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2023 October KuCoin user experience survey（English）

Dear KuCoin user, we kindly invite you to participate in our user satisfaction survey for October 2023. 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 is completed, we will randomly select 20 users who have completed the survey to receive a reward of 15 USDT each. The list of winners will be announced in the next survey. Thank you for your support and assistance.

How would you rate your overall satisfaction with KuCoin based on your recent experience? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being very satisfied.

How satisfied are you with the overall "Security" of KuCoin? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being very satisfied.

How satisfied are you with the overall "Localization Translation Quality" of KuCoin? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being very satisfied.

How satisfied are you with the following modules of KuCoin? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being 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 Help Center, AI customer service, human customer service, etc.)
Customer Service (including Help Center, AI customer service, human customer service, etc.)

How satisfied are you with the following modules regarding "Account and Security Settings"? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being 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.
Sign-up and Login (including login password setting, human authentication, 2FA, password recovery, etc.)
Sign-up and Login (including login password setting, human authentication, 2FA, password recovery, 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
Verification Code (received via email and mobile phone, etc.)
Verification Code (received via email and mobile phone, etc.)
Trading Password (resetting and use of trading password, etc.)
Trading Password (resetting and use of trading password, etc.)

How satisfied are you with the following modules regarding "Deposit and Withdrawal"? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being 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.)
Fiat Deposit (directly deposit fiat into KuCoin account)
Fiat Deposit (directly deposit fiat into KuCoin account)
Fiat Withdrawal (the process of selling the coin into fiat on KuCoin, and withdraw it to their bank accounts)
Fiat Withdrawal (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)

10.

Why are you dissatisfied with the "Buy Crypto with Fiat" on KuCoin?【Choose at most 5 items】

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

Bank cards from my country/region are not supported.

The process of buying crypto with fiat is slow.

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

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

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

The fee for buying crypto with fiat is high.

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

Others (please specify).

11.

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

The currency I want is not supported.

Lack of support for my region

The fiat withdrawal is cumbersome.

Unreasonable exchange rates between fiat and cryptocurrencies

The fiat withdrawal process is slow.

Encountering issues with binding withdrawal account

High withdrawal fees

Institutional accounts are not supported for fiat withdrawals.

Others (please specify).

13.

How satisfied are you with the following modules regarding "Trade"? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being 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.)

19.

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

There is no asset flow analysis (including deposits, withdrawals, and trading profits and losses).

The default sorting of currencies or currency pairs is unreasonable.

The chart for asset flow is not user-friendly.

I cannot find where to view the chart for asset flow.

There is no display and analysis of earnings amount/return on equity.

There is no asset distribution analysis.

There are numerous accounts, making it complicated.

The data indicators displayed on the asset page are insufficient/unreasonable.

Others (please specify).

20.

How satisfied are you with the following modules regarding "Wealth Management and Events"? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being 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)

21.

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

Some Earning products are too complicated and hard to understand (such as Dual Investment, Protective Earn/Snowball, etc.).

The types of KuCoin Earn products are not diverse enough.

The subscription quotas of high-yield KuCoin Earn products are low.

The duration of the fixed-term product is too short.

The types of crypto-currencies that can be used for KuCoin Earn is few.

The rate of return on KuCoin Earn is low.

Some KuCoin Earn products may incur losses.

The duration of the fixed-term product is too long.

Others (please specify).

24.

How satisfied are you with the following modules regarding "Customer Service"? Please rate from 1 to 5, with 1 being very dissatisfied and 5 being 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.
Help Center (You can enter keywords to search for solutions to various problems)
Help Center (You can enter keywords to search for solutions to various problems)
AI Customer Service (Use of artificial intelligence in online consultations before connecting with a live customer service representative)
AI Customer Service (Use of artificial intelligence in online consultations before connecting with a live customer service representative)
Email-based Customer Service (Web-based ticket submission page, contacting customer support via email)
Email-based Customer Service (Web-based ticket submission page, contacting customer support via email)
Live-chat Customer Service (Real-time conversation with customer support in the Online Support chatbox)
Live-chat Customer Service (Real-time conversation with customer support in the Online Support chatbox)

28.

What is the current VIP level of your KuCoin account?

VIP Lv. 0 (not in VIP program)

VIP Lv. 1 - Lv. 5

VIP Lv. 6 - Lv. 10

VIP Lv. 11 and above

29.

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

30.

Thank you for your valuable feedback. If you would like to participate in the lucky draw for this survey, please leave your UID below (the survey supports exiting midway, and it is recommended to use the copy function next to the UID to avoid input errors).

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