Suggestions & Feedback

About 1538 wordsAbout 5 min

2026-04-07

Magicsoft attaches great importance to customer suggestions and feedback, consistently regarding them as crucial foundations for product optimization, service enhancement, and long-term partnerships. We firmly believe that every suggestion represents customer trust and expectations, and every piece of feedback serves as a catalyst for system evolution. Through systematic feedback mechanisms and continuous improvement systems, we ensure that every opinion is valued, responded to, and implemented, achieving continuous evolution of services and products.

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📋 Feedback & Suggestions

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1. Multi-Channel Feedback Mechanism

To facilitate customers in expressing their needs and opinions at any time, we have established diverse, low-barrier feedback channels to ensure customers can efficiently communicate problems and suggestions at any stage and in any scenario:

Feedback Channel	Applicable Scenarios	Response Time
Online Customer Service & Instant Communication Tools	Daily issues, urgent inquiries	Instant response (business hours)
Project Communication Groups & Dedicated Contact Windows	Project-period issues, requirement clarification	Confirmation within 2 hours
Email & Ticketing System	Formal suggestions, complex problem descriptions	Response within 24 hours
Regular Communication Meetings (Weekly/Monthly/Review)	Phase-based feedback, systematic suggestions	Meeting minutes synchronized same day
Customer Satisfaction Survey Questionnaires	Anonymous feedback, quantitative evaluation	Quarterly/Annual summary analysis
Dedicated Customer Success Manager Direct Line	Strategic customer-specific suggestions	One-on-one exclusive channel

💡 Value: Eliminate the barrier of "wanting to speak but not knowing who to contact," making feedback a daily dialogue between customers and Magicsoft.

2. Quick Response & Processing Mechanism

Magicsoft has established standardized response processes to ensure feedback processing efficiency and avoid issues being ignored:

Step 1: Unified Collection & Classification

📥 All feedback enters a unified ticketing system with automatic classification (feature suggestions / experience issues / performance defects / new requirements / complaints, etc.)
🏷️ Automatic tagging (customer tier, project stage, urgency level)

Step 2: Priority-Based Graded Processing

Priority	Type Examples	Response Target
P0 (Critical)	System failures, fund issues, security vulnerabilities	Response within 1 hour, resolution within 24 hours
P1 (High)	Core function abnormalities, serious usage impact	Response within 4 hours, resolution within 48 hours
P2 (Medium)	Experience optimization, non-core feature suggestions	Confirmation within 1 business day, included in iteration
P3 (Low)	General inquiries, future requirement research	Response within 3 business days

Step 3: Assign Owner for Follow-up

👤 Each feedback is assigned a unique Owner (Product / Technical / After-sales)
⏰ Establish feedback processing SLA with automatic escalation for overtime

Step 4: Full Process Tracking Until Closure

🔄 Customers can view processing status in real-time (Processing → Testing → Deployed → Pending Acceptance)
✅ Customer confirmation required before issue closure; reopened if not satisfied
💡 Value: Ensure customer issues have feedback, progress, and results, avoiding "feedback that equals no feedback."

3. Suggestions Transformed into Product Optimization

For suggestions with universal value, Magicsoft conducts systematic analysis and documentation, integrating customer wisdom into product capabilities:

📋 Incorporated into product optimization and version iteration plans — Monthly product committee meetings to evaluate and prioritize customer suggestions
🎨 Optimize user experience and system functions — High-frequency suggestions serve as important input for the product Roadmap
🧩 Form standardized capability modules — Generalizable suggestions are documented into reusable components, benefiting all customers
📝 Enhance overall product maturity — Each version update log marks contributions "from customer suggestions"

Typical Case:

💡 An e-commerce customer suggested adding a "multi-level distribution commission automatic settlement" feature. After evaluation, Magicsoft incorporated it into the Magic Partner product line, now serving over 20 similar customers.
💡 Value: Enable every valid customer suggestion to be transformed into higher-quality product capabilities, achieving "one person proposes a suggestion, multiple people benefit."

4. Regular Follow-up & Satisfaction Assessment

To continuously improve service quality, Magicsoft proactively conducts customer follow-ups rather than passively waiting for feedback:

📅 Project phase satisfaction surveys — Conducted after requirement confirmation, UAT testing, and go-live
📊 Post-launch usage experience feedback — Proactive follow-ups at 1 month, 3 months, and 6 months after launch
💬 Issue and improvement suggestion collection — Open-ended questions to uncover latent needs
🚀 Subsequent requirement mining — Proactively propose upgrade recommendations based on business development

Research Methods:

📋 Structured questionnaires — NPS, CSAT scoring
🎙️ In-depth interviews — Strategic customers
📈 Product usage data analysis — Feature usage rates, anomalous behaviors
💡 Value: Establish long-term trust relationships through continuous communication, upgrading from "passive response" to "proactive care."

5. Problem Review & Continuous Improvement

For important issues or project experiences, Magicsoft conducts in-depth review analysis to prevent similar problems from recurring:

Review Process

📝 Problem description and impact assessment
🔍 Root cause analysis (5 Whys, Fishbone Diagram)
🛠️ Improvement measure formulation (Short-term fixes + Long-term mechanisms)
👥 Accountability and tracking
📚 Internal knowledge base documentation

Improvement Outputs

✅ Process and mechanism optimization — Such as stricter requirement reviews, supplementary test cases
⚙️ Technical solution improvements — Such as architecture adjustments, code specification updates
📖 Internal experience documentation — Review reports, training materials, checklists
💡 Value: Avoid recurrence of similar problems, achieve continuous organizational capability improvement, and make every issue a stepping stone for team progress.

6. Customer Participation & Co-Building Mechanism

Magicsoft encourages customers to upgrade from "users" to "co-builders," deeply participating in product and service optimization processes:

Participation Method	Content	Customer Value
Product Planning Discussions	Invitation to product Roadmap review meetings	Ensure product direction aligns with actual business
Priority New Feature Experience	Priority access to grayscale versions and Beta testing	Gain competitive advantage early
Industry Solution Co-Building	Jointly create benchmark cases and industry templates	Enhance industry influence
Customized Deep Cooperation	Exclusive feature development, joint intellectual property	Obtain differentiated competitive advantages
Customer Advisory Committee	Regular strategic dialogues, influencing Magicsoft decisions	Deep binding, long-term win-win

💡 Value: Achieve an upgrade from "service relationship" to "co-building relationship," making customers part of the Magicsoft ecosystem.

7. Feedback Loop Transparency Commitment

Magicsoft makes clear commitments to customers: Every suggestion will receive a response, and every issue will have a conclusion.

⏱️ Public feedback processing SLA — Customers can view response and resolution timeframes for different issue types on the official website
🔎 Real-time feedback status visibility — Processing progress of each suggestion is displayed in the customer portal
📊 Regular feedback summary reports — Quarterly "Customer Suggestion Adoption List" pushed to customers, explaining which suggestions have been implemented
❓ Reasons provided for unadopted suggestions — Respecting every effort, explaining business or technical considerations
💡 Value: Build trust, encouraging customers to continuously provide high-quality suggestions, forming a positive cycle.

Magicsoft regards "suggestions and feedback" as a core driving force for growth:
📥 Starting with customer feedback — Establishing a low-barrier, multi-channel collection system
⏱️ Committing to rapid response — Standardized, transparent processing workflows
🔄 Path of continuous optimization — Transforming suggestions into product capabilities and internal improvements
🤝 Ending with co-building relationships — Making customers part of the ecosystem

💡 We firmly believe: The best products are refined together with customers.

Through this system, Magicsoft continuously evolves, together with customers, making every feedback a beginning of value creation.

📧 Email: service@magicsoft.group
🌐 Website: https://www.magicsoft.group