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2024 January KuCoin user experience survey（English-B）

Dear KuCoin user, we kindly invite you to participate in our user satisfaction survey for January 2024. Your valuable feedback will help improve our product and service experience.

This survey is anonymous and takes about 5 to 10 minutes. Your opinion is important to us. Please answer the questionnaire according to your actual experience.

(We recommend you use a computer to complete the survey. )

After the survey concludes, we will randomly select 30 users who have fully completed the survey and reward each with 15 USDT. If you wish to participate in the draw, please provide the correct UID of your master account. The list of winners will be announced in the next survey period.

(Don’t know how to find UID? Open the KuCoin App/Web > Log in your account > Toggle the menu by tapping on the profile icon at the top part of the app/web to see your UID）

Thank you for your support and assistance.

Based on your recent experience, how satisfied are you with KuCoin? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

How satisfied are you with the overall "Security" of KuCoin? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

How satisfied are you with the "Localization Translation Quality" of KuCoin? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

Why are you dissatisfied with the "Localization Translation Quality" of KuCoin?【Choose at most 5 items】

Inaccurate translation of product feature and button names

Lack of translation in my language for product/feature introduction pages

Different languages mixed within the product pages

Grammar and/or vocabulary errors in translated articles and sentences

Inaccurate translation of financial/cryptocurrency terminology

Unidiomatic translation and expression

Lack of translation in my language for event pages

Lack of translation in my language for Help Center articles

Others (please specify).

How satisfied are you with the "User Tutorial" of KuCoin? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

What additional tutorial content would you like KuCoin to optimize or add? Please leave a message below.

How satisfied are you with the following modules of KuCoin? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied	I haven't experienced this module recently, so I can't evaluate it.
Account and Security Settings (including sign-up, login, identity verification, trading password setting, etc.)
Account and Security Settings (including sign-up, login, identity verification, trading password setting, etc.)
Deposit and Withdrawal (including withdrawal from the app, fiat withdrawal, buy crypto with fiat, etc.)
Deposit and Withdrawal (including withdrawal from the app, fiat withdrawal, buy crypto with fiat, etc.)
Trading (including viewing market trends, depositing coins, buying and selling currency pairs and futures, checking assets, etc.)
Trading (including viewing market trends, depositing coins, buying and selling currency pairs and futures, checking assets, etc.)
Staking, Earning and Campaign (including KuCoin Earn, new-user deposit promotions, trading competitions, Telegram group events, etc.)
Staking, Earning and Campaign (including KuCoin Earn, new-user deposit promotions, trading competitions, Telegram group events, etc.)
Customer Service (including AI or email-based customer service, human customer service, etc.)
Customer Service (including AI or email-based customer service, human customer service, etc.)

For the "Account and Security Settings" of KuCoin, how satisfied are you with the following modules? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied	I haven't experienced this module recently, so I can't evaluate it.
Login (including QR code login, CAPTCHA, 2FA, receiving verification code, etc.)
Login (including QR code login, CAPTCHA, 2FA, receiving verification code, etc.)
Password and Information Updates (including changing login password, email, mobile phone, etc.)
Password and Information Updates (including changing login password, email, mobile phone, etc.)
KYC/Account Identity Verification
KYC/Account Identity Verification

11.

For the "Deposit and Withdrawal", how satisfied are you with the following modules? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied	I haven't experienced this module recently, so I can't evaluate it.
Crypto Deposit (using on-chain transfer to transfer coins from wallet to KuCoin)
Crypto Deposit (using on-chain transfer to transfer coins from wallet to KuCoin)
Crypto Withdrawal (using on-chain transfer to withdraw coins to wallet)
Crypto Withdrawal (using on-chain transfer to withdraw coins to wallet)
Buy Crypto with Fiat (buy crypto on KuCoin using VISA/Mastercard/Apple Pay, etc.)
Buy Crypto with Fiat (buy crypto on KuCoin using VISA/Mastercard/Apple Pay, etc.)
Deposit Fiat and Buy with Balance (directly deposit fiat into KuCoin account)
Deposit Fiat and Buy with Balance (directly deposit fiat into KuCoin account)
Withdraw Fiat and Sell with Balance (the process of selling the coin into fiat on KuCoin, and withdraw it to their bank accounts)
Withdraw Fiat and Sell with Balance (the process of selling the coin into fiat on KuCoin, and withdraw it to their bank accounts)
P2P (obtain coins by trading with other users/merchants on KuCoin)
P2P (obtain coins by trading with other users/merchants on KuCoin)

13.

Why are you dissatisfied with the "Buy Crypto with Fiat" on KuCoin? (buy crypto on KuCoin using VISA/Mastercard/Apple Pay, etc.)【Choose at most 5 items】

Buying crypto with fiat often fails (due to failed verification, rejected transactions, etc.).

Lack of support for bank cards in my country (please specify desired countries)

Insufficient guidance and customer support after failure to buy crypto with fiat.

Buying coins through third-party platforms is a complex process.

The fee for buying crypto with fiat is high.

The process of buying crypto with fiat is slow.

Buying crypto sometimes requires a second KYC identify verification, which is very troublesome.

The fee rate for buying coins through third-party platforms is high.

Others (please specify).

17.

Have you already claimed the KuCard?

Already got the KuCard

I have applied but haven't received the KuCard yet.

Haven't applied for the KuCard

20.

For "Trading", how satisfied are you with the following modules? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied	I haven't experienced this module recently, so I can't evaluate it.
Market Page (view market trends, add to favorites, browse popular sections and rankings, etc.)
Market Page (view market trends, add to favorites, browse popular sections and rankings, etc.)
Coin Details Page (view coin/coin-pair introduction, order and trade details, total market cap, affiliate and recommendation, etc.)
Coin Details Page (view coin/coin-pair introduction, order and trade details, total market cap, affiliate and recommendation, etc.)
Candlestick Chart
Candlestick Chart
Convert (convert coins directly on KuCoin instead of using spot trading)
Convert (convert coins directly on KuCoin instead of using spot trading)
Spot Trading (including trading with spot leverage)
Spot Trading (including trading with spot leverage)
Futures Trading (including trading with futures leverage)
Futures Trading (including trading with futures leverage)
Trading Bot
Trading Bot
API
API
Asset Overview (view total assets, position status of each account, etc.)
Asset Overview (view total assets, position status of each account, etc.)

22.

Why are you dissatisfied with the "Candlestick Chart" on KuCoin?【Choose at most 5 items】

The lite version of the candlestick chart on the trading page is not user-friendly.

The "B" (buy order) and "S" (sell order) icons over the candlestick chart are not displayed well.

Too few technical indicators available on the app.

Cannot drag the current order lines on the chart to quickly change orders.

Cannot draw lines and make drawings on the candlestick chart.

Limited time selection for candlestick charts (no monthly or yearly K-lines, etc.).

Indicator configurations are not saved when switching to another coin, requiring re-setup.

The loading/refresh speed of candlesticks is slow.

Others (please specify).

23.

Why are you dissatisfied with the "Convert" on KuCoin?【Choose at most 3 items】

Lack of tutorials on the app page.

The design of the KuCoin Convert page is unattractive with bad user interaction experience.

The coin pairs I want to convert are not supported.

The exchange quotes for KuCoin Convert are not good, with a significant spread compared to direct trading prices.

Some coin pairs do not support large-amount conversion.

Others (please specify).

27.

If KuCoin launches a new function that allows automatic trading through robots on telegram, how likely do you want to try it?
--(You can set the strategy through the robot on telegram, and the robot will execute the strategy according to your setting, e.g. automatically buy and sell tokens, or participate in spotlight and soon)"

28.

If KuCoin launches a customizable trading robot that can customize the buying and selling settings in Kucoin, how likely do you want to try it?
--(Users can construct customized buy and sell signals, and the robot will automatically execute them in loop)

29.

What features would you like to see included in the customizable trading robot? Please leave us your suggestions below

30.

Why are you dissatisfied with the "API" on KuCoin?【Choose at most 3 items】

The limit of frequency strategy is too strict and does not meet my trading needs.

High API latency.

Lack of new features I want (Please specify the desired features).

Poor API documentation experience, needing optimization.

Other (please specify if you need to report a specific issue).

31.

We apologize for the unsatisfactory API experience. To investigate, please provide your master account UID, request logs/response logs (if available), and a detailed description of the issue.
We also recommend joining our API community for further support (Link: https://t.me/KuCoin_API).

33.

For the "KuCoin Earn and Events", how satisfied are you with the following modules? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied	I haven't experienced this module recently, so I can't evaluate it.
KuCoin Earn (flexible-term coin deposit, fixed-term coin deposit, crypto lending, Dual Investment, etc.)
KuCoin Earn (flexible-term coin deposit, fixed-term coin deposit, crypto lending, Dual Investment, etc.)
New-User Promotion/Acquisition Events (new-user deposit task, referral bonus, etc.)
New-User Promotion/Acquisition Events (new-user deposit task, referral bonus, etc.)
Other Events (trading competition, lottery, airdrop, etc.)
Other Events (trading competition, lottery, airdrop, etc.)
Community Event & Campaign (e.g., Telegram/Discord)
Community Event & Campaign (e.g., Telegram/Discord)

35.

What reasons lead you to believe that the "returns of KuCoin Earn are low":【Multiple】

The actual returns on the KuCoin Earn products I purchased were lower than expected (please specify the name products).

Compared to other exchanges, KuCoin's APR for similar products is lower (please specify the name of products).

While browsing KuCoin Earn's product page, I didn't notice many high-APR products.

Others (please specify).

39.

For the "Customer Service", how satisfied are you with the following modules? Please rate on a scale of 1-5, where 1 is very dissatisfied and 5 is very satisfied.

	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied	I haven't experienced this module recently, so I can't evaluate it.
AI Customer Service (after clicking the customer service entrance {headset icon}, the intelligent bot will provide guidance services on some basic issues)
AI Customer Service (after clicking the customer service entrance {headset icon}, the intelligent bot will provide guidance services on some basic issues)
Email-based Manual Customer Service (click "Submit Ticket" for customer service via email communication)
Email-based Manual Customer Service (click "Submit Ticket" for customer service via email communication)
Online Manual Customer Service (Click "Transfer to Manual" to communicate with our staff in real-time online)
Online Manual Customer Service (Click "Transfer to Manual" to communicate with our staff in real-time online)

40.

Why are you dissatisfied with the "AI Customer Service" on KuCoin?【Choose at most 5 items】

When I want to switch to manual customer service, I can't find the option to switch immediately.

The basic guidance information provided by AI customer service is inaccurate.

The guidance in the form of text or picture provided by AI customer service is too lengthy.

The language used in AI customer service guidance is too rigid.

The process to access the AI customer service page is cumbersome.

The AI customer service did not respond to my question immediately.

AI customer service does not support or cannot recognize my language.

I can't find which category to choose for my problem on the AI customer service page.

Others (please specify).

43.

What is the current VIP level of your KuCoin account?

44.

Do you wish that KuCoin will launch the "Unified Trading Account (UTA)" function in the future?
--(Supports trading spot and various derivatives with the use of different multi-currency assets at the same time in one account. It provides traders with a powerful option to combine trading and cross-collateral margin without switching between accounts.)

don't expect to have

It doesn't matter to me

expecting to have

45.

Thank you for your answers. Do you have any thoughts or suggestions for KuCoin? Please leave a message below.

46.

Thank you for your valuable suggestions. If you wish to participate in the draw for this survey, please leave your master account UID below.
--- (You can exit the survey midway. We recommend using the copy function next to your UID to avoid typing errors.)
---(Don't know how to find UID? Open the KuCoin App/Web > Log in your account > Toggle the menu by tapping on the profile icon at the top part of the app/web to see your UID）

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