Student Survey Questionnaire

APPENDIX 2: STUDENT SURVEY QUESTIONNAIRE

STUDENT SURVEY FORM

Hello students!

We are a research team conducting a study on Customer Journey at ANI International Training Academy. The main purpose of the study is for ANI to listen to customer opinions to continuously improve the quality of training and services of the academy . The survey only takes 10 minutes to answer, so we hope you will spend some time to help us complete this study.

Please note that there are no right or wrong answers, only the answer that best suits you. We guarantee that the information you provide will be kept confidential and used for research purposes only, the information collected will be reported as a whole, we will not provide individual information or the content of any particular survey to the academy or third parties.

We sincerely thank you for your cooperation!

PART I: FILTERING QUESTIONS PART II: MAIN CONTENTSTAGE 1: Recognize the need to learn a foreign languageSTAGE 2: Pay attention to information and activities of the International Training AcademySTAGE 3: Find out more information about the B1 course at ANISTAGE 4: Choose to buy and experience the courseSTAGE 5: Introduce and support ANI International Training AcademyPART III: RESPONDENT INFORMATIONThank you very much for participating in the survey.1. Introduction (5 minutes)2. Learn about the student (5 minutes)3. Learn about the students' experiences throughout the experience journey (40 minutes)3.2 Learn about the students' "attraction" phase3.3 Learn about the students' "learning" phase3.4 Learn about the "Action" phase3.5 Learn about the "Support" phase4. Propose changes (5 minutes)APPENDIX 4: SPSS ANALYSIS RESULTS5.1345679101113141517181921222324812162025Testing the difference between 2 populations812162025

PART I: FILTERING QUESTIONS

Question 1: Have you ever chosen to buy the B1 course at ANI?

Have

1	Continue
Are not	2	Terminate / end / stop interview

Maybe you are interested!

PART II: MAIN CONTENT

Question 2 : Why did you choose to study B1? (You can choose multiple answers)

To be eligible for graduation

1
Help yourself improve your English skills	2
Help yourself improve other soft skills	3
Because my friends are all studying B1	4
Introduction from friends, relatives,...	5
Other (please specify):…………………………	6

Question 3: Please tell us your criteria for choosing the B1 course at ANI for yourself.

What is the body? (Multiple answers are possible)

From previous experience

The location of the academy is convenient

2
Reasonable tuition fee	3
Reputation of the academy	4
Modern curriculum	5
Friends, colleagues, family,… advice	6
Other (specify): ………………	7

Question 4: What sources do you usually look for information through ? (You can choose multiple)

answer)

Direct advice from staff

1
Friends, relatives, colleagues provide information	2
Search for information on Google.	3
Blogs, websites review and compare centers	4
Website of English centers	5
Online newspapers and magazines	6
Flyers, banners, backdrops,…	7
English center fanpage	8
Other (please specify):…………………..	9

Below is the order of stages in the customer journey at ANI International Training Academy that the author proposed during the research process.

Please go through the steps to ensure you answer the questions below accurately.

best suited to you

Stage name
Phase 1	Recognizing the need to learn foreign languages
Phase 2	Pay attention to information and activities of the National Training Academy. ANI cell
Phase 3	Find out more about the B1 course at ANI
Phase 4	Choose to buy and experience the B1 course at ANI

Introduce and support ANI International Training Academy

Phase 5

STAGE 1: Recognizing the need to learn a foreign language

Question 5: Do you spend time looking for information about English courses for yourself?

body?

Have

1
Are not	2

Question 6: What is your purpose in finding a course? (You can choose multiple answers)

To know the English centers for yourself

1
To know English courses for yourself	2
To make a list of information to find out	3
Other (please specify):………………………………………	4

Question 7: What difficulties or obstacles did you encounter when finding a course for yourself?

(Multiple answers may be selected)

There are too many centers to remember.

1
I have to watch too many ads	2
Center names are confusing.	3
No time to pay attention	4
I don't know which source is reliable.	5
Other (Specify):……………………….	6

Question 8: When searching for a course, please rate your “Satisfaction Level” for

My experiences with ANI on the following channels: The cells receive values from 1 to 5 according to the following convention:

1. Completely dissatisfied

2. Dissatisfied

3. Moderation

4. Satisfaction

5. Completely satisfied

(Please select only one answer for each statement)

Channel

Satisfaction level
Past Experiences with ANI	1	2	3	4	5
Recommendations from friends, colleagues, family, etc.	1	2	3	4	5
Advertise about ANI on Fanpage	1	2	3	4	5
Information about ANI on flyers, banners, backdrops , etc.	1	2	3	4	5
ANI Scholarship Programs Sponsored	1	2	3	4	5
Workshops organized by ANI	1	2	3	4	5
Competitions organized by ANI at your school learn	1	2	3	4	5

PHASE 2: Pay attention to information and activities of the International Training Academy

ANI

Question 9: When looking for a course for yourself, were you attracted by ANI's activities ? (If yes, continue to answer questions 10-12)

Have

1
Are not	2

Question 10: How does being attracted to ANI's activities help you ?

(Multiple answers may be selected)

To find useful information

1
To save time searching for information	2
To focus search capabilities, save resources	3
Other (please specify):………………………………………	4

Question 11: What prevents the academy from making an impression on you?

(Multiple answers may be selected)

There are too many centers to remember.

1
Unimpressive advertising content	2
The academy's activities are not outstanding.	3
No time to pay attention	4
Other (please specify)	5

Question 12: When paying attention to the center's information, please rate your " Satisfaction level " for your experiences with ANI on the following channels:

Cells receive values from 1 to 5 according to the following convention:

1. Completely dissatisfied

2. Dissatisfied

3. Moderation

4. Satisfaction

5. Completely satisfied

Please select only one answer for each statement.

1. Channel

Satisfaction level
Information from friends, relatives, colleagues, ...	1	2	3	4	5
Information on ANI Website	1	2	3	4	5
ANI Fanpage Information	1	2	3	4	5
Information on flyers, banners, backdrop,…	1	2	3	4	5
Advertising on Fanpage	1	2	3	4	5
English competition organized by ANI function	1	2	3	4	5

PHASE 3: Find out more information about the B1 course at ANI

Question 13: Would you like to learn more about the B1 course at ANI for me?

Have

1
Are not	2

Question 14: What is your purpose in learning more about the B1 course at ANI?

What am I? (Multiple answers possible)

To know the duration and content of the course

1
To compare prices between centers	2
To evaluate the quality of the center	3

Other (please specify):………………………….

Question 15: What difficulties or obstacles did you encounter when learning more about the B1 course?

at ANI? (Multiple answers allowed)

The center is far from home and not convenient to come directly.

1
Difficulty in accessing information on the internet	2
The information accessed is not useful.	3
No time to learn much	4
Not sure which source is reliable	5
Fear of personal information disclosure	6
be disturbed	7
Other (please specify):………………………..	8

Question 16: When looking into the information, please rate your " Satisfaction Level " for

with your experiences with ANI on the following channels: Please select only one answer for each statement. The boxes receive values from 1 to 5 according to the following convention:

1. Completely dissatisfied

2. Dissatisfied

3. Moderation

4. Satisfaction

5. Completely satisfied

Channel

Satisfaction level
Information from friends, relatives, colleagues career,…	1	2	3	4	5
Google search	1	2	3	4	5
ANI Academy Website Information	1	2	3	4	5
Third party websites, news about ANI	1	2	3	4	5
Fanpage and group information of the center heart	1	2	3	4	5
Chatbox consulting on fanpage	1	2	3	4	5
Course consultation call	1	2	3	4	5
Central office	1	2	3	4	5
Consultant	1	2	3	4	5
Email information about ANI courses	1	2	3	4	5

PHASE 4: Choose to buy and experience the course.

Question 17: Would you choose to buy a B1 course for yourself at ANI ?

Have

1
Are not	2

Question 18: Please tell us your purpose in choosing to buy the course.

What is B1 at ANI? (Multiple answers are possible)

Want to be qualified to graduate

1
Want to improve English skills	2
Want to study with friends	3
Other (please specify):………………………………………	4

Question 19: What difficulties or obstacles did you encounter when choosing to buy the B1 course at ANI?

(Multiple answers may be selected)

Center far from home

1
High tuition fees	2
Complicated registration process	3
Delayed, passive information	4
Difficulty in contacting teachers	5
Comments and complaints are not taken into account.	6
Other (please specify):………………………………………	7

Question 20: When choosing the B1 course, please rate “ Satisfaction level ”

your experiences with ANI on the following channels: Please select only one answer for each statement

Channel

Satisfaction level
ANI Website	1	2	3	4	5
ANI Office	1	2	3	4	5
Consultant	1	2	3	4	5
ANI Classroom	1	2	3	4	5
Teaching staff	1	2	3	4	5
My own curriculum	1	2	3	4	5
ANI Parking Lot	1	2	3	4	5
ANI Wifi	1	2	3	4	5
Contact phone	1	2	3	4	5
E-mail	1	2	3	4	5

PHASE 5: Introduce and support ANI International Training Academy

Question 21: Would you recommend ANI to others? (If yes, continue answering)

sentences 23-25)

Have

1
Are not	2

Question 22: Will you continue to choose ANI for yourself?

Have

1
Are not	2

Question 23: Please tell us your purpose in introducing and supporting ANI.

What is it? (Multiple answers are possible)

You share useful information with other students when they are looking for a center.

mind for them

1
You help the academy develop further	2
Do you want the academy to improve and enhance its services further?	3
You protect the reputation of the academy.	4
You want to build a long-term relationship with the academy	5
Other (please specify):………………………………………	6

Question 24: What makes it difficult for you to recommend and support the academy?

(Multiple answers may be selected)

Time consuming

1
Complex evaluation process	2
High tuition fees make it difficult to continue studying	3
Can't see the benefits, the privileges	4
Other (please specify):………………………………………	5

Question 25: When introducing and supporting the center, please rate your " Satisfaction level " with your experiences with ANI on the following channels:

Cells receive values from 1 to 5 according to the following convention:

1. Completely dissatisfied

2. Dissatisfied

3. Moderation

4. Satisfaction

5. Completely satisfied

(Please select only one answer for each statement)

Channel

Satisfaction level
Directly with friends , relatives, family,...	1	2	3	4	5
Review section on ANI Fanpage	1	2	3	4	5
Student groups	1	2	3	4	5
Facebook profile	1	2	3	4	5
ANI's Tiktok	1	2	3	4	5
ANI's Instagram	1	2	3	4	5
ANI's Youtube	1	2	3	4	5

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