Just a few days after the e-wallet fee policy caused controversy, VETC decided to stop the implementation plan, and at the same time apologized to customers.
The business admitted that the process of building, communicating and planning to apply policies was not complete, did not meet expectations, did not create a good experience as well as customer consensus.
After VETC, Viettel Money also officially announced the cessation of collecting transaction processing fees through the station for customers linked to ePass traffic accounts.
The decision was made after the unit recorded customer feedback related to the transaction processing fee policy through the station.
This is a move showing that businesses have received market feedback and reconsidered policy implementation plans.
When a policy has not created consensus, it is necessary to re-evaluate and consider the points that need to be adjusted.
An apology, along with reviewing a policy, in this case does not weaken the business. On the contrary, it is a necessary way for businesses to look back at themselves and correct them to be appropriate.
What users are interested in is not the number 6,600 VND, but the question of how this fee is formed, what service value it is associated with and whether users really have a convenient choice or not.
VETC and Viettel Money's decision to stop the implementation of e-wallet fee collection after mixed reactions from customers is a lesson about how a policy that wants to go into life needs to be calculated from the perspective of those who will be affected, explained transparently and most importantly, know how to adjust when reality shows that the policy has not received consensus.
Receiving feedback from customers and adjusting the implementation plan is an important requirement in service management, especially with policies that affect the majority of users.
