AI客服使用体验调查问卷\n\nAI Customer Service Experience Survey

您好！我们是香港浸会大学的研究团队，正在进行一项关于AI客服使用体验的学术研究。本问卷匿名填写，所有数据仅用于统计分析，绝不涉及个人隐私泄露。答案无对错之分，请您根据真实经历放心作答。感谢您的支持！

Hello! We are a research team from Hong Kong Baptist University, conducting an academic study on user experience with AI customer service. This questionnaire is anonymous and all data will be used only for statistical analysis. There are no right or wrong answers—please respond based on your actual experience. Thank you for your support!

第一部分:筛选条件

Part 1: Screening Questions

S1. 您的年龄是?

What is your age?

- 18岁以下- 18–30岁- 31–50岁- 51–60岁- 61岁及以上

S2. 在过去6个月内，您是否曾因消费相关问题（如购物、账户查询、售后等），在使用淘宝、京东、银行APP等平台的AI客服（智能客服）时，遇到过问题未能解决的情况?
In the past 6 months, have you ever encountered a consumption-related issue (e.g., shopping, account inquiry, after-sales) that was not resolved when using AI customer service on platforms such as Taobao, JD.com, or banking apps?

是 Yes否 No

第二部分:最近一次未解决的AI客服经历
Part 2: Your Most Recent Unresolved AI Customer Service Experience

请回忆您最近一次使用AI客服但问题未能解决的具体经历，并回答以下问题。
Please recall your most recent experience where you used AI customer service but your problem was not resolved, and answer the following questions.

Q1. 您当时向AI客服咨询的问题主要属于以下哪种类型?
Which of the following best describes the type of issue you inquired about?

- 信息查询（如查询订单状态、账户余额、营业时间等）Information inquiry (e.g., order status, account balance, business hours)- 多步逻辑推理（如需经过多个步骤判断的问题，例如退换货流程咨询、故障排查指引）Multi-step logical reasoning (e.g., return/exchange process, troubleshooting guidance)- 个性化解决方案（需要根据您的具体情况给出定制化建议，如推荐商品、处理特殊诉求）Personalized solution (e.g., product recommendation, handling special requests)

Q2a. 在这次交互中，AI客服大约提供了多少次无法解决您问题的回应？
Approximately how many ineffective responses (i.e., replies that failed to solve your problem) did the AI customer service provide during this interaction?

- 1次 (1 time)- 2次 (2 times)- 3次 (3 times)- 4次 (4 times)- 5次 (5 times)- 超过5次 (more than 5 times)

Q2b. 您感觉AI客服反复无效回答的次数非常多。
I felt that the AI customer service provided ineffective responses very frequently.

非常不同意Strongly disagree

非常同意Strongly agree

Q3. 在这次交互中，AI客服的无效回应表现出以下特征的程度如何?
To what extent did the AI’s ineffective responses exhibit the following characteristics?

完全没有 Not at all
轻微 Slightly
中等 Moderately
明显Obviously
非常明显 Extremely

R1:重复要求我提供已经输入过的信息 Repeatedly asking for information I had already provided

R2:反复给出相同的无关建议或话术 Reiterating the same irrelevant suggestions or scripts

IR1:完全误解了我的问题核心 Completely misunderstanding the core of my query

Q4. 在您与AI客服交互的过程中，您体验到以下情绪的程度如何?
To what extent did you experience the following emotions during your interaction with the AI customer service?

*请根据您的实际感受，从1（非常轻微）到5（非常强烈）进行评分。
*Please rate from 1 (Very slightly) to 5 (Extremely) based on your actual feelings

非常轻微 Very slightly
轻微Slightly
中等Moderately
强烈Strongly
非常强烈Extremely

沮丧（Frustrated）

气馁的 (Discouraged)

无助的 (Helpless)

愤怒的 (Angry)

恼怒的 (Irritated)

暴怒的 (Furious)

Q5. 在与AI客服交互的过程中，您的信任感受如何?
Please rate your agreement with the following statements regarding your trust during the interaction.

非常不同意Strongly disagree
不同意Disagree
中立Neutral
同意Agree
非常同意Strongly agree

T1 在交互初期，我对AI客服能解决问题抱有信心At the beginning, I was confident that the AI could solve my problem

T2 在经历几次无效回答后，我对AI客服的信任明显下降After several ineffective responses, my trust in the AI decreased significantly

T3 到交互后期，我已经完全不信任这个AI客服了By the end of the interaction, I completely distrusted this AI customer service

Q6. 在这次交互过程中，您是否主动向AI客服要求转接人工客服？
Did you actively request to be transferred to a human agent during this interaction?

是 Yes否 No

Q6a. （如Q6选“是”）您是在AI客服给出第几次无效回应后，才要求转接人工客服的?
After which ineffective response did you request to be transferred to a human agent?

1次 (1 time)2次 (2 times)3次 (3 times)4次 (4 times)5次 (5 times)6次或以上 (6 times or more)不会转人工，继续使用AI(Would never transfer, would always stick with AI)

Q6b. （如Q6选“否”）在这次交互中，您最多能容忍AI客服给出多少次无效回应才考虑转人工?
What is the maximum number of ineffective responses you would have tolerated before considering a transfer to a human agent?

*假设您最终没有转人工可能是由于问题解决或主动放弃，但请您估计您当时心理的容忍阈值）*

*Assume that you did not end up transferring because the problem was eventually solved or you gave up; please estimate your psychological tolerance threshold at that time.)*

1次 (1 time)2次 (2 times)3次 (3 times)4次 (4 times)5次 (5 times)6次或以上 (6 times or more)

第三部分:个人信息
Part 3: Demographic Information

D1. 您的性别：
Your gender：

男 Male女 Female其他/不愿透露 Other/Prefer not to say

D2. 您的教育程度：
Your education level：

- 初中及以下 *(Junior high school or below)- 高中/中专 *(High school / vocational secondary)*- 大专/本科 *(Associate / Bachelor)*- 硕士及以上 *(Master or above)*

D3.数字素养 Digital Literacy

请评价您对以下陈述的同意程度，从1（非常不同意）到5（非常同意）。
Please rate your agreement with the following statements from 1 (Strongly disagree) to 5 (Strongly agree).

非常不同意Strongly disagree
不同意Disagree
中立Neutral
同意Agree
非常同意Strongly agree

DL1 我能够熟练使用手机应用来解决日常问题I am proficient at using mobile apps to solve daily problems.

DL2 我能通过在线搜索快速找到所需信息I can quickly find needed information through online searches.

DL3 我习惯使用各类数字工具和软件I am accustomed to using various digital tools and software.

DL4 我对学习使用新的数字产品或服务感到轻松I feel comfortable learning to use new digital products or services.

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