Thank you for participating in our survey which mainly focuses on your after-sales experience on ADNG.NG. There are no right or wrong answers, and your answers will be kept strictly confidential. We are only interested in your honest opinions. It will take approximately 5-10 minutes to complete this survey.
Which after-sales services have you used on ADNG.NG in the past 2 months?
Applied for return/refund
Communicated with ADNG.NG official chatbot/agent
Applied for coupon for late delivery
Communicated with the seller
I haven’t experienced any after-sales service
Others, (please specify):
How satisfied were you in general with your ADNG.NG’s after-sales experience in the past 2 months?
Notes: Including all the services you selected in the last question
1 = Very dissatisfied5 = Very satisfied
1
2
3
4
5
What was the amount of the item(s) you LAST applied for return/refund on ADNG.NG?
£0~2
£2~5
£5~8
£8~10
£10~15
£15~20
£20~30
£30~50
£50~100
More than £100
Which of the following categories fit the item(s) you LAST applied for return/refund on ADNG.NG?
Furniture
Sports & Outdoors
Kids & Baby Products
Beauty, Health & Hair
Watches & Jewelry & Accessories
Bags, Luggage, Shoes
Toys & Games
Cellphones/Computers
Grocery, including food and beverage
Pet products/supplies
Electronic Accessories (e.g. chargers, cables)
Home Appliances (e.g. fans, coffee makers, cleaning appliances)
Home & Gardens, Home Improvements, Lightening and Tools
Electronic Devices (e.g. digital cameras, drones)
Personal Care & Household Cleaning
Women’s Clothing
Automobiles/Motorcycles Parts & Accessories
Men’s Clothing
Others, (please specify):
When you applied for your LAST return/refund on ADNG.NG, have you received the item(s) regarding the return/refund?
Yes, I have received the item(s) in whole or in part
No, I haven’t received the item(s)
What was the reason for the LAST return/refund you applied for on ADNG.NG?
Item was damaged, but the shipping package was OK
Wrong item was sent to me
Item and the shipping package were both damaged
I no longer needed the item
Part of the item was missing
Item doesn’t match the description (e.g. color, size, material, brand)
Item defective or doesn’t work
Others, (please specify):
How satisfied were you with your LAST return/refund experience on ADNG.NG?
1 = Very dissatisfied5 = Very satisfied
1
2
3
4
5
Why were you dissatisfied with your LAST return/refund experience on ADNG.NG?
Unreasonable rules (e.g. initiating conditions, proof request)
It was troublesome to send back the item(s)
Communication with the seller/official agent was troublesome (please specify):
The entire return/refund process took too long
Unclear information (e.g. policy instructions, processing status)
The process to apply for return/refund on ADNG.NG APP/website was troublesome
No refund/No full refund
Others, (please specify):
Why did you think that the process to apply for return/refund on ADNG.NG APP/website was troublesome?
It was difficult to find where to initiate a return/refund
There was too much information needed to be filled in
It took too many steps before completing a return/refund
There lacked return/refund guidelines, so I didn’t know how to operate
I couldn’t cancel/revise the return/refund initiated
Others, (please specify):
Why did you think that it was troublesome to send back the item(s) on ADNG.NG?
The post office was too far
There were no/invalid return label provided
No door-to-door pick-up service for return
It was troublesome to print the return label (e.g. no printer, extra printing fees)
I didn’t know where to return the item(s) by myself
Others, (please specify):
Which information regarding after-sales services did you think was not clear on ADNG.NG?
The status of return/refund processing
The policy about “£1 coupon code for late delivery”
Guidelines for providing proof
The policy about “Refund if not delivered after 35/40 days”
Return/refund initiation conditions (e.g. time limit)
The policy about “Refund if package lost”
The tracking information of returned item(s)
Return guidelines
The policy about “Free returns”
The policy about “Refund if items arrive damaged”
All information was clear
Others, (please specify):
What was the final result of your LAST return/refund on ADNG.NG?
Got full refund after returning the item(s)
Got partial refund after returning the item(s) (please specify the refund percentage):
Got full refund without returning the item(s)
Got partial refund without returning the item(s) (please specify the refund percentage):
My return/refund request was rejected
My return/refund is still in process, and I have not got my refund
If you have a refund, where do you expect to receive the notification that your refund is approved to be issued?
The return/refund page on ADNG.NG
SMS
Push message of ADNG.NG
E-mail
Others, (please specify):
In terms of the communication with the seller on ADNG.NG, how long do you expect the seller to respond to you?
Within 1 minute
1 minute~5 minutes
5 minutes~30 minutes
30 minutes~1 hour
1 hour~3 hours
3 hours~1 day
1 day~2 days
More than 2 days
Which of the following fits your most recent after-sales communication with ADNG.NG chatbot/agent?
Inquire about return/refund before wanting to apply for a return/refund
Inquire about return/refund during a return/refund
Inquire about something unrelated to return/refund
Others, (please specify):
How satisfied were you with your most recent after-sales communication with ADNG.NG chatbot/agent?
1 = Very dissatisfied5 = Very satisfied
1
2
3
4
5
How long did you wait for ADNG.NG chatbot/agent to respond to you for your most recent after-sales communication with it?
Within 1 minute
1 minute~5 minutes
5 minutes~30 minutes
30 minutes~1 hour
1 hour~3 hours
3 hours~1 day
1 day~2 days
More than 2 days
No response at all
In terms of the communication with ADNG.NG chatbot/agent, how long do you expect it to respond to you?
Within 1 minute
1 minute~5 minutes
5 minutes~30 minutes
30 minutes~1 hour
1 hour~3 hours
3 hours~1 day
1 day~2 days
More than 2 days
For your most recent after-sales communication with ADNG.NG chatbot/agent, how many times have you communicated before your problem was solved?
Notes: “One time” indicates “from getting into chat page to exiting it”. If you get into chat page again, it will be counted as “two times”.
1 time
2 times
3 times
4 times
5 times
More than 5 times
My problem was not solved by chatbot/agent at all
Did you have the need for an agent on ADNG.NG in the past 2 months?
I had the need for an agent. I tried to find it and finally succeeded.
I had the need for an agent. I tried to find it and finally failed.
I had the need for an agent, but I did not try to find it.
I had no need for an agent.
Which of the following services does ADNG.NG provide?
Refund only (Don’t need to return)
Refund if items arrive damaged
Free returns
Refund if not delivered after 35/40 days
£1 coupon code for late delivery
Native language service
Re-ship if item damaged/if package lost
Refund if package lost
Price adjustment
Nothing provided
Others, (please specify):
Which of the following services are most important to you on ADNG.NG?
Refund if package lost
Refund if items arrive damaged
Re-ship if item damaged/if package lost
Price adjustment
£1 coupon code for late delivery
Native language service
Free returns
Refund only (Don’t need to return)
Refund if not delivered after 35/40 days
Nothing important
Others, (please specify):
Which of the following services are most in need of improvement by ADNG.NG?
Refund if items arrive damaged
£1 coupon code for late delivery
Refund if not delivered after 35/40 days
Native language service
Re-ship if item damaged/if package lost
Refund if package lost
Price adjustment
Free returns
Refund only (Don’t need to return)
Nothing needs to be improved
Others, (please specify):
Please share with us more details that made you satisfied/dissatisfied with your recent after-sales experience on ADNG.NG.
0/1000
In the past 2 months, have you made a purchase on the following platforms?
Tesco
Etsy
TikTok Shop
Amazon
ASOS
Gumtree
eBay
SHEIN
Temu
Argos
None of them
What is your gender?
Male
Female
How old are you?
Under 17
18~24
25~29
30~34
35~39
40~44
45~49
50~54
55~59
60~64
65 or above
What is your monthly family disposable household income?
£200 and less
£201 to £300
£301 to £500
£501 to £750
£751 to £1000
£1001 to £1500
£1501 to £2000
£2001 to £3000
£3001 to £4000
£4001 to £5000
£5001 to £6000
£6001 to £8000
£8001 to £10 000
More than £10 000
I am not sure
Do you have children?
No child
Yes, I have one child
Yes, I have two children
Yes, I have three and more children
Which of the following best describes your living place?
Metropolis (>1million Population)
City (0.1~1million Population)
Town (1k~100k Population)
Village (<1k Population)
