NARRATOR:
You will hear a railway representative conducting a customer satisfaction survey with a passenger.
NARRATOR:
First, you have some time to look at questions one to six.
NARRATOR:
Now listen carefully and answer questions one to six.
MAN:
Would you be willing to answer a few questions about the journey you made today?
MAN:
We're carrying out a customer satisfaction survey.
SOPHIE:
Yes, that's fine.
SOPHIE:
I have around ten minutes before my train home and I've only come for the day.
MAN:
Could I start by taking your name?
MAN:
And what is your occupation if you don't mind me asking?
SOPHIE:
I work as a journalist.
MAN:
That sounds interesting.
MAN:
Did you travel here for work today?
SOPHIE:
No, today is actually my day off.
SOPHIE:
The reason I came was to do some shopping.
SOPHIE:
I do make the same journey for work occasionally though.
MAN:
I'd like to record a few details about today's journey now.
MAN:
Which station will you be returning to?
SOPHIE:
That's where I live.
MAN:
Let me check the spelling: S-T-A-U-N-F-I-R-T-H?
MAN:
And that was also the station you travelled from this morning?
MAN:
What sort of ticket did you purchase?
MAN:
I'm guessing it wasn't a season ticket, since this isn't a daily trip.
SOPHIE:
No, I bought an ordinary return ticket.
SOPHIE:
It was the standard fare because I don't have a rail card, so there was no discount.
SOPHIE:
I really should get one because it would reduce the price considerably.
MAN:
You would have saved 20% today.
MAN:
How much did the ticket cost?
SOPHIE:
It was £23.70. Would you say that represents good value?
SOPHIE:
It feels expensive for a journey lasting only 45 minutes.
MAN:
That's a common complaint.
MAN:
I take it you didn't book a long time in advance?
SOPHIE:
I know fares are lower if you buy a week beforehand, but I hadn't decided to come at that point.
MAN:
So did you purchase it this morning?
SOPHIE:
No, I bought it yesterday.
MAN:
Do you normally get your tickets at the station?
SOPHIE:
But the ticket office shuts early, and I dislike the machines.
SOPHIE:
There is often a cue, and the machines are sometimes out of service.
SOPHIE:
The office ought to remain open longer.
MAN:
We've heard similar comments from quite a few passengers.
SOPHIE:
So, to answer the question, I purchased an electronic ticket online.
NARRATOR:
Before you hear the rest of the survey, you have some time to look at questions 7 to 10.
NARRATOR:
Now listen, and answer questions 7 to 10.
MAN:
Let's move on to how satisfied you were with the journey.
MAN:
What pleased you most today?
SOPHIE:
The Wi-Fi was the best feature.
SOPHIE:
It has improved a great deal and makes working on the train much easier when I need to.
MAN:
You're the first respondent today to mention that.
MAN:
It's useful to hear something positive.
MAN:
Was there anything about the journey that disappointed you?
SOPHIE:
The service is normally reliable, and the trains generally arrive on schedule.
SOPHIE:
This morning, however, there was a delay of roughly 15 minutes.
MAN:
I'd also like your opinion of the station facilities.
MAN:
The station has recently been upgraded.
MAN:
Which improvement satisfies you most?
SOPHIE:
The amount of information provided about departure times is much better.
SOPHIE:
Everything is clearer now.
SOPHIE:
Previously, there was only one display board, which was hard to see, and that was frustrating.
MAN:
Is there any facility you are dissatisfied with?
SOPHIE:
Overall, the station is much better.
SOPHIE:
The trains are newer, and the new cafe is pleasant.
SOPHIE:
But there still aren't enough seats, particularly on the platforms.
MAN:
So I should record seating as the feature you're least satisfied with?
SOPHIE:
Yes, that's right.
MAN:
Finally, I'll name a few other facilities.
MAN:
Please say whether you are satisfied, dissatisfied, or neither.
MAN:
What is your view of the station parking?
SOPHIE:
Honestly, I don't have an opinion because I never use it.
MAN:
In that case, I'll mark parking as neither satisfactory nor unsatisfactory.
SOPHIE:
Yes, I suppose that's accurate.
NARRATOR:
That is the end of part one.
NARRATOR:
You now have one minute to check your answers to part one.
