Questionnaire on HSBC UK Digital Banking Services for Young Customers (18-25 years old)

Note: This questionnaire aims to understand how HSBC UK's digital banking services meet the needs of young customers aged 18-25 after UK bank branch closures. All responses are for academic research only and will be kept anonymous. Please answer based on your actual experience.
说明：本次问卷旨在了解英国银行网点关闭后，汇丰英国数字银行服务对 18-25 岁年轻客户的需求满足情况。所有回答仅用于学术研究，全程匿名，请根据实际体验作答。
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1. Are you a personal retail banking user of HSBC UK?你是否为汇丰英国（HSBC UK）的个人零售银行用户?
A. Yes 是
B. No 否 (If you choose No, please stop the questionnaire 选否则终止作答)
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2. What is your age range?你的年龄区间是?
A. 18-20 years old 18-20 岁
B. 21-23 years old 21-23 岁
C. 24-25 years old 24-25 岁
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3. How often do you use HSBC UK's digital banking services (mobile/online banking)?你使用汇丰英国数字银行服务（手机银行 / 网上银行）的频率是?
A. Multiple times a day 每天多次
B. Once a day 每天 1 次
C. 3-5 times a week 每周 3-5 次
D. 1-2 times a week 每周 1-2 次
E. 1-3 times a month 每月 1-3 次
F. Seldom use 很少使用
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4. Which HSBC UK digital banking functions do you use most frequently? (Multiple choices allowed)你最常使用汇丰英国数字银行的哪些功能?（可多选）【多选题】
A. Account inquiry/transfer 账户查询 / 转账
B. Mobile check deposit 移动支票存款
C. Bill payment 账单支付
D. Financial budget tools 金融预算工具
E. Online customer service/AI chat support 在线客服 / AI 聊天支持 F. Credit card/overdraft application 信用卡 / 透支申请
G. Other (please specify) 其他
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5. Has the closure of HSBC UK branches in your area affected your banking service processing?你所在区域的汇丰英国网点关闭后，是否对你的银行服务办理造成了影响?
A. Greatly affected 影响极大
B. Slightly affected 有一定影响
C. Almost no impact 几乎无影响
D. No impact 无影响
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6. What score do you give to the overall ease of use of HSBC UK's digital banking services? (5 = highest, 1 = lowest)你对汇丰英国数字银行服务的整体易用性打几分?（5 分为最高，1 分为最低）
A. 1 (Very poor) 1 分（非常差）
B. 2 (Poor) 2 分（较差）
C. 3 (Average) 3 分（一般）
D. 4 (Good) 4 分（较好）
E. 5 (Excellent) 5 分（非常好）
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7. When you encounter problems using digital services, can HSBC's online customer service/AI support solve your problems effectively? 当你在使用数字服务遇到问题时，汇丰的在线客服 / AI 支持能否有效解决你的问题?
A. Completely solve 完全可以
B. Solve most problems 大部分可以
C. Solve some problems 部分可以
D. Hardly solve 几乎不能
E. Cannot solve at all 完全不能
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8. Can HSBC UK's digital services meet your needs for personalized financial advice (e.g., account opening, overdraft, credit product consultation)?汇丰英国的数字服务能否满足你对个性化金融建议的需求（如开户、透支、信贷产品咨询等）?
A. Fully meet 完全满足
B. Basically meet 基本满足
C. Partially meet 部分满足
D. Hardly meet 几乎不满足
E. Do not meet at all 完全不满足
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9. What score do you give to your overall satisfaction with HSBC UK's digital banking services? (5 = highest, 1 = lowest)你对汇丰英国数字银行服务的整体满意度打几分?（5 分为最高，1 分为最低）
A. 1 (Very dissatisfied) 1 分（非常不满意）
B. 2 (Dissatisfied) 2 分（不满意）
C. 3 (Neutral) 3 分（一般）
D. 4 (Satisfied) 4 分（满意）
E. 5 (Very satisfied) 5 分（非常满意）
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10. After branch closures, do you still have a demand for HSBC UK's face-to-face banking services?网点关闭后，你是否仍有对汇丰英国面对面银行服务的需求?
A. Strong demand 需求强烈
B. Certain demand 有一定需求
C. Almost no demand 几乎无需求
D. No demand 无需求
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11. What do you think are the main problems of HSBC UK's digital banking services at present? (Multiple choices allowed)你认为汇丰英国数字银行服务目前存在的最主要问题是什么?（可多选）【多选题】
A. System lag/crash 系统卡顿 / 闪退
B. Incomplete functions (unable to process complex businesses) 功能不完善，无法办理复杂业务
C. Slow customer service response/poor problem-solving ability 客服响应慢 / 解决能力差
D. Lack of financial knowledge/advice section 金融知识 / 建议板块缺失
E. Tedious identity verification 身份验证繁琐
F. Other (please specify) 其他
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12. What specific improvement suggestions do you have for HSBC UK's digital banking services?对于汇丰英国的数字银行服务，你有哪些具体的改进建议?
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