Green SM starts collecting customer feedback, makes a service commitment of 10 'no's'

Xanh SM launches the program 'Xanh listens to you' - Photo: Xanh SM

Listen to customers

According to GSM representative, the "Green listens to you" program was piloted by GSM from June 21 to December 31, 2024.

Through valuable gifts to encourage customers to promote and accompany the driver team, GSM hopes to establish a new level of service standards in the ride-hailing industry, while creating strong changes in the green transportation trend in Vietnam.

With the desire to enhance the role of customers in setting service standards, and at the same time quickly and promptly receive feedback and contributions from customers during the service usage process, GSM will add the "Suggestion" function right on the Xanh SM application.

Customers can use this function to send feedback to Xanh SM, or reflect on things that they are not satisfied with or want Xanh SM to improve according to the "10 No" service commitment announced by the company.

Accordingly, the specialized department of Xanh SM will receive, verify information, classify, process and respond to customers as soon as possible.

If any feedback is determined to be accurate, contributing to improving the standards of drivers or service standards, customers will receive meaningful gifts, valued from 100,000 to 5,000,000 VND/time. This amount will be converted into service benefits through prepaid cards of Xanh SM.

At the same time, Xanh SM will strengthen professional training, issue standards and codes of conduct for drivers, ensuring consistent quality among service platforms including Xanh SM Taxi, Xanh SM Luxury, Xanh SM Platform, Xanh SM Bike and Xanh Express.

Through that, Xanh SM and its team of drivers and staff are committed to establishing and providing 5-star green mobility services nationwide.

Xanh SM starts collecting customer opinions, makes a service commitment of 10 'no's' - Photo: Xanh SM

Towards mobility satisfaction with Green SM

This is the first time in Vietnam that a transportation service business unit has implemented a gift giving program with great value to encourage customers to join hands to contribute, in order to further improve and enhance service quality.

This not only demonstrates the spirit of learning and listening to customers, but also shows the determination to eliminate inappropriate behaviors, thereby raising industry standards and creating development motivation for the entire GSM team.

Mr. Nguyen Van Thanh - General Director of GSM Global - said: " After the policies of reducing fares for customers and increasing revenue sharing for drivers through the program "Green Summer for a Green Future", we continue to implement the program "Green listens to you" to further improve service quality and driver quality, ensuring maximum satisfaction and peace of mind for customers.

I believe that the drastic, consumer-oriented actions that Xanh SM is implementing will receive strong support from both drivers and customers, thereby contributing to setting a new standard for green mobility services using electric vehicles, further promoting the green transition in transportation in Vietnam."

Up to now, after more than a year of launching, Xanh SM has been present in 45 provinces and cities, cooperating with more than 35 partner businesses and attracting thousands of drivers to join the Xanh SM Platform to provide green mobility services by electric vehicles to tens of millions of customers nationwide.

Quickly rising to the top 2 in the market after just over 7 months, Xanh SM has created positive changes to the face of urban traffic in Vietnam, while also making a strong contribution to reducing toxic emissions into the environment.

Xanh SM's "10 no" service commitment:

1. No rude/inappropriate language, attitude, behavior or harassment of customers in any form.

2. Do not commit fraudulent acts such as: not creating trips/intentionally turning off the app when serving customers...

3. Do not make any requests or suggestions that are meant to extort customers, such as: asking customers to pay extra fares/tips for the driver/pay higher tolls than actual/asking customers to pay in cash...

4. Do not refuse to assist customers in the event of an accident/incident.

5. Do not wear inappropriate clothing (including clothes and shoes) when using Xanh SM vehicles.

6. Do not use alcohol/beer or stimulants during working hours/when serving customers.

7. Do not intentionally damage or allow others to damage the vehicle/vehicle equipment.

8. Do not illegally appropriate/use customers' assets and goods (including handing over customers' assets to unauthorized persons for management/use).

9. Do not arbitrarily record/take photos and distribute or use customer images for personal purposes.

10. Do not store, transport or use drugs.

Customers can give feedback to Xanh SM and drivers via the ride-hailing app (error reporting function) or email: report@xanhsm.com.

Source: https://tuoitre.vn/xanh-sm-khoi-dong-lay-y-kien-khach-ra-cam-ket-dich-vu-10-dieu-khong-20240621141737755.htm