中国南方航空客户关怀策略研究 Research on Customer Care Strategies of China Southern Airlines

This survey aims to understand your experience with China Southern Airlines’ customer care. Results are for research purposes only. Thank you for your participation.

本问卷旨在了解您对南方航空客户关怀服务的真实感受，结果仅用于研究。感谢您的参与！
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1.
How often do you fly with China Southern Airlines?
您乘坐南航航班的频率大约是？
Once a year or less / 每年1-2次
Once per quarter / 每季度1次
Once per month or more / 每月1次及以上
This is my first time / 本次是首次乘坐
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2.
What is your usual travel type? (Select all that apply)
您通常的出行类型是？（可多选）【多选题】
Business / 商务出差
Family travel (with elderly/children) / 家庭旅游（携老人/儿童）
Personal leisure / 个人休闲
Visiting friends/relatives / 探亲访友
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3.
Which of the following special travel needs have you had? (Select all that apply)
您是否有过以下特殊出行需求？（可多选）【多选题】
Traveling with infants or children / 携带婴儿或儿童
Traveling as or with elderly (60+) / 陪同/作为老年旅客（60岁以上）
Need mobility assistance / 行动不便需要协助
First-time flyer / 首次乘机
None of the above / 以上均无
Please rate your agreement with the following statements based on your most recent China Southern flight (1 = Strongly Disagree, 5 = Strongly Agree).
请根据您最近一次乘坐南航航班的体验进行评价（1=非常不同意，5=非常同意）
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4.
Cabin crew proactively notice my needs (e.g., refilling water, adjusting temperature) without me having to ask.
乘务员能够主动关注到我的需求（如添水、调整温度等），无需我主动提出。
很不满意
很满意
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5.
Staff provide extra help proactively when they see elderly or passengers with reduced mobility.
当遇到老年或行动不便的旅客时，工作人员会主动提供额外帮助。
很不满意
很满意
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6.
On special occasions (e.g., birthdays, holidays), the crew gives appropriate attention or greetings.
航班上有特殊纪念日（如生日、节日）时，机组人员会给予适当的关注或问候。
很不满意
很满意
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7.
Staff communicate with warmth and sincerity, not just in a routine manner.
服务人员在与旅客沟通时，能够体现出真诚和温暖，而非程式化。
很不满意
很满意
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8.
China Southern notifies me promptly via SMS/App when flight status changes (e.g., delay, gate change).
航班状态变更（如延误、登机口调整）时，南航能通过短信/App及时通知我。
很不满意
很满意
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9.
The check-in and boarding processes are efficient and well-organized.
值机与登机流程高效有序。
很不满意
很满意
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10.
When a flight is delayed/cancelled, staff explain the reason and provide emotional reassurance in a timely manner.
航班延误/取消时，工作人员能及时解释原因并安抚情绪。
很不满意
很满意
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11.
After a delay, the follow-up arrangements (e.g., rebooking, meals, accommodation) make me feel properly taken care of.
航班延误后，南航提供的后续安排（如改签、食宿）让我感到被妥善照顾。
很不满意
很满意
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12.
When I have a complaint or feedback, I receive an effective response within a reasonable time.
投诉或反馈意见后，我能在合理时间内收到有效回应。
很不满意
很满意
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13.
China Southern solves problems from the passenger’s perspective, rather than rigidly following rules.
南航在处理问题时，能够站在旅客角度提出解决方案，而非机械执行规定。
很不满意
很满意
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14.
Small touches like commemorative cards or holiday greetings improve my flight experience.
乘机过程中收到的纪念卡、节日问候等小惊喜，提升了我的飞行体验。
很不满意
很满意
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15.
I feel that China Southern recognizes and values my membership status (e.g., priority benefits, exclusive greetings).
我感觉南航能够识别并重视我的会员身份（如优先权益、专属问候）。
很不满意
很满意
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16.
Would you recommend China Southern Airlines to friends or family? What is the main reason?
您是否曾向亲友推荐过南航？最主要的原因是？
请回答：
Yes, because 是，因为 :
No, because 否， 因为 ：
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