京东双时效服务用户体验调研问卷User Experience Survey on JD Dual-Time-Efficiency Services

您好！我是上海财经大学国际教育学院的学生，正在开展《京东“211限时达”与“京东秒送”对配送效率及市场份额的影响》学术研究，现诚邀您参与本次问卷调研。

本次调研聚焦2020-2025年间京东的数字化转型，旨在探究其“211限时达”“京东秒送”双时效性服务对消费者参与度、购买意愿的影响，分析数字化渠道在推广该服务、提升消费便利性与品牌忠诚度中的作用，为揭示京东在电商行业的独特定位、支撑学术研究与品牌可持续发展提供参考。

问卷将收集您对这两项服务的使用情况、体验评价及改进建议，所有信息仅用于学术分析，会严格匿名保密，绝不泄露个人隐私或用于商业用途。问卷预计耗时3-5分钟，无对错之分，恳请您根据真实体验作答。感谢您的支持与配合！

 

Hello! I am a student from the School of International Education, Shanghai University of Finance and Economics, conducting an academic research titled *The Impact of JD’s “211 Timed Delivery” and “JD Instant Delivery” on Distribution Efficiency and Market Share*. We sincerely invite you to participate in this survey.

This survey focuses on JD’s digital transformation from 2020 to 2025. It aims to explore the impact of its dual-time-efficiency services (“211 Timed Delivery” and “JD Instant Delivery”) on consumer engagement and purchase intention, analyze the role of digital channels in promoting these services, enhancing consumption convenience and brand loyalty, and provide references for revealing JD’s unique position in the e-commerce industry, supporting academic research and the brand’s sustainable development.

The questionnaire will collect your usage experience, evaluation and improvement suggestions of these two services. All information is only for academic analysis, and will be strictly anonymized and confidential. It will never be disclosed to any third party or used for commercial purposes. The survey is expected to take 3-5 minutes, with no right or wrong answers. Please respond based on your true experience. Thank you for your support and cooperation!
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1.
过去6个月内，您是否使用过京东快递的“211限时达”或“京东外卖秒送”服务? Have you used JD’s “211 Timed Delivery” or “JD Instant Delivery” services in the past 6 months? 
A. 仅使用过“211限时达”（全品类当日/次日确定性送达）Used only “211 Timed Delivery” (Guaranteed same-day/next-day delivery for all product categories)
B. 仅使用过“京东秒送”（同城30分钟内极速送达）Used only “JD Instant Delivery” (Ultra-fast delivery within 30 minutes in the same city)
C. 两者都使用过Used both services
D. 两者都没有使用过Used neither service
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2.
您使用京东快递“211限时达”服务的频率: How often do you use “211 Timed Delivery” service?
A. 每周1次及以上Once a week or more
B. 每月2-4次2-4 times a month
C. 每月1次Once a month
D. 每2-3个月1次Once every 2-3 months
E. 6个月内仅使用1次Only used once in 6 months
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3.
若您使用过京东快递“211限时达”: 过去6个月内，实际送达时间符合“当日达/次日15点前达”承诺的比例 If you have used “211 Timed Delivery”: What percentage of deliveries met the “same-day/next-day before 15:00” commitment in the past 6 months?
A. 100%（每次都按时/提前送达） 100% (On time or ahead of schedule every time)
B. 90%-99%（仅1-2次延迟Only 1-2 delayed deliveries)
C. 80%-89%（偶尔延迟，≤3次Occasionally delayed, ≤ 3 times)
D. 70%-79%（多次延迟Frequently delayed)
E. <70%（频繁延迟, Repeatedly delayed)
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4.
您使用“京东外卖秒送”服务的频率: How often do you use “JD Instant Delivery” service?
A. 每周1次及以上Once a week or more
B. 每月2-4次2-4 times a month
C. 每月1次Once a month
D. 每2-3个月1次Once every 2-3 months
E. 6个月内仅使用1次Only used once in 6 months
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5.
若您使用过“京东秒送”: 过去6个月内，实际送达时间符合“30分钟内”承诺的比例 If you have used “JD Instant Delivery”: What percentage of deliveries met the “within 30 minutes” commitment in the past 6 months?
A. 100%（每次都按时/提前送达）100% (On time or ahead of schedule every time)
B. 90%-99%（仅1-2次超Only 1-2 delayed deliveries)
C. 80%-89%（偶尔超时，≤3次Occasionally delayed, ≤ 3 times)
D. 70%-79%（多次超时Frequently delayed)
E. <70%（频繁超时，please specify the reason)
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6.
您选择使用京东外卖和京东快递服务的核心原因: What are the core reasons for you to choose JD’s dual-time-efficiency services?【多选题】
A. “211限时达”全品类覆盖（3C、大家电等均能享受极速履约）“211 Timed Delivery” covers all product categories (Ultra-fast fulfillment available for 3C products, large home appliances, etc.)
B. “京东秒送”分钟级极速，满足应急需求“JD Instant Delivery” realizes minute-level ultra-fast delivery to meet emergency needs
C. 仓配一体化保障，商品破损率低Integrated warehousing and distribution guarantee low product damage rate
D. 履约稳定性优于其他平台（美团闪购、天猫超市小时达等）More stable fulfillment than other platforms (Meituan Flash Purchase, Tmall Supermarket Hourly Delivery, etc.)
E. 品牌信任，认可京东物流的技术与渠道优势Brand trust and recognition of JD Logistics’ technical and channel advantages
F. 其他 Others
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7.
您使用京东外卖和京东快递的主要场景:What are the main scenarios where you use the dual-time-efficiency services?【多选题】
A. 3C数码产品（如手机、耳机，依赖“211限时达”快速履约） 3C digital products (e.g., mobile phones, earphones, relying on “211 Timed Delivery” for fast fulfillment)
B. 生鲜食材（如蔬菜、水果，依赖“京东秒送”极速保鲜） Fresh food ingredients (e.g., vegetables, fruits, relying on “JD Instant Delivery” for ultra-fast freshness preservation)
C. 日用品/美妆护肤（如洗漱用品、化妆品，追求高效补给）Daily necessities/beauty & skincare products (e.g., toiletries, cosmetics, pursuing efficient replenishment)
D. 零食/饮料/速食（即时解馋，需快速送达）Snacks/beverages/instant food (Instant cravings satisfaction requiring fast delivery)
E. 医药健康产品（如常用药，应急需求依赖时效）Pharmaceutical & health products (e.g., daily medicines, emergency needs relying on time efficiency)
F. 其他 Others
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8.
对比其他平台同类时效服务（如美团闪购、天猫超市小时达），京东外卖和京东快递的核心优势:Compared with similar time-efficiency services of other platforms (e.g., Meituan Flash Purchase, Tmall Supermarket Hourly Delivery), what are the core advantages of JD’s dual-time-efficiency services? 【多选题】
A. “211限时达”覆盖品类更广（大件、跨区域商品也能极速配送）“211 Timed Delivery” covers a wider range of product categories (Ultra-fast delivery available for large items and cross-regional goods)
B. “211限时达”时效更确定（送达时间无模糊区间）“211 Timed Delivery” has more definite time efficiency (No ambiguous delivery time window)
C. “京东秒送”平均送达时长更短（比竞品快5-10分钟）“JD Instant Delivery” has a shorter average delivery time (5-10 minutes faster than competitors)
D. 商品完好率更高（仓配一体化保护，破损率低于竞品）Higher product intact rate (Integrated warehousing and distribution protection, lower damage rate than competitors)
E. 售后保障更高效（超时赔付到账快，流程便捷）More efficient after-sales guarantee (Fast arrival of overtime compensation, simple process)
F. 无明显优势No obvious advantages
G. 其他Others
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9.
双时效服务对您京东购物频率的影响 What impact do the dual-time-efficiency services have on your JD shopping frequency?
A. 显著提升（每月多下单3次及以上）Significantly increased (Place 3 more orders per month or more)
B. 略有提升（每月多下单1-2次）Slightly increased (Place 1-2 more orders per month,)
C. 无变化，但选择京东时优先选双时效服务No change, but prioritize dual-time-efficiency services when shopping on JD
D. 无影响（复购仅看商品价格/质量） No impact (Repurchase decisions depend only on product price/quality)
E. 减少复购Reduced repurchases
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10.
双时效服务是否促使您从其他平台（美团，饿了么，淘宝）转向京东? Have the dual-time-efficiency services driven you to switch to JD from other platforms (Meituan, Ele.me, Taobao)? 
A. 是（过去6个月，70%以上转向京东的订单因双时效服务）Yes (Over 70% of orders switched to JD in the past 6 months were due to the dual-time-efficiency services)
B. 部分是（30%-70%的转向订单因双时效服务）Partially yes (30%-70% of orders switched to JD were due to the dual-time-efficiency services)
C. 否（转向京东与双时效服务无关）No (Switching to JD has nothing to do with the dual-time-efficiency services)
D. 否（仍倾向其他平台时效服务）No (still prefer the time-efficiency services of other platforms)
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11.
您向他人推荐京东双时效服务的实际情况 What is the actual situation of you recommending JD’s dual-time-efficiency services to others?
A. 仅推荐 “211限时达” 服务Only recommend the “211 Timed Delivery” service
B. 仅推荐 “京东秒送” 服务Only recommend the **“JD Instant Delivery”** service
C. 两个服务都会主动推荐Proactively recommend both services
D. 两个服务都不会推荐 Will not recommend either service
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12.
若京东双时效服务新增以下优化，您的复购意愿会提升吗?【多选题】
A. 扩大“京东秒送”覆盖范围（更多城区、更多品类）Expand the coverage of “JD Instant Delivery” (More urban areas and product categories)
B. 降低“211限时达”免运费门槛Lower the free shipping threshold for “211 Timed Delivery”
C. 优化超时赔付规则（提高赔付金额、简化流程）Optimize overtime compensation rules (Increase compensation amount, simplify process)
D. 增加“211限时达”配送时段选择（如指定当日上午/下午送达）Add delivery time slot options for “211 Timed Delivery” (e.g., specify morning/afternoon delivery on the same day)
E. 无影响 No impact
F. 其他 Others
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13.
对于“211限时达”的全品类确定性时效、“京东秒送”的同城极速配送，您认为需优化的方向是什么?
What optimization directions do you think are needed for the category-wide definite time efficiency of “211 Timed Delivery” and the same-city ultra-fast delivery of “JD Instant Delivery”? 
再次感谢您抽出宝贵时间完成问卷！祝您生活愉快！
Thank you again for taking the time to complete this questionnaire! Wish you a pleasant life!
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