Questionnaire on SF Express Customer Care Strategy 顺丰速运客户服务策略问卷

How often do you use SF Express delivery services(您多久使用一次顺丰快递服务？)

Very often(more than 5 times a month) 非常频繁（每月超过五次）

Often(2-4 times a month) 经常（每月2-4次）

Occasionally(once a month) 偶尔（每月一次）

Rarely(less than once a month) 很少（每月不到一次）

What types of SF Express services do you usually use?(Multiple choice) 您通常使用哪些顺丰速运服务？（多选）【多选题】

Daily parcel delivery日常包裹配送

Express document delivery文件配送

Fresh food delivery新鲜食品配送

Other services其他服务

Are you satisfied with the speed of SF Express delivery 您对顺丰快递的配送速度满意吗

Are you satisfied with the safety of your parcels delivered by SF Express你对顺丰快递寄送的包裹安全性是否满意

Do you think SF Express couriers are polite and friendly in service?你觉得顺丰快递的快递员在服务中是否礼貌友好？

Can you track your parcel information clearly through SF Express system?您能否通过顺丰速运系统清晰地追踪您的包裹信息？

Have you called SF Express 24-hour hotline 95338 for help你是否拨打过顺丰速运24小时热线95338寻求帮助

Yes有

No无

If you have called the hotline,do you think the waiting time is too long(hotline is busy)?如果您已经拨打过热线电话，您认为等待时间是否过长（热线电话繁忙）？

Are you satisfied with the service quality of SF Express in remote areas?您对顺丰快递在偏远地区的服务质量是否满意？

10.

Which channels do you use to give feedback to SF Express?(Multiple choice)您使用哪些渠道向顺丰速运提供反馈？（多选)【多选题】

SF Express App feedback function顺丰速运App反馈功能

Online comment platforms在线评论平台

95338 customer service hotline95338 客户服务热线

Never give feedback没有给过反馈

11.

Do you know SF Express's compensation rules for damaged or lost parcels?你知道顺丰速运关于损坏或丢失包裹的赔偿规则吗？

Know very well非常清楚

Know a little清楚一点

Don't know at all根本不清楚

12.

Do you think your feedback to SF Express will be valued and used to improve service?你认为你对顺丰快递的反馈会被重视并用于改进服务吗？

13.

Do you agree that SF Express needs to add more customer service staff to reduce hotline waiting time?你是否同意顺丰速运需要增加更多客服人员以减少热线等待时间？

14.

Do you agree that SF Express needs to strenthen couriers' service training你是否同意顺丰速运需要加强快递员的服务培训

15.

Do you think SF Express should use AI to answer simple customer questions quickly?你认为顺丰快递是否应该使用人工智能来快速解答简单的客户问题？

16.

Do you have other suggstions for SF Express's customer care service?关于顺丰速运的客户服务，您还有其他建议吗？