Lancs Net., JSC commits to maintaining integrity and transparency in handling customer feedback.
• This includes ensuring that feedback information is not altered or concealed, and that improvement measures are implemented based on facts and fairness.

4. Response and Notification

• Lancs Net., JSC commits to providing feedback to customers regarding the handling of their submissions.
• Customers will be informed of any improvements or changes made based on their feedback.

 

ARTICLE 4. FEEDBACK HANDLING PROCESS

1. Feedback Analysis

• Lancs Net., JSC will collect all customer feedback through established communication channels (email, hotline, online form).
• Feedback will be categorized and assigned to relevant groups based on the product features or performance aspects being addressed.

2. Evaluation and Prioritization

• Each feedback item will be evaluated based on its impact and prioritized according to its importance and effect on the product and customers.
• Urgent or high-impact feedback will be prioritized for handling.

3. Assignment and Processing

• Feedback will be assigned to relevant departments or specialized teams for handling and resolution.
• Each feedback item will be assigned a processing status and a responsible person.

4. Review and Decision

• Feedback will be thoroughly reviewed to fully understand the issues and improvement suggestions from customers.
• Based on the evaluation, Lancs Net., JSC will decide on improvement measures or changes to address the issues or meet customer requirements.

5. Response and Notification

• Customers will receive feedback regarding the handling of their submissions, including information on improvements or changes implemented.
• Estimated processing and response times will be provided to maintain transparency in the process.

 

ARTICLE 5. RESPONSE AND COMMUNICATION

1. Providing Feedback Information

• Lancs Net., JSC commits to providing customers with information regarding the status and results of their feedback handling.
• This includes details on how the feedback has been received, processed, and the final outcome.

2. Additional Communication Channels

• Ensure that customers have a communication channel to exchange further information if needed.
• Communication channels could be a phone number, email address, or an online form that they can use to send further information or ask questions related to their feedback.

3. Response Timeline

• Specify a specific timeframe within which Lancs Net., JSC commits to responding to customers after receiving their feedback.
• This timeline is usually stated in the initial feedback confirmation notice and may vary depending on the nature and priority of the specific feedback.

4. Effective Communication

• Lancs Net., JSC ensures that feedback is communicated clearly and directly to customers.
• Use easy-to-understand language and avoid complex technical jargon when unnecessary.

 

ARTICLE 6. SECURITY AND PRIVACY

1. Protection of Personal Information and Feedback Details: Lancs Net., JSC is committed to seriously protecting the personal information and feedback details of its customers. Personal information such as name, address, phone number, email address, and any other sensitive information will be protected and used only for the purpose of processing the feedback.
2. Discreet and Privacy-Respecting Feedback Processing: Lancs Net., JSC ensures that all feedback is processed discreetly and respects customer privacy. The information and details in customer feedback will be kept confidential and will only be disclosed to departments or individuals with specific needs to process that feedback.
3. Data Protection: Lancs Net., JSC will implement appropriate data protection measures to ensure that personal information and customer feedback details are protected from loss, unauthorized use, or unauthorized access.
4. Employee Training

• Employees will be trained on policies and procedures related to security and privacy, particularly in handling customer personal data.
• Ensure that employees understand and comply with all principles and regulations related to information security.

5. Periodic Review and Assessment

• Conduct periodic reviews and assessments of compliance with security and privacy regulations in the process of receiving and handling feedback.
• Implement necessary improvements to ensure the highest level of protection for customer data and privacy.

 

ARTICLE 7. POLICY DISCLOSURE

1. Publication on the Website of Lancs Net., JSC

• The policy will be published on the Lancs Net., JSC website, typically in easily accessible locations such as the customer support or contact pages.
• This allows customers and partners to easily access information on how Lancs Net., JSC receives and handles feedback on product performance and features.

2. Notification to Customers and Partners: Lancs Net., JSC may also send notifications about new policies to its customers and partners. These notifications may be sent via email, website announcements, or any other communication channel that Lancs Net., JSC uses to communicate with customers and partners.
3. Purpose of the Announcement

• The purpose of announcing the policy is to create transparency and trust in the process of receiving and handling customer feedback regarding product performance and features.
• It also helps strengthen the relationship between Lancs Net., JSC and its customers by letting them know that Lancs Net., JSC is taking concrete steps to listen to and respond to their needs.

 

ARTICLE 8. ESTABLISHMENT OF FEEDBACK CHANNELS

1. Establishing Feedback Channels

• Feedback channels may include dedicated email addresses, online forms on the Lancs Net., JSC website, or feedback tracking systems integrated into the company’s management system.
• Each channel is designed to collect necessary information and ensure that feedback is directed to the appropriate department or responsible personnel.

2. Convenience and Usability

• Feedback channels must be simple and easy to use, ensuring customers can submit feedback quickly and without difficulty.
• Online forms or tracking systems should be optimized to clearly and systematically collect required information.

3. Continuous Monitoring

• Lancs Net., JSC ensures that feedback channels are continuously monitored to guarantee timely receipt and processing of all feedback.
• Continuous monitoring helps ensure no feedback is overlooked and customers receive responses as quickly as possible.

 

ARTICLE 9. TRAINING AND AWARENESS

1. Employee Training

• Lancs Net., JSC commits to training employees on policies and procedures for receiving and handling feedback on product performance and features.
• Training may include explanations of regulations, processes, and specific responsibilities of each department.

2. Awareness of Importance

• Through training, employees will understand the importance of receiving and handling customer feedback.
• They will recognize that feedback is not only an opportunity to improve products but also to enhance customer experience and build long-term relationships.

3. Enabling Understanding and Collaboration: Lancs Net., JSC facilitates discussions among employees, prompting them to ask questions and share experiences related to receiving and handling customer feedback. This helps create an open and supportive work environment where employees feel confident and comfortable performing their duties.

 

ARTICLE 10. MONITORING

1. Performance Monitoring and Evaluation

• Lancs Net., JSC monitors and evaluates the effectiveness of the policy, including measuring feedback processing time and customer satisfaction levels.
• Tracking processing time ensures timely handling, thereby improving customer satisfaction and reinforcing customer trust and support.
• Evaluating customer satisfaction helps identify strengths and weaknesses of the policy, enabling appropriate improvements.

2. Continuous Improvement

• Based on collected data and feedback from customers and employees, Lancs Net., JSC continuously updates and improves the policy.
• Improvements may include adjusting feedback handling processes, enhancing feedback channels, or strengthening employee training.
• Continuous improvement based on feedback and real-world experience helps Lancs Net., JSC consistently enhance service quality and customer satisfaction.