2024 March KuCoin user experience survey（English）

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

This survey will take about 5–10 minutes, and there are no right or wrong answers. Please answer based on your experience.

All information you provide will be kept confidential and anonymous. We will never use your personal information for any purpose other than this survey.

(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

How satisfied are you with the overall "Security" of KuCoin? Please rate on a scale of 1-5

How satisfied are you with the "Localization Translation Quality" of KuCoin?Please rate on a scale of 1-5

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

Grammar and/or vocabulary errors in translated articles and sentences

Event pages were not translated into my language (kindly specify your language)

Unidiomatic translation and expression

Inaccurate translation of financial/cryptocurrency terminology

Different languages mixed within the product pages

Help Center articles aren’t available in my native language (kindly specify your language)

Inaccurate translation of product feature and button names

Others (please specify)

How satisfied are you with the "User Tutorial" of KuCoin? (Please rate on a scale of 1-5. If you haven't tried or used this aspect recently, kindly select the first option)

Which learning methods do you prefer for courses?【Choose at most 3 items】

How satisfied are you with the following aspects of KuCoin? (Please rate on a scale of 1-5. If you haven't tried or used this aspect recently, kindly select the first option)

	I haven't try this aspect recently	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied
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.)
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.)
Customer Support (including AI or email-based customer support, human customer support, etc.)
Customer Support (including AI or email-based customer support, human customer support, 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.)

Regarding "Account and Security Settings", how satisfied are you with the following aspects? (Please rate on a scale of 1-5. If you haven't tried or used this aspect recently, kindly select the first option)

	I haven't experienced this aspect of KuCoin recently	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied
KYC/Account Identity Verification
KYC/Account Identity Verification
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.)

12.

Regarding "Deposit and Withdrawal", how satisfied are you with the following aspects? (Please rate on a scale of 1-5. If you haven't tried or used this aspect recently, kindly select the first option)

	I haven't try this aspect recently	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied
Withdrawing fiat by selling from balance (selling tokens for fiat on KuCoin, then withdrawing it to a bank account)
Withdrawing fiat by selling from balance (selling tokens for fiat on KuCoin, then withdrawing it to a bank account)
Depositing fiat and buy with balance (directly deposit fiat into KuCoin account)
Depositing fiat and buy with balance (directly deposit fiat into KuCoin account)
Crypto deposits (using on-chain transfer to transfer coins from wallet to KuCoin)
Crypto deposits (using on-chain transfer to transfer coins from wallet to KuCoin)
Crypto withdrawals (using on-chain transfer to withdraw coins to wallet)
Crypto withdrawals (using on-chain transfer to withdraw coins to wallet)
Buying crypto with fiat (buy crypto on KuCoin using VISA/Mastercard/Apple Pay, etc.)
Buying crypto with fiat (buy crypto on KuCoin using VISA/Mastercard/Apple Pay, etc.)
P2P (obtain coins by trading with other users/merchants on KuCoin)
P2P (obtain coins by trading with other users/merchants on KuCoin)

14.

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

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

The process of buying crypto with fiat is slow.

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

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

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

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

The fee for buying crypto with fiat is high.

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

Others (please specify)

18.

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

21.

Regarding "Trade", how satisfied are you with the following aspects? (Please rate on a scale of 1-5. If you haven't tried or used this aspect recently, kindly select the first option)

	I haven't try this aspect recently	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied
Trading Bot
Trading Bot
Convert (convert coins directly on KuCoin instead of using spot trading)
Convert (convert coins directly on KuCoin instead of using spot trading)
Candlestick Chart
Candlestick Chart
Spot Trading
Spot Trading
Futures Trading
Futures Trading
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.)
API
API
Asset Overview (view total assets, position status of each account, etc.)
Asset Overview (view total assets, position status of each account, etc.)
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.)
Margin Trading
Margin Trading

23.

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

Cannot draw lines and make drawings on the candlestick chart.

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

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

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

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

The loading/refresh speed of candlesticks is slow.

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

Too few technical indicators available on the app.

Others (please specify)

24.

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

Some coin pairs do not support large-amount conversion.

Lack of tutorials on the app page.

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

The pairs I want to convert are not supported (please list the pairs you wish to see supported).

Others (please specify)

26.

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

There is insufficient funding pool for leverage.

The leverage (coin borrowing) interest rate is high.

The lending limits for some coins are low.

There are few currencies or currency pairs that offer leverage.

Need better PNL (profit and loss statistics) function for evaluate my margin accounts

Others (please specify)

29.

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

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

Poor API documentation experience, needing optimization.

High API latency.

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

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

30.

We apologize for the poor API usage experience you've had. To find out more, we hope you can provide the UID of the master account you were using when you encountered the issue, the request logs or return logs (if any), and describe the problem in as much detail as possible so that we may improve.
We also recommend you join our API community for greater support (English community: https://t.me/KuCoin_API, Chinese community: https://t.me/KuCoin_API_CN).

32.

Regarding "KuCoin Earn and Promotions", how satisfied are you with the following aspects? (Please rate on a scale of 1-5. If you haven't tried or used this aspect recently, kindly select the first option)

	I haven't try this aspect recently	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied
Operation Events (trading competition, lottery, airdrop, etc.)
Operation Events (trading competition, lottery, airdrop, 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.)
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.)
Community Event & Campaign (e.g., Telegram/Discord)
Community Event & Campaign (e.g., Telegram/Discord)

37.

Regarding "Customer Support Quality", how satisfied are you with the following aspects? (Please rate on a scale of 1-5. If you haven't tried or used this aspect recently, kindly select the first option)

	I haven't consulted in the last month	1. Very dissatisfied	2. Dissatisfied	3. Average	4. Satisfied	5. Very satisfied
Email Live Agent Support (after selecting "Submit Ticket", to communicate with our support through email)
Email Live Agent Support (after selecting "Submit Ticket", to communicate with our support through email)
Live Chat Support (after selecting "Transfer to Live Agent Support" to communicate with our staff in real-time online)
Live Chat Support (after selecting "Transfer to Live Agent Support" to communicate with our staff in real-time online)
AI Customer Support (after clicking the customer support entrance {headset icon}, the intelligent bot will provide guidance services on some basic issues)
AI Customer Support (after clicking the customer support entrance {headset icon}, the intelligent bot will provide guidance services on some basic issues)

41.

Which of the following behaviors would affect your positive rating of human customer support?【Choose at most 5 items】

Problems are resolved smoothly, with a short resolution process and time

Being able to quickly connect with live agent support

Quick transfer to live agent support with shorter wait times, and quicker initial responses from email support

Professional customer support with strong problem-solving ability

Solutions exceed expectations

Solutions meet expectations

The issue being resolved in one go

Good customer support attitude

Others (please specify)

42.

Based on your experience with AI assistant support, what sort of help do you think they can provide?【Choose at most 5 items】

After interacting with AI assistants, live chat support does not need me to provide the same details again.

After interacting with AI assistants, live agents can solve my problem faster.

AI assistants can solve complex problems.

AI assistants can completely and fundamentally solve my problems.

After interacting with AI assistants, live chat support does not need me to repeat my issues again.

AI assistants can only identify my problem and provide basic guidance, but cannot solve complex issues.

I'm not familiar with AI assistants, so it’s hard to say.

Others (please specify)

43.

We apologize for the poor experience you’ve encountered. To investigate the situation, we hope you can provide the UID of the master account you were using when you encountered the issue or the consultation email, and describe in as much detail as possible the problem you consulted for, and the support agent’s reply.

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