高速铁路客运服务质量客户调查问卷

尊敬的旅客：您好！为全面提升高速铁路客运服务质量，优化旅客出行体验，我们特此开展本次问卷调查。本次问卷采用匿名形式，所有数据仅用于专业调研与学术研究，严格保密个人信息。恳请您根据真实乘车体验如实作答，感谢您的支持与配合！
Dear passengers:Hello! To comprehensively improve the service quality of high-speed railway passenger transport and optimize passengers' travel experience, we hereby carry out this questionnaire survey. This questionnaire is anonymous, and all data are only used for professional research and academic studies with personal information strictly confidential. We sincerely hope you to answer questions according to your real travel experience. Thank you for your support and cooperation!
*
1.
您的性别？(Your gender)
男(Male
女(Female
*
2.
您的年龄段(Your age group)
18岁及以下
19-30
31-50
51岁及以上
*
3.
您的出行目的？(Travel purpose)【多选题】
日常通勤
商务出差
旅游出行
探亲访友
学生返校/离校
其他
*
4.
您每年乘坐高铁的频次？(Annual high-speed rail riding frequency)
1-3
4-10
11-20
20次以上
*
5.
您本次出行购票方式(Ticket purchasing method)
12306官方APP(12306 official APP)
车站人工窗口(Station manual window)
车站自助售票机(Station self-service ticket machine)
其他
*
6.
候车室环境卫生整洁、座椅充足 (The waiting room is clean and tidy with sufficient seats
1分
2分
3分
4分
5分
*
7.
车站工作人员咨询解答耐心、专业 (Station staff answer consultations patiently and professionally
1分
2分
3分
4分
5分
*
8.
车站指引标识清晰、准确，便于快速找路(The station guide signs are clear and accurate for easy navigation
1分
2分
3分
4分
5分
*
9.
安检流程高效、有序，等待时长合理 (The security check process is efficient and orderly with reasonable waiting time
1分
2分
3分
4分
5分
*
10.
候车室空调、饮水、充电等基础设施完善(The waiting room has complete infrastructure such as air conditioning, drinking water and charging piles
1分
2分
3分
4分
5分
*
11.
您对本次高铁出行的整体满意度 (Your overall satisfaction with this high-speed rail trip
非常满意/Very Satisfied
满意/Satisfied
一般/Average
不满意/Dissatisfied
非常不满意/Very Dissatisfied
*
12.
您选择高铁出行的主要原因是？What are the main reasons for you to choose high-speed rail travel?【多选题】
速度快、耗时短 Fast speed and time-saving
安全性高 High safety
准点率高、出行稳定 High punctuality rate and stable travel
乘车环境舒适 Comfortable riding environment
票价性价比高 Cost-effective ticket price
交通接驳便捷 Convenient transportation connection
服务完善、体验好 Perfect service and good experience
*
13.
您认为高铁客运服务最需要改进的部分（可多选)Which part of high-speed rail passenger service needs the most improvement? (Multiple choices allowed)【多选题】
车站环境设施/Station environment and facilities
候车检票效率/Waiting and ticket checking efficiency
车厢硬件设施/On-board hardware facilities
乘务人员服务水平/Crew service level
餐饮商品价格与质量 Price and quality of catering and goods
信息播报与通知 / Information broadcast and notification
应急保障服务 / Emergency support service
无需要改进 / No improvement needed
*
14.
您对高铁站进站安检效率的满意度（Satisfaction with the security check efficiency of high-speed railway stations
非常满意 Very satisfied
比较满意 Relatively satisfie
一般 Average
不太满意 Not very satisfied
非常不满意 Very dissatisfied
*
15.
您在购票、改退票过程中遇到过哪些问题？（可多选）What problems have you encountered during ticket purchasing, refund and rescheduling? (Multiple choices allowed)【多选题】
平台卡顿、购票失败 Platform lag and ticket purchase failure
余票信息更新不实时 Untimely update of remaining ticket information
改退票规则复杂、不清晰 Complicated and unclear refund and rescheduling rules
人工窗口排队时间过长 Long queuing time at manual windows
无特殊人群优先购票通道 No priority ticket channel for special groups
从未遇到问题 No problems encountered
*
16.
您对列车到站、发车信息公示准确性的满意度 Satisfaction with the accuracy of train arrival and departure information display
非常满意 Very satisfied
比较满意 Relatively satisfied
一般 Neutral
不太满意 Relatively dissatisfied
非常不满意 Very dissatisfied
*
17.
您对列车准点率的满意度 Satisfaction with train punctuality rate
非常满意 Very satisfied
比较满意 Relatively satisfied
一般 Neutral
不太满意 Relatively dissatisfied
非常不满意 Very dissatisfied
*
18.
您对站台秩序维护、工作人员引导服务的满意度 Satisfaction with platform order maintenance and staff guidance service
非常满意 Very satisfied
比较满意 Relatively satisfied
一般 Neutral
不太满意 Relatively dissatisfied
非常不满意 Very dissatisfied
*
19.
您对车厢座椅舒适度（软硬、空间、靠背调节）的满意度 Satisfaction with carriage seat comfort (hardness, space, backrest adjustment)
非常满意 Very satisfied
比较满意 Relatively satisfied
一般 Neutral
不太满意 Relatively dissatisfied
非常不满意 Very dissatisfied
*
20.
针对车票售卖、车站服务、车厢服务、应急服务四个板块，您分别有哪些改进建议？
What improvement suggestions do you have for ticket sales, station service, carriage service and emergency service respectively?
问卷星提供技术支持
举报