1Hello. Do you mind if I ask you some questions about your journey today?
2We're doing a customer satisfaction survey.
3Yes. OK. I've got about ten minutes before my train home leaves.
4I'm on a day trip.
5Great. Thank you.
6So first of all, could you tell me your name?
7It's Sophie Bird.
8Thank you.
9And would you mind telling me what you do?
10I'm a journalist.
11Oh really? That must be interesting.
12Yes. It is.
13So was the reason for your visit here today work?
14Actually, it's my day off.
15I came here to do some shopping.
16Oh right.
17But I do sometimes come here for work.
18OK.
19Now I'd like to ask some questions about your journey today, if that's OK.
20Yes. No problem.
21Right, so can you tell me which station you're travelling back to?
22Staunfirth, where I live.
23Ah, can I just check the spelling?
24STAUNFIRTH?
25That's right.
26And you travelled from there this morning?
27Yes.
28OK, good.
29Next, can I ask what kind of ticket you bought?
30I assume it wasn't a season ticket, as you don't travel every day.
31That's right. No, I just got a normal return ticket.
32I don't have a rail card so I didn't get any discount.
33I keep meaning to get one because it's a lot cheaper.
34Yes - you'd have saved 20% on your ticket today.
35So you paid the full price for your ticket?
36I paid £23.70.
37OK.
38Do you think that's good value for money?
39Not really.
40I think it's too much for a journey that only takes 45 minutes.
41Yes, that's one of the main complaints we get.
42So, you didn't buy your ticket in advance?
43No.
44I know it's cheaper if you buy a week in advance but I didn't know I was coming then.
45I know.
46You can't always plan ahead, so...
47er.. did you buy it this morning?
48No, it was yesterday.
49Right.
50And do you usually buy your tickets at the station?
51Well, I do usually but the ticket office closes early and I hate using ticket machines.
52I think ticket offices should be open for longer hours.
53There's always a queue for the machines and they're often out of order.
54Hmm... A lot of customers are saying the same thing.
55So to answer your question... I got an e-ticket online.
56OK.
57Thank you.
58Now I'd like to ask you about your satisfaction with your journey.
59So what would you say you were most satisfied with today?
60Well, I like the wifi on the train.
61It's improved a lot.
62It makes it easier for me to work if I want to.
63That's the first time today anyone's mentioned that.
64It's good to get some positive feedback on that.
65And, um... is there anything you weren't satisfied with?
66Well, normally, the trains run on time and are pretty reliable
67but today there was a delay;
68the train was about 15 minutes behind schedule.
69OK. I'll put that down.
70Now I'd also like to ask about the facilities at this station.
71You've probably noticed that the whole station's been upgraded.
72What are you most satisfied with?
73Oh... I think the best thing is that they've improved the amount of information about train times etc. that's given to passengers -
74it's much clearer -
75before there was only one board and I couldn't always see it properly,
76which was frustrating.
77That's good.
78And is there anything you're not satisfied with?
79Let's see...
80I think things have generally improved a lot.
81The trains are much more modern and I like the new café.
82But one thing is that there aren't enough places to sit down,
83especially on the platforms.
84OK,
85so I'll put 'seating' down, shall I, as the thing you're least satisfied with?
86Yes, OK.
87Can I ask your opinion about some of the other facilities?
88We'd like feedback on whether people are satisfied, dissatisfied or neither satisfied nor dissatisfied.
89OK.
90What about the parking at the station?
91Well to be honest, I don't really have an opinion as I never use it.
92So, neither satisfied nor dissatisfied for that then.
93Yes, I suppose so...
94OK, and what about...