This survey takes about 2 minutes. All answers are anonymous — no personal information is collected — and will be used for academic research only. Thank you!
1. Are you a non-Chinese citizen who has visited Hangzhou at least once in the past 3 years? A. Yes, I visited within the last 12 months B. Yes, I visited 1–3 years ago C. No.
2. Before your visit, how did you get information about Hangzhou? (Select all that apply) A. Official tourism websites or apps B. International travel platforms (TripAdvisor, Booking.com, Agoda, etc.) C. Social media (Instagram, YouTube, Facebook, TikTok, etc.) D. Chinese apps (Xiaohongshu/RED, Dianping, WeChat, etc.) E. Guidebooks or travel agencies F. Recommendations from friends or family G. I did not search for information
3. How easy was it to find English-language (or your native language) travel information about Hangzhou? 4. During your visit, how satisfied were you with language services in the following situations? (1 = Very dissatisfied, 5 = Very satisfied; N/A = I did not use this service)
Signs and information boards at scenic spots (e.g., West Lake, temples, museums)
Transportation information (airport, metro, bus, taxi or ride-hailing apps)
Restaurant menus and ordering
Hotel check-in and services
Shopping and payment instructions (shops, cashiers, Alipay/WeChat Pay)
Communication with service staff (e.g., staff English ability)
Tourist information centers and emergency help
5. How satisfied were you with the following digital language supports? (1 = Very dissatisfied, 5 = Very satisfied; N/A = I did not use this service)
Translation apps (e.g., Google Translate, Apple Translate)
QR-code multilingual information at attractions and venues
Official multilingual tourism platforms or apps of Hangzhou
Multilingual audio guides / voice tours
6. How satisfied were you with the language services in the following newly launched convenience services? (1 = Very dissatisfied, 5 = Very satisfied; N/A = I did not use this service)
Mobile communication services (SIM card, eSIM, data plan)
Luggage delivery service (e.g., luggage sent from the airport, hotel or station to meet you)
Digital hotel check-in (e.g., contactless "tap-to-stay" with your phone)
Tax-refund service and guidance (e.g., "instant refund" at tax-refund stores)
7. How often did you notice bilingual or multilingual signs (e.g., Chinese–English) in Hangzhou's public spaces? 8. When signs were only in Chinese, how helpful were the following for understanding them? (1 = Not helpful at all, 5 = Extremely helpful; N/A = I never encountered it or did not use it)
Icons and pictures (symbols, pictograms)
Pinyin (Chinese words in Latin letters, e.g., "xihu")
QR codes with translated information
9. How much did multilingual signs help you understand Hangzhou's history and culture? 10. When you encountered signs only in Chinese, what did you usually do? (Select all that apply) A. Used a translation app B. Asked staff or local people C. Asked other travelers D. Guessed from the context E. Skipped the information F. Other
11. When using QR codes to get information or downloading travel apps, how concerned are you about the security of your personal information? Not concerned at all
Very concerned
12. Overall, how satisfied are you with the language services available to international visitors in Hangzhou? Very dissatisfied
Very satisfied
13. Did the language services you experienced affect your spending or activities in Hangzhou? A. Yes, I spent more or did more activities B. Yes, I spent less or did fewer activities C. No, it had no effect D. Not sure
14. How likely are you to recommend Hangzhou to friends or family as a travel destination? (0 = Not at all likely, 10 = Extremely likely) 15. How likely are you to visit Hangzhou again? 16. Which areas of Hangzhou did you visit? (Select all that apply) A.West Lake scenic area B.Grand Canal / Qiaoxi Historic District C.Ancient towns (e.g., Tangqi, Longmen) D.Lingyin Temple or other temples E.Xixi Wetland F.Museums G.Tech experiences (e.g., Hangzhou's "Six Little Dragons" companies like Unitree and DeepSeek) H.Rural villages or countryside (e.g., Qingshan, Luci, Xiajiang villages on the "Three Rivers and Two Banks" route) I.Other
17. How satisfied were you with language services in the rural villages you visited? Very dissatisfied
Very satisfied
18. Which country are you from?
19. What is your age? A. 18–24 B. 25–34 C. 35–44 D. 45–54 E. 55 or above
20. What is your gender? A. Male B. Female C. Other D. Prefer not to say
21. What was the main purpose of your visit to Hangzhou? A. Leisure and sightseeing B. Business C. Study or exchange D. Visiting friends or family E. Other
22. How many times have you visited Hangzhou? A. This was my first visit B. 2–3 times C. More than 3 times
23. How would you rate your Chinese proficiency? A. None / Beginner B. Basic (understand a few words and phrases) C. Intermediate (can handle simple daily conversations) D. Advanced / near-native
Thank you for your time! Your answers will help make Hangzhou more welcoming for international visitors. Safe travels!