Actionable Feedback Policy

Introduction

At BKPOWER, we highly value the feedback from our customers. We are dedicated to continuously enhancing the quality of our UPS power solutions and the level of our services based on your valuable feedback. This actionable feedback policy outlines how we collect, respond to, and act upon customer feedback to drive improvements in our products and services.

Feedback Collection Channels

We have established multiple channels to collect customer feedback to ensure the convenience and accessibility for our customers to share their opinions and suggestions:

• Customer Service Hotline: Our customer service hotline is available to promptly address your inquiries and feedback regarding our UPS products.
• Email: You can send detailed feedback to our designated customer feedback email address. We will carefully review and respond to your emails.
• Online Contact Form: On our official website, you can easily find the online contact form to submit your feedback. This form allows you to specify the product or service you are referring to and provide specific details.
• Social Media Platforms: We actively engage with our customers on social media. You can leave comments or messages on our social media accounts, and we will promptly attend to them.

Feedback Response Mechanism

We are committed to promptly acknowledging receipt of your feedback. Depending on the nature and complexity of the feedback, we will provide a preliminary response within a specific timeframe to inform you that we have received your input and are actively working on it.

Feedback Classification and Prioritization

Feedback will be categorized based on its nature to better understand customer needs and concerns. We will then prioritize the feedback according to its urgency and potential impact on customers. For instance, feedback related to product malfunctions or safety issues will be given top priority and addressed immediately.

Feedback Utilization and Improvement Actions

Your feedback is a driving force for our progress. We will conduct in-depth analyses of the feedback and implement targeted improvement actions. These may include optimizing product designs, enhancing manufacturing processes, refining service workflows, and providing additional customer support resources.

Feedback Follow-up

After implementing improvement actions, we will follow up with customers to inform them of the changes made based on their feedback and to gather their opinions on the effectiveness of the improvements. We will also periodically share summaries of feedback and improvement outcomes on our website or through customer communications to demonstrate our commitment to taking customer feedback seriously and making continuous improvements.

Continuous Improvement Commitment

We regard customer feedback as a valuable asset that helps us continuously improve and innovate. By actively listening to and acting on customer feedback, we strive to enhance customer satisfaction and loyalty, and to become a more reliable and customer-centric UPS power solutions provider.