Customer Feedback Follow-Up Process

To better understand and improve our services, we invite customers who rated us as “3 – Satisfied” on the CSAT survey to share more detailed feedback. The invitation to provide this feedback may vary depending on the product or service they received.

Here are some common scenarios where this applies:

Mopio Club Registration or Warranty Activation
Customers who have completed their registration or warranty activation may receive a feedback invitation.
Logistics Inquiries (Delivery Updates or Requests)
Customers who contacted us regarding delivery updates or related concerns may be invited to share their experience.
Quality-Related Issues Resolved with Partial Refund or Replacement
If a customer reported a quality issue that we resolved through a partial refund (PR%) or replacement, they may be asked for additional feedback.
Remorse Returns Accepted with Partial Refund
In cases where a customer accepted a partial refund in lieu of returning the product, we may follow up for feedback.

We value every customer's voice and strive to ensure their satisfaction with our service and support.

Product Reviews and Our Common Responses

After receiving a CSAT3 (Satisfied) rating and sending the appropriate Invitation Survey to the customer, please add the tag “Invitation Sent” to the case/ticket to ensure proper tracking.