Meet the CEO of Vietnam’s fast-growing food delivery startup who personally responds to customer feedback on social media

Loship CEO Trung Hoang Nguyen might not be active on social media, but when it comes to responding to customer feedback, he takes it very seriously.

It comes as no surprise that most startup CEOs are so busy being the “Chief Everything Officer”. Long story short, these individuals are responsible for strapping on and carrying a load, an entire company, on their backs. This is a lot of pressure. However, when a CEO spares his valuable time interacting and solving customer’s problems, you know what really lies on top of his priority lists.

Recently, Trung Hoang Nguyen, CEO of Loship – Vietnam’s fastest-growing delivery startup, has attracted attention when directly commenting on a driver’s post in just ten minutes. In particular, the driver gave feedback and recommendations about some features that need upgrading and modifying to make the Loship’s driver application more convenient and systematized.

This social media feedback post aims to contribute to the improvement and development of Loship’s driver application. Specifically, the driver suggested two new features for the app: (1) allowing drivers to automatically accept orders and (2) send a notification to the merchant that the driver has confirmed with the customer and is on his way to pick up the goods.

“It feels like 20 seconds to accept an order is too short, especially when we stuck at a red traffic light. So, I recommend a feature of self-accepting orders to help ease our problems. One more recommendation is the function of notifying the stores that “I’ve already confirmed with the customer about the order. Kindly prepare the dish as I’m on the way to pick up.” I believe every driver has experienced the feeling of waiting 30-35 minutes for the dish to be prepared as the store is afraid of the cancellation scam,” according to the driver’s post.

Upon receiving the feedback, the Loship CEO directly acknowledged and replied that he would take action on this and make it happen within 2 weeks.

“Hi Bao,

I’m Trung, CEO of Loship. Your feedback is valuable to us as we improve our products to satisfy our customers and drivers. However, sometimes, we fail to recognize all the difficulties and challenges our drivers have encountered. Your suggestions are entirely accurate and exactly what Loship is looking for. Please rest assured that we’ll take them into account and prioritize developing them as soon as possible:

a/ Allow automatic-accepting orders
b/ Send notification to the merchant that the driver is on the way to pick up the goods.

Two features above will be completed in October. Thanks and I look forward to receiving your continuous contribution to Loship.”

After two weeks, the Loship engineering team has completed new features based on the driver’s inputs. Loship has shown its speed in handling customer problems and turning viable recommendations into actual practice. “Drivers are also our customers, and it’s our job and responsibility to take the best care of them,” said Trung.

This was not the first time the Loship CEO has shown genuine interest and quickly responded to customer feedback. Recently, another Loship driver has proposed a store locator feature that helps drivers find a specific physical store’s location and directly guides them there. Shortly after that, Trung replied that Loship would implement this feature in November.

It’s known that Trung Hoang Nguyen applies the 30-minute rule to his customer services team. Every message or email from customers must be replied to within 30 minutes. The mailbox must always be brought to inbox zero, and no customers’ comments on social media go unaddressed.

We all know how busy every CEO is. The way CEOs allocate their time and their presence is crucial, not only to their own effectiveness but also to their companies’ performance. Hence, the fact that Loship CEO actively engages with his customers shows that he truly values them and that customers always come first.

“My schedules may be hectic, but when it comes to customers, I’m available at any time of the day,” shared Trung.

“Customer feedback is a great source for constant product improvement and is the cornerstone of growth initiatives. It points out aspects of your product that need improvement, which you might not consciously realize. You can, of course, either ignore the feedback or use them to make meaningful changes to your product.” added Loship CEO Trung Hoang Nguyen.