華住集團(tuán)中端酒店?duì)I銷(xiāo)和客戶關(guān)懷調(diào)研/Survey on Promotion and Customer Care for midscale hotels of H World Group Limited

尊敬的女士/先生：
您好！我們正在進(jìn)行一項(xiàng)關(guān)于華住集團(tuán)中端酒店（全季酒店、桔子酒店、星程酒店、歡閣服務(wù)公寓）營(yíng)銷(xiāo)推廣和客戶關(guān)懷對(duì)消費(fèi)者影響的學(xué)術(shù)研究。本問(wèn)卷旨在了解您對(duì)華住各類(lèi)促銷(xiāo)活動(dòng)的真實(shí)感知與體驗(yàn)。
本問(wèn)卷采用匿名形式，所有數(shù)據(jù)僅用于學(xué)術(shù)統(tǒng)計(jì)分析，請(qǐng)您放心填寫(xiě)。感謝您的支持！
Dear Sir or Madam,
Hello! We are conducting an academic study on the impact of promotion and customer care initiatives at H World Group Limited’s midscale hotels (Ji Hotels, Orange Hotels, Starway Hotels and CitiGO House) on consumers. This survey aims to understand your genuine perceptions and experiences regarding Huazhu’s various promotional activities.
This survey is anonymous, and all data will be used solely for academic statistical analysis. Please feel free to complete it with confidence. Thank you for your support!
1. 您的年齡是：
2. 您在過(guò)去一年中入住過(guò)哪些華住集團(tuán)的酒店：
3. 您在過(guò)去一年的入住華住集團(tuán)酒店的頻率：
4. 您主要通過(guò)以下哪些渠道了解到華住集團(tuán)的促銷(xiāo)活動(dòng)或優(yōu)惠信息？/ Through which of the following channels do you primarily learn about H World Group Limited’s promotions or special offers?
5. 您的出行目的和入住時(shí) / The purpose of your trip and your planned length of stay
請(qǐng)根據(jù)您的實(shí)際體驗(yàn)，對(duì)以下客戶關(guān)懷服務(wù)的陳述進(jìn)行評(píng)分（1-5分）。
1分=很不滿意；2分=比較不滿意；3分=一般；4分=比較滿意；5分=很滿意。
Please rate the following statements regarding customer service based on your actual experience (on a scale of 1 to 5).
1 = Very dissatisfied; 2 = Somewhat dissatisfied; 3 = Neutral; 4 = Somewhat satisfied; 5 = Very satisfied.
6. 您對(duì)于華住集團(tuán)目前提供客戶關(guān)懷策略的評(píng)價(jià)（短期）
  • 很不滿意 / Very dissatisfied
  • 比較不滿意 / Somewhat dissatisfied
  • 一般 / Neutral
  • 比較滿意 / Somewhat satisfied
  • 很滿意 / Very dissatisfied
前臺(tái)服務(wù)（如前臺(tái)接待、辦理業(yè)務(wù)效率）/ Front desk services (e.g. reception and efficiency in handling transactions)
客房環(huán)境（如設(shè)施配置、空間布局）/ Guest Room Environment (e.g. amenities, layout)
客房服務(wù)（如客房清潔、床上用品更換、客房設(shè)備維修）/ Housekeeping services (e.g. room cleaning, linen changes,  maintenance of room amenities)
餐飲服務(wù)（菜品質(zhì)量和多樣化、服務(wù)態(tài)度、餐廳環(huán)境衛(wèi)生）/ Food and Beverage Services (e.g. food quality and variety, service attitude, restaurant cleanliness)
客戶投訴處理（如響應(yīng)速度、處理方案和效率）/ Customer Complaint Handling (e.g. response time, resolution and efficiency)
7. 您認(rèn)為下列華住集團(tuán)目前提供的客戶關(guān)懷服務(wù)中，有幾點(diǎn)需要改進(jìn) / In your opinion, which of the following customer care services currently offered by Huazhu Group need improvement?
8. 您于華住集團(tuán)中端酒店（全季酒店、桔子酒店、星程酒店、歡閣服務(wù)公寓）對(duì)短期居住的客戶提供的客戶關(guān)懷服務(wù)有什么評(píng)價(jià)和建議？您可以從印象深刻的舉措、待改進(jìn)之處、期望增加的服務(wù)等方面展開(kāi)，結(jié)合您的實(shí)際經(jīng)歷暢所欲言。
What are your thoughts and suggestions regarding the guest care services provided by H World Group Limited’s midscale hotels (Ji Hotels, Orange Hotels, Starway Hotels and CitiGO House) to guests staying for short-term stays? Please feel free to share your feedback based on your personal experience, covering aspects such as initiatives that left a strong impression, areas for improvement and services you would like to see added.
請(qǐng)根據(jù)您的實(shí)際體驗(yàn)，對(duì)以下客戶關(guān)懷服務(wù)的陳述進(jìn)行評(píng)分（1-5分）。
1分=很不滿意；2分=比較不滿意；3分=一般；4分=比較滿意；5分=很滿意。
Please rate the following statements regarding customer service based on your actual experience (on a scale of 1 to 5).
1 = Very dissatisfied; 2 = Somewhat dissatisfied; 3 = Neutral; 4 = Somewhat satisfied; 5 = Very satisfied.
9. 您對(duì)于華住集團(tuán)目前提供客戶關(guān)懷策略的評(píng)價(jià)（長(zhǎng)期）
  • 很不滿意 / Very dissatisfied
  • 比較不滿意 / Somewhat dissatisfied
  • 一般 / Neutral
  • 比較滿意 / Somewhat satisfied
  • 很滿意 / Very satisfied
前臺(tái)服務(wù)（如前臺(tái)接待、辦理業(yè)務(wù)效率）/ Front desk services (e.g. reception and efficiency in handling transactions)
客房環(huán)境（如設(shè)施配置、空間布局）/ Guest Room Environment (e.g. amenities, layout)
客房服務(wù)（如客房清潔、床上用品更換、客房設(shè)備維修）/ Housekeeping services (e.g. room cleaning, linen changes,  maintenance of room amenities)
餐飲服務(wù)（菜品質(zhì)量和多樣化、服務(wù)態(tài)度、餐廳環(huán)境衛(wèi)生）/ Food and Beverage Services (e.g. food quality and variety, service attitude, restaurant cleanliness)
客戶投訴處理（如響應(yīng)速度、處理方案和效率）/ Customer Complaint Handling (e.g. response time, resolution and efficiency)
10. 您認(rèn)為下列華住集團(tuán)目前提供的客戶關(guān)懷服務(wù)中，有幾點(diǎn)需要改進(jìn) / In your opinion, which of the following customer care services currently offered by Huazhu Group need improvement?
11. 您于華住集團(tuán)中端酒店（全季酒店、桔子酒店、星程酒店、歡閣服務(wù)公寓）對(duì)長(zhǎng)期居住的客戶提供的客戶關(guān)懷服務(wù)有什么評(píng)價(jià)和建議？您可以從印象深刻的舉措、待改進(jìn)之處、期望增加的服務(wù)等方面展開(kāi)，結(jié)合您的實(shí)際經(jīng)歷暢所欲言。
What are your thoughts and suggestions regarding the guest care services provided by H World Group Limited’s midscale hotels (Ji Hotels, Orange Hotels, Starway Hotels and CitiGO House) to guests staying for long-term stays? Please feel free to share your feedback based on your personal experience, covering aspects such as initiatives that left a strong impression, areas for improvement and services you would like to see added.
12. 下列華住會(huì)員權(quán)益中， 您印象最深刻的會(huì)員權(quán)益是 / Which of the following Huazhu membership benefits has left the deepest impression on you?
請(qǐng)根據(jù)您的實(shí)際體驗(yàn)，對(duì)以下華住會(huì)員權(quán)益的陳述進(jìn)行評(píng)分（1-5分）。
1分=很不滿意；2分=比較不滿意；3分=一般；4分=比較滿意；5分=很滿意。
Please rate the following statements about Huazhu membership benefits based on your actual experience (on a scale of 1 to 5).
1 = Very dissatisfied; 2 = Somewhat dissatisfied; 3 = Neutral; 4 = Somewhat satisfied; 5 = Very satisfied.
13. 您對(duì)于華住集團(tuán)目前提供的通用會(huì)員權(quán)益的評(píng)價(jià) / Your feedback on the general membership benefits currently offered by H World Group Limited
  • 很不滿意 / Very dissatisfied
  • 不滿意 / Somewhat dissatisfied
  • 一般 / Neutral
  • 滿意 / Somewhat satisfied
  • 很滿意 / Very satisfied
會(huì)員優(yōu)惠訂房（如不同會(huì)員等級(jí)享有不同訂房折扣）/ Member Discounts on Room Reservations (e.g. different membership tiers qualify for different booking discounts)
會(huì)員權(quán)益（如免費(fèi)早餐、延遲退房）/ Member benefits (e.g. complimentary breakfast and late check-out)
積分權(quán)益（如積分抵扣、兌換商品）/ Rewards Programs (e.g. using points for discounts or redeeming products)
隨心入住權(quán)益（如線上提前預(yù)定）/ Flexible Check-in Benefits (e.g. online advance booking)
14. 您對(duì)于華住集團(tuán)目前提供的個(gè)性化/特色會(huì)員權(quán)益的評(píng)價(jià)：
  • 很不滿意 / Very dissatisfied
  • 不滿意 / Somewhat dissatisfied
  • 一般 / Neutral
  • 滿意 / Somewhat satisfied
  • 很滿意 / Very satisfied
全季酒店（當(dāng)代東方美學(xué)設(shè)計(jì)、簡(jiǎn)約、寧?kù)o、品質(zhì)感）/ Ji Hotel (Contemporary Oriental Aesthetics, Minimalist, Serene, High-Quality)
桔子酒店（馬拉松友好、健跑房、城市跑步地圖）/ Orange Hotel (Marathon-Friendly, Running Rooms, City Running Map)
星程酒店（寬敞客房、優(yōu)越地理位置、地區(qū)特色風(fēng)格）/ Starway Hotel (Spacious Rooms, Prime Location, Local Style)
歡閣服務(wù)公寓（共享公區(qū)、藝術(shù)餐廳、潮流生活）/ CitiGO House (Shared Common Areas, Artistic Restaurant, Trendy Lifestyle)
15. 您對(duì)于酒店訂購(gòu)的選擇，是否會(huì)因?yàn)槿A住集團(tuán)旗下酒店推出的促銷(xiāo)活動(dòng)而受到影響 / Do the promotional offers from hotels under the Huazhu Group influence your choice of hotel?
16. 您于華住集團(tuán)中端酒店（全季酒店、桔子酒店、星程酒店、歡閣服務(wù)公寓）目前提供的促銷(xiāo)活動(dòng)、會(huì)員權(quán)益有什么評(píng)價(jià)和建議? 您可從印象深刻的促銷(xiāo)活動(dòng)、會(huì)員權(quán)益的待改進(jìn)之處或者期望增加的服務(wù)等方面展開(kāi)，結(jié)合您的實(shí)際經(jīng)歷暢所欲言。
What are your thoughts and suggestions regarding the current promotions and member benefits offered by H World Group Limited’s midscale hotels (Ji Hotels, Orange Hotels, Starway Hotels and CitiGO House)? Please feel free to share your honest opinions based on your personal experiences, whether regarding promotions that left a strong impression on you, areas where member benefits could be improved, or services you would like to see added.
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