SOOP ESG2024

We believe that the creativity and ambition of our streamers are the key drivers of our platform’s sustainable growth, and is committed to shaping a streaming environment that encourages user participation through a variety of content formats and real-time interactivity. These efforts are leading to tangible growth opportunities, such as increased content consumption, greater user satisfaction and a wider global audience.

Strategy & Policy

Under the vision of becoming a “media platform owned by the users,” we place user trust at the core of operations. Our top priorities are improving user satisfaction and creating a responsible community environment, and to this end, have a system that collects real-time user feedback through both online and offline communication channels and reflect that input to improve our services. We also provide clear standards in our Operating Policy on content usage and community participation, and stipulate the rights and responsibilities of the company and users in our Terms of Use, to lay a solid foundation for platform transparency and user protection. Additionally, we constantly improve our communication system by monitoring complaints, training counselors and conducting regular user satisfaction surveys, and conduct other various activities.

Key Performance

SOOP continues to shape a user-friendly service environment by making the platform easier to use. We will continue to enhance UI-UX, improve accessibility and refine the overall user experience to further increase user satisfaction.

User Communication Channels

SOOP operates various communication channels and engagement programs for better user satisfaction and foster a trust-based platform. We reflect users' voices in real time through extended Customer Service Center hours, regular meetings and "SOOP talk SOOP talk!", as well as a Supporters program for core users. Through these efforts, we are building trust with our users and reinforcing their loyalty and satisfaction with the platform.

User Satisfaction Management Process

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  STEP 01

  Identification

  • Host online and offline user meetings
  • Analyze communication channels (user boards, bug reports, Customer Service Center calls, etc.)
  • Monitor internal and external user communities
  • Analyze global streaming platform feedback and trends
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  STEP 02

  Assessment

  • Conduct service surveys and satisfaction ratings
  • Conduct FGIs with partner users
  • One-on-one communication with user Supporters every quarter.
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  STEP 03

  Prioritization

  • Set priorities through internal consultation with the relevant departments, such as the User Communication Division, service teams, etc.
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  STEP 04

  Monitoring and Management

  • Track user churn and satisfaction survey results
  • Monitor internal and external user communities
  • Support user communication for teams responsible for content monitoring