Even when traveling abroad, tourists' complaints need to be actively responded to -- Research results of the Chinese citizens' overseas travel satisfaction survey report in the first quarter of 2015

On April 9, 2015, the China Tourism Academy released a survey report on Chinese citizens' satisfaction with overseas travel in the first quarter of 2015. The report showed that in the first quarter of 2015, the satisfaction index of Chinese citizens' overseas travel was at a "basic satisfaction" level of 76.77, a slight increase from the previous quarter. Tourists on long-distance routes such as Europe, America, Australia and New Zealand are more satisfied. In the first quarter of 2015, 18 of the 24 sample countries reached the "basic satisfaction" level of more than 75 points. The tourist satisfaction index scores from high to low are: New Zealand 80.35, Italy 79.40, the United States 78.42, Singapore 78.39, France 78.30, Japan 78.30, Spain 78.28, Thailand 78.08, Russia 77.84, Indonesia 77.61, Australia 77.52, Britain 77.52, Malaysia 77.05, Germany 76.92, Canada 76.62, South Korea 76.48, South Africa 75.95, Brazil 75.24, Philippines 74.95, Argentina 74.95, Mongolia 73.76, India 73.53, Vietnam 73.41, Cambodia 73.07. This quarter, the satisfaction level of long-distance destinations such as Europe, North America, and Oceania remained at a high level, while the satisfaction level of surrounding and short-distance destinations showed polarization: Chinese tourists visiting neighboring countries such as Singapore, Japan, and Thailand were relatively satisfied, while those visiting Russia, Indonesia, and Mongolia increased significantly, while those visiting neighboring countries such as South Korea and Cambodia were at a low level of decline. Satisfaction with the handling of foreign tourism complaints needs to be improved urgently. This quarter, tourists' expectations for the image and service level of foreign destinations tended to be stable, and their satisfaction with the image of the destination country, urban construction, urban management, public services, industry services, and the overall tourism service quality and satisfaction of foreign destinations increased slightly. The proportion of tourists with complaints and complaints decreased slightly, but the average satisfaction of tourists with complaint handling still decreased significantly year-on-year and month-on-month, reaching only 64. The problems reflected by tourists were mainly reflected in public services such as Chinese information, the tourism service quality of foreign tour guides and foreign travel agencies, and transportation services (long-distance passenger transport, railway stations, and self-driving cars). Among them, Chinese tourists to Spain, Mongolia, Italy and other countries are least satisfied with the handling of tourism complaints, while tourists from Malaysia, Vietnam, Indonesia and other countries have a higher proportion of complaints, and tourists from Vietnam, South Korea, Cambodia and other tourist hotspots also have a higher proportion of complaints. This also means that while visa facilitation allows citizens to travel abroad more freely, the protection of tourism rights and interests, including overseas consular protection, has been put on the agenda. Even outside the country, tourists' complaints need to be listened to and responded to in a kind manner.