LHU Feedback System

One channel for every concern

The LHU Feedback System, available at feedback.lhu.edu.vn, was designed to listen to and respond to feedback from students, faculty, and staff as fully and promptly as possible.

Previously, students and employees often had to wait for staff meetings or meetings between university leaders, faculty leaders, and students to raise and address their concerns. Now, feedback can be submitted from anywhere, at any time. Users simply log in with their university account, select a feedback category, describe the issue, and attach supporting evidence in the form of images, PDF files, or Office documents. Feedback is organized into dozens of topics, including facilities, computer rooms, academic affairs, the library, email and Canvas, parking, fees, sanitation, and more. The system then automatically routes each submission to the staff member responsible for the relevant office or department.

Categorizing feedback at the point of submission allows each request to go directly to the responsible unit without going through an intermediary. Users do not need to figure out which office or department handles a particular issue.

Each submission is assigned a processing status. Users can track its progress through the “Feedback History” section and receive responses directly from the relevant unit. The status follows a clear process: New → Received → In Progress → Responded → Completed. After receiving a response, students can rate their satisfaction with how their feedback was handled. This provides the University with data to measure and evaluate the performance of individual units.

LHU acts on feedback

According to system data, from March 23 to September 30, 2026, the system received 735 comments and reports. 75% were responded to within 24 hours, while 92% of feedback ratings received the highest level of satisfaction.

Some comments are as simple as, “Computer No. 9 in Room C201 has a faulty N key” or “The computer room screen has blue lines”. When these issues are addressed promptly, students can continue studying without unnecessary inconvenience and focus on their classes.

Other seemingly small comments have led to broader changes across the University. When a student reported, “The 2 MB limit means I cannot upload photos as evidence of my participation in activities,” the University increased the image file size limit on the system.

When students reported congestion at the Campus 5 parking area during peak hours because there was only one ticket booth, the University assigned the responsible unit to open a second booth.

The watering schedule at Campus 2 was also adjusted after students reported that the water spray was wetting people and their belongings at the stone tables.

In response to a proposal to install drinking water purifiers at all campuses, the University has completed installation at Campuses 1, 2, 3, 5, and 6. The Pharmacy Campus will be equipped after its renovation is completed.

A proposal to allow students to add money to their parking accounts online through the ME app has also been included in the app’s next development phase.

From a noticeboard at the University of Chester to LHU’s feedback system

In early 2026, during a meeting of university unit leaders, Assoc. Prof. Dr. Lam Thanh Hien, Rector of LHU, repeatedly raised the question of how lecturers and staff could identify and address students’ concerns without waiting for information to pass through class representatives, academic advisors, and faculty leaders before reaching the relevant offices and departments.

The Center of Information and Resources, the unit responsible for developing management software at LHU began developing the feedback system in response to this need.

During a visit to the University of Chester (UK), Assoc. Prof. Dr. Lam Thanh Hien noticed an information board titled “Your Voice, Our Actions” at Chester Business School. Later, the LHU Feedback System at feedback.lhu.edu.vn was completed and put into operation. LHU retained the core principle of making both feedback and follow-up actions public, while moving the traditional process of collecting and responding to feedback onto a digital platform.

Unlike a periodic feedback noticeboard, the LHU system receives submissions continuously, automatically routes them to the relevant units, and records data on both response time and response quality. Its users are also not limited to students; faculty members and staff can submit feedback as well.

LHU is currently implementing dual-degree programs and is a partner of Cintana Education. The internationalization of academic programs also brings corresponding expectations for service quality. The LHU Feedback System is only one small change within the University's broader efforts toward internationalization. However, larger changes often begin with smaller ones. The value of the system lies in the data it generates. Response times, satisfaction rates, and the frequency of feedback by topic help the University identify areas that need improvement, evaluate the effectiveness of individual units, and prioritize resources. Service quality is no longer assessed only through perceptions; it can also be measured through data provided directly by the people who use the University's services.