DIỄM

Hello everyone, I'm Diem. I am the chair of this meeting. Today we will have a
meeting to discuss customer feedback on direct sales and e-commerce over the past
year. Now we will start with direct sales.
HUY
Hello, everyone! I'm Huy, and I'm here today with my colleague, Phuong.
Today. We'll discuss a critical topic: "A comparison of customer satisfaction ratings
before and after providing our sales team with people skills training in Q2."
I will cover the first two parts of our presentation, and Phuong will take us through
parts 3 and 4.
In Quarter 1,
Our overall satisfaction rating was just 61%.
25% of neutral customers did not give a satisfied or dissatisfied opinion
Unfortunately, this wasn't great, 14% of our customers were dissatisfied.
We estimated that around 47% of our customers didn't provide feedback during this
period, which left us with limited data to work with.
So, what did we find when we looked into this further in Quarter 1?
First, 72% of the customers who didn't leave feedback were either neutral or
dissatisfied with our services. This indicates a potential issue with customer
satisfaction.
Additionally, we discovered that 91% of these customers just wanted simple,
friendly advice about our products and not overly technical explanations.
This information serves as important when it comes to addressing our customer
satisfaction issues.
Now, I'll hand it over to Phuong, who will take us through the latter part of our
presentation
PHƯƠNG
Thank you Huy for the information in the first quarter. With that information, in
order to improve customer satisfaction, We conducted three four-hour in-person
training sessions to train employees' skills during the second quarter. The content
of the training session includes: how to explain things in simple English, dealing
with difficult customers and building a relationship with the customer. This
training content will help customers have a better experience when interacting with
employees. Additionally, a six-week mobile learning program was offered to
provide flexibility for learning and application.
In conclusion, the training program has been highly successful, resulting in a
nearly one-third increase in customer satisfaction. The satisfaction rating has
become more accurate, and ongoing improvements are planned to ensure excellent
customer service. Thanks to all participants for their feedback and involvement.
DIEM
And that's a presentation about customer feedback in direct selling. Next we'll hear
about customer feedback in e-commerce.
TRANG
Good morning, everybody. My name is Phu Trang, an analyst at our e-commerce
company. Joining me today is [Presenter 2], a technical innovation.
Today, we'll look at customer visits to our e-commerce site before and after the
revamp in the second quarter of this year.
I'll start by reporting information on customer traffic data for the first quarter. Even
though the industry average is 35,000 visits per day and our goal was 40,000 visits
per day, we only achieved 23,000 visits per day, which was well below our target
wait.
After researching it we discovered some technical errors with the website. The first
problem is slow access speeds which cause customers to lose interest and leave the
website. The next problem we encounter is the user-friendliness of the website, the
website is too complicated, making it difficult for users to operate, leading to a bad
purchasing experience. And the last thing is that the website stopped working in
February, causing us to lose business.
I will now turn the keynote over to my colleague, [Presenter 2], to provide more
insight into the technical challenges encountered on our e-commerce platform.

TAM
Thank you Phu Trang for the presentation of the first quarter and for the problems
we face.
Next, I will present the technical improvements to solve the above problems in the
second quarter.
- First, we moved the website to a new, more powerful server to speed up
access and be more reliable.
- The second thing we edited was to redesign the website, which not only
made the website easier to use for users but also made the website look
better to attract users.
- The last technical improvement we made was to install a better website
optimization tool, which will make us easier to find online.
With these technical improvements, our number of visits per day has changed
significantly. In the third quarter, the number of visits per day increased to
39,000/perday, which is good news for us. By the fourth quarter, we received even
better news when daily visits increased to 45,500/perday.
Overall, over the past year, customer visits doubled from Q1 to Q4. We also
exceeded our Q1 target by 13%. These numbers come from improving technical
systems to solve our problems. Currently, we are ahead of all major competitors in
this market. This is the end of my presentation, thank you for listening.
DIEM
After listening to a presentation about customer feedback on both offline and
online sales. We saw that testing and improving service contributed significantly to
the business as customer satisfaction increased by almost a third and daily visits to
the website exceeded targets in the first quarter. To be able to maintain and
continue to develop, we need to discover shortcomings and improve our system in
the near future. Thank you all for coming today. I appreciate your time and
insights. I'll send out a summary of our discussion later this week.