Research results of the survey report on Chinese citizens’ overseas travel satisfaction in the third quarter of 2014

The proportion of tourists complaining and making complaints has increased. Tourists are "basically satisfied" with their overseas travel. On October 10, 2014, the China Tourism Academy released a survey report on the satisfaction of Chinese citizens traveling abroad in the third quarter of 2014 in Beijing. The report shows that in the third quarter of 2014, the satisfaction index of Chinese citizens traveling abroad was at the "basic satisfaction" level of 76.98, which was stable and rising compared with the previous quarter, but still at a relatively low satisfaction level. This quarter, the satisfaction evaluation of Chinese citizens on the image, urban construction, urban management, public services, and industry services of foreign destinations remained at a high level of around 80 points and increased compared with the previous quarter. The proportion of tourists complaining and making complaints did not decrease, and the loyalty indicators such as the revisit rate and recommendation rate were not high, which were the main reasons for the failure to effectively improve the satisfaction of tourists this quarter. The proportion of tourists complaining and making complaints has increased. In the third quarter of 2014, tourists' expectations for the image, service level, and service quality of foreign destinations increased slightly. They also increased their satisfaction with the image of the destination country, urban construction, urban management, public services, industry services, and the overall tourism service quality of foreign destinations. The gap between the overall satisfaction level and the expectations and ideal state has also narrowed. The third quarter survey shows that the proportion of tourists who complain and complain has increased, and the revisit rate and recommendation rate have also slightly decreased. Among them, tourists with complaining emotions and complaints account for 12.98% and 1.68% respectively. The average satisfaction of tourists with complaint handling has also slightly decreased compared with the previous quarter, only 71.01. The problems reflected by tourists are mainly reflected in the quality of tourism products and services, public services such as Chinese information, and sense of security. Tourists' evaluation of the degree of modernization and convenience of some countries is not high. Italy ranks first in tourism satisfaction. In the third quarter of 2014, 15 of the 24 sample countries reached the "basic satisfaction" level of more than 75 points, and the tourist satisfaction index scores of 14 overseas destination countries have increased. The tourist satisfaction of the sample countries from high to low is as follows: Italy 79.95, Singapore 79.82, the United States 79.79, Japan 79.48, New Zealand 79.36, Canada 79.02, the United Kingdom 78.85, Australia 78.66, Thailand 78.49, France 78.23, South Korea 77.55, Spain 77.31, Germany 77.13, Malaysia 76.84, Indonesia 75.86, Cambodia 74.13, Argentina 74.08, South Africa 73.98, Vietnam 73.84, Russia 73.79, Philippines 73.39, India 73.38, Brazil 73.05, and Mongolia 72.61.