ZARA China Customer Satisfaction Survey\nZARA China消费者满意度调查

Dear Respondent,

Hello! This questionnaire aims to understand consumers' overall satisfaction with the ZARA brand, its products, and services, as well as the shopping behavior preferences of potential consumers. The goal is to analyze the current consumer experience and identify areas for improvement. This survey is solely for course-related market research and academic purposes and involves no commercial use. The questionnaire is anonymous, and all data will be used only for statistical analysis without involving personal privacy. Please answer based on your actual consumption experience—there are no right or wrong answers.

Completing this questionnaire will take approximately 3–5 minutes. Thank you for your support and cooperation.


尊敬的受访者:
您好！本问卷旨在了解消费者对ZARA品牌及其产品与服务的整体满意度，以及潜在消费者的购物行为偏好，以分析当前消费者体验并识别改进机会。问卷仅用于课程相关的市场调研与学术研究，不涉及任何商业用途。问卷采用匿名方式填写，所有数据仅用于统计分析，不会涉及个人隐私。请您根据自身真实的消费体验作答，答案无对错之分。
完成本问卷大约需要3–5分钟，感谢您的支持与配合。

Q1. What is your gender? 您的性别?
Q2. What is your age group? 您的年龄段是?
Q3. How often have you shopped at ZARA in the past 12 months?  您在过去 12 个月内，在 ZARA 的购物频率是?
Q4. Through which channel do you most often purchase ZARA products?  您最常通过哪种渠道购买 ZARA 的产品?
Q5. How satisfied are you with the price reasonableness of ZARA?  您对ZARA的价格合理性满意度如何?
Q6. How satisfied are you with the quality of ZARA products?  您对ZARA产品的质量满意度如何?
Q7. How satisfied are you with the speed of new product updates at ZARA?  您对ZARA新品更新速度的满意度如何?

Q8. Based on your actual shopping experience with ZARA, please rate the following statements.  ZARA配备了现代化的购物设施和支付系统

  • 完全不同意
  • 不太同意
  • 一般
  • 比较同意
  • 完全同意
ZARA is equipped with modern shopping facilities and payment systems  ZARA配备了现代化的购物设施和支付系统
The visual design and displays in ZARA stores are fashionable and attractive  ZARA门店的视觉设计和陈列具有时尚感和吸引力
ZARA staff dress fashionably and appropriately, reflecting the brand image  ZARA员工着装时尚得体，体现品牌形象
ZARA’s online shopping platform has a simple, aesthetically pleasing interface and smooth operation  ARA线上购物平台界面设计简洁美观，操作流畅
ZARA’s product displays clearly present the fit and details of the clothing  ZARA的产品展示能清晰呈现服装的版型和细节
ZARA ensures consistent stock availability for products promised to be in inventory  承诺有库存的商品，ZARA确保持续供货
Products purchased online match the descriptions on the website  线上购买的商品与网页描述相符
ZARA delivers within the promised time frame  ZARA准时兑现承诺的配送时间
ZARA accurately records my purchase history and preference information  ZARA准确记录了我的购买历史和偏好信息
ZARA’s return and exchange policies are clear and easy to execute  ZARA的退换货政策清晰明了且易于执行
ZARA staff/customer service responds promptly to my inquiries  ZARA员工/客服及时响应了我的询问
ZARA’s fitting room service is efficient and quick  ZARA的试衣间服务高效快捷
ZARA staff proactively provides styling advice and outfit suggestions  ZARA员工主动为我提供穿搭建议和搭配方案
ZARA’s inventory query results are timely and accurate  ZARA的库存查询结果及时准确
My complaints or issues were resolved within a reasonable time  我的问题投诉在合理时间内得到了解决
ZARA staff possess professional product knowledge  ZARA员工具备专业的产品知识
ZARA safeguards my personal information and transaction security  ZARA保障了我的个人信息和交易安全
ZARA’s service attitude is friendly and courteous, making me feel comfortable  ZARA服务态度友好礼貌，让我感到舒适
ZARA’s price tags and information are clear and accurate  ZARA的价格标签和信息清晰准确
ZARA provides genuine product reviews and size recommendations  ZARA提供了真实的商品评价和尺码建议
ZARA offers personalized shopping recommendations based on my style  ZARA根据我的风格提供个性化的购物推荐
ZARA’s service pays attention to my specific needs and preferences  ZARA的服务关注我的特定需求和偏好
Q9. How satisfied are you with ZARA overall?  您对 ZARA 的整体满意度如何?
Q10. How willing are you to recommend ZARA to friends and family?  您是否愿意向亲友推荐ZARA?
Q11. In which areas would you most like to see ZARA improve? (Multiple choice, up to 3) 您最希望ZARA在哪些方面进行改进?（可多选，最多选3题）
Q12. What specific suggestions do you have for ZARA’s products and services?  您对ZARA的产品和服务还有哪些具体的建议?
Q13. In the "fast fashion" category, which type of brands do you most often purchase from?  在“快时尚”领域，您更常购买哪类品牌?
Q14. What are the main reasons for choosing your current frequently purchased brand? (Multiple choice, up to 3)  您选择当前常购品牌的主要原因是什么?（可多选，最多选3题）
Q15. If you encountered another brand that could also meet your needs, how willing would you be to try it?  假如遇到其他也能满足您需求的品牌，您是否愿意尝试?
Q16. What is your overall impression of the ZARA brand image?  您对ZARA品牌形象的总体印象是?
Q17. What are the main reasons you have not shopped at ZARA? (Multiple choice, up to 3)  您未在ZARA购物的主要原因是?（可多选，最多选3题）
Q18 哪些因素最能促使您未来考虑尝试购买ZARA的产品?（可多选，最多选3题）Q18. Which factors would most encourage you to consider purchasing from ZARA in the future? (Multiple choice, up to 3)
Q19. Through which channel do you most often purchase clothing products?  您最常通过哪种渠道购买服装产品?
Q20. Through which channels are you most receptive to learning about ZARA’s brand and product information? (Multiple choice, up to 3)  您最能接受通过哪些渠道了解ZARA的品牌和产品信息?
Q21. What other suggestions or expectations do you have for ZARA?  您对ZARA有何其他建议或期待?
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