旅客服務(wù)質(zhì)量與品牌忠誠度調查

1. Do you often take the high-speed rail?（你經(jīng)常乘坐高鐵嗎？）

yes是No不是

2. Which purchasing channel do you usually choose?- 您通常選擇的購票渠道是？

12306APPOffline counter線(xiàn)下窗口third-party board第三方平臺ticket vending machine自動(dòng)售票機

3. I heard there are many types of seats on high-speed trains. Which type did you take this time?（聽(tīng)說(shuō)高鐵座位類(lèi)型好多，你這次坐的哪種呀）

business class商務(wù)座first class一等座second class二等座without seat無(wú)座

4. how many times do you take the high-speed rail each month?-您平均每月乘坐高鐵的次數是？

more than five times五次以上Three to five times3--5次once or twice1--2次Rarely sit幾乎不坐

5. Do you think the current high-speed rail ticket prices are in line with the service experience?- 您認為當前高鐵票價(jià)與服務(wù)體驗是否匹配？

Perfect match非常匹配Relatively match較匹配General match 一般No match不匹配Complete mismatch完全不匹配

6. When you take the high-speed rail with large luggage, do you have any difficulty in finding a place to store it?- 您攜帶大件行李乘坐高鐵時(shí)，是否遇到存放困難？

yes是No不是

7. After you arrive at your destination by high-speed rail, how convenient is it for you to transfer to other modes of transportation (such as subway, bus, taxi, etc.) within the station?- 您乘坐高鐵到達目的地后，站內換乘其他交通方式（地鐵、公交、出租車(chē)等）的便捷程度如何？

Very convenient非常便捷Relatively convenient較便捷Normal一般Not convenient不便捷Very inconvenient非常不便捷

8. What kinds of transportation do you usually use?您常坐的交通工具有哪些？

high-speed rail高鐵bicycle sharing共享單車(chē)plane飛機train火車(chē)bus公交車(chē)underground地鐵online car-hailing網(wǎng)約車(chē)

9. What are the main factors that influence your choice of a high-speed rail seat?- 影響您選擇高鐵席位的主要因素是？

Price價(jià)格Comfort舒適度Travel Duration出行時(shí)長(cháng)Personal Habits 個(gè)人習慣Others其他

10. What is the most appealing feature of high-speed rail for you?高鐵最吸引你的優(yōu)勢是什么？

Fast and efficient- 速度高效Comfortable and convenient舒適便捷On time and reliable準點(diǎn)可靠Environment and Services環(huán)境與服務(wù)

11. What problems did I encounter when taking the high-speed rail?乘坐高鐵時(shí)遇到過(guò)什么問(wèn)題？

behind time晚點(diǎn)Inconvenient luggage storage行李存放不便Uncomfortable seating座位不適Dining issues餐飲問(wèn)題noise disturbance噪音干擾poor network signal網(wǎng)絡(luò )信號差Taking the wrong train or getting off at the wrong stop誤乘或坐過(guò)站

12. When faced with a delay of the high-speed train, what services do you expect the station to provide?- 當遇到高鐵晚點(diǎn)時(shí)，您希望車(chē)站提供哪些服務(wù)？

Dining compensation餐飲補償Refund assistance改簽協(xié)助Real-time information push信息實(shí)時(shí)推送Rest area休息區other其他

13. What do you think are the aspects that need the most improvement in the high-speed rail service? (Such as the waiting environment, punctuality rate, ticket prices, meals, etc.)- 您認為高鐵服務(wù)最需要改進(jìn)的方面是？（如候車(chē)環(huán)境、準點(diǎn)率、票價(jià)、餐食等）

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