SHEIN AI Customer Service Experience Survey

Dear SHEIN User:

Hello! To gain a deeper understanding of the application effect of artificial intelligence technology in cross-border customer service, we are conducting this questionnaire survey. This questionnaire aims to collect your real experience of using SHEIN's customer service. All data will be used for academic research only and your personal information will be strictly confidential. It will take approximately 5 minutes to complete the questionnaire. Thank you for your support and cooperation!

Instructions for Filling Out the Questionnaire

Please answer based on your actual experience. All questions are mandatory and there are no right or wrong answers.

Scoring criteria: 1 = Very dissatisfied, 2 = Not very satisfied, 3 = Average, 4 = Satisfied, 5 = Very satisfied.

If you have specific suggestions or additional comments, please fill them in the open-ended question at the end of the questionnaire.
I. Perception of Technology Application (Please rate based on your experience)
*
1.
Are you satisfied with SHEIN's customer service language support capabilities (including minority languages and dialects)?
1 = Very dissatisfied
5 = Very satisfied
*
2.
How do you rate the response speed of SHEIN's customer service?
1 = Very dissatisfied
5 = Very satisfied
*
3.
How do you evaluate the convenience of customer service channels (such as in-app chat, WhatsApp, email, etc.)?
1 = Very dissatisfied
5 = Very satisfied
*
4.
How do you rate the accuracy of AI customer service in understanding your intentions?
1 = Very dissatisfied
5 = Very satisfied
*
5.
Are you satisfied with the synchronization effect of information across all channels by SHEIN's customer service? (For example, receiving synchronized feedback via email after consulting in the app)
1 = Very dissatisfied
5 = Very satisfied
*
6.
How do you rate the practicality of auxiliary technologies such as AR return and exchange guidance and intelligent recommendations?
1 = Very dissatisfied
5 = Very satisfied
II. Evaluation of Customer Service Efficiency (Please rate based on your experience)
*
7.
Are you satisfied with the speed of the first response from customer service?
1 = Very dissatisfied
5 = Very satisfied
*
8.
How do you rate the overall efficiency of customer service in solving problems?
1 = Very dissatisfied
5 = Very satisfied
*
9.
How satisfied are you with the ability to solve problems without multiple consultations?
1 = Very dissatisfied
5 = Very satisfied
*
10.
Are you satisfied with the speed of customer service ticket processing?
1 = Very dissatisfied
5 = Very satisfied
*
11.
Do you think the solutions provided by customer service are efficient and feasible?
1 = Very dissatisfied
5 = Very satisfied
III. Customer Experience (Please rate based on your experience)
*
12.
Are you satisfied with the accuracy of customer service responses?
1 = Very dissatisfied
5 = Very satisfied
*
13.
Do you think the communication style of customer service is friendly and warm?
1 = Very dissatisfied
5 = Very satisfied
*
14.
Are you satisfied with the timeliness of customer service in following up on consultation progress?
1 = Very dissatisfied
5 = Very satisfied
*
15.
Are you satisfied with the personalized services provided by customer service (such as product recommendations based on shopping history and size fitting suggestions)?
1 = Very dissatisfied
5 = Very satisfied
*
16.
Do you think the service process of customer service is simple and easy to understand?
1 = Very dissatisfied
5 = Very satisfied
*
17.
When encountering complex problems, are you satisfied with the smoothness of the transition from AI to human customer service?
1 = Very dissatisfied
5 = Very satisfied
IV. Satisfaction with Technology (Please rate based on your experience)
*
18.
Are you satisfied with the intelligent recommendation function of AI customer service (such as product recommendations and solution recommendations)?
1 = Very dissatisfied
5 = Very satisfied
*
19.
Do you think AR return and exchange guidance can effectively solve your problems?
1 = Very dissatisfied
5 = Very satisfied
*
20.
How do you evaluate the stability of the customer service system (such as no lag or crashes)?
1 = Very dissatisfied
5 = Very satisfied
*
21.
How do you rate the naturalness of AI customer service responses (similar to human communication)?
1 = Very dissatisfied
5 = Very satisfied
V. Basic Information and Supplementary Notes
*
22.
Your Gender
Male
Female
*
23.
Your Age
18-24 years old
25-30 years old
31-40 years old
Over 40 years old
*
24.
Your Region
North America (USA, Canada, etc.)
Europe (UK, Germany, France, etc.)
Southeast Asia (Singapore, Malaysia, Thailand, etc.)
Middle East (UAE, Saudi Arabia, etc.)
Other regions
*
26.
Your shopping frequency on SHEIN per month
1-2 times
3-5 times
More than 5 times
*
27.
The type of questions you most frequently consult
Logistics inquiry
Return and exchange consultation
Size / Product consultation
Payment / Order issues
Others (please specify)
*
29.
The consultation channel you most frequently use
In-app online chat
WhatsApp
Email
Others (please specify)
*
31.
Have you ever encountered problems that the AI customer service could not solve?
Yes
No
*
33.
Other suggestions or supplementary notes for SHEIN AI customer service
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