[01:35.68]MAN:Hello. Do you mind if I ask you some questions about your journey today? We're doing a customer satisfaction survey.
[01:43.46]SOPHIE:Yes. OK. I've got about ten minutes before my train home leaves. I'm on a day trip.
[01:49.34]MAN:Great. Thank you. So first of all, could you tell me your name?
[01:53.82]SOPHIE: It's Sophie Bird.
[01:55.79]MAN:Thank you. And would you mind telling me what you do?
[01:59.50]SOPHIE:I'm a journalist.
[02:01.03]MAN:Oh really? That must be interesting.
[02:03.31]SOPHIE:Yes. It is.
[02:04.63]MAN:So was the reason for your visit here today work?
[02:08.50]SOPHIE:Actually, it's my day off. I came here to do some shopping.
[02:12.34]MAN:Oh right.
[02:13.45]SOPHIE:But I do sometimes come here for work.
[02:16.22]MAN:OK. Now I'd like to ask some questions about your journey today, if that's OK.
[02:21.50]SOPHIE:Yes. No problem.
[02:22.71]MAN:Right, so can you tell me which station you're travelling back to?
[02:27.03]SOPHIE:Staunfirth, where I live.
[02:29.32]MAN:can I just check the spelling? S-T-A-U-N-F-I-R-T-H?
[02:39.23]SOPHIE:That's right.
[02:39.90]MAN:And you travelled from there this morning?
[02:43.53]SOPHIE:Yes.
[02:44.43]MAN:OK, good. Next, can I ask what kind of ticket you bought? I assume it wasn't a season ticket, as you don't travel every day.
[02:52.79]SOPHIE:That's right. No, I just got a normal return ticket. I don't have a rail card so I didn't get any discount.
[03:01.15]I keep meaning to get one because it's a lot cheaper.
[03:04.18]MAN:Yes — you'd have saved 20% on your ticket today. So you paid the full price for your ticket?
[03:10.94]SOPHIE:I paid €23.70.
[03:13.27]MAN:OK. Do you think that's good value for money?
[03:16.30]SOPHIE:Not really. I think it's too much for a journey that only takes 45 minutes.
[03:20.82]MAN:Yes, that's one of the main complaints we get. So, you didn't buy your ticket in advance?
[03:26.54]SOPHIE:No. I know it's cheaper if you buy a week in advance but I didn't know I was coming then.
[03:31.83]MAN:I know. You can't always plan ahead. So, did you buy it this morning?
[03:37.46]SOPHIE:No, it was yesterday.
[03:39.59]MAN:Right. And do you usually buy your tickets at the station?
[03:43.78]SOPHIE:Well, I do usually but the ticket office closes early and I hate using ticket machines.
[03:49.83]I think ticket offices should be open for longer hours. There's always a queue for the machines and they're often out of order.
[03:56.66]MAN:A lot of customers are saying the same thing.
[03:59.43]SOPHIE:So to answer your question... I got an e-ticket online.
[04:40.03]MAN:OK. Thank you. Now I'd like to ask you about your satisfaction with your journey.
[04:46.97]So what would you say you were most satisfied with today?
[04:50.55]SOPHIE: Well, I like the wifi on the train. It's improved a lot. It makes it easier for me to work if I want to.
[04:58.78]MAN:That's the first time today anyone's mentioned that. It's good to get some positive feedback on that.
[05:03.95]SOPHIE: Mmm.
[05:04.75]MAN:And, is there anything you weren't satisfied with?
[05:08.65]SOPHIE: Well, normally, the trains run on time and are pretty reliable but today there was a delay; the train was about 15 minutes behind schedule.
[05:19.61]MAN:OK. I'll put that down. Now I'd also like to ask about the facilities at this station.
[05:26.35]You've probably noticed that the whole station's been upgraded. What are you most satisfied with?
[05:32.79]SOPHIE: I think the best thing is that they've improved the amount of information about train times etc. that's given to passengers — it's much clearer — before there was only one board and I couldn't always see it properly — which was frustrating.
[05:48.81]MAN:That's good. And is there anything you're not satisfied with?
[05:52.85]SOPHIE: Let's see... I think things have generally improved a lot. The trains are much more modern and I like the new café.
[06:02.23]But one thing is that there aren't enough places to sit down, especially on the platforms.
[06:07.99]MAN:OK — so I'll put 'seating' down, shall l, as the thing you're least satisfied with?
[06:13.66]SOPHIE:Yes. OK.
[06:14.94]MAN:Can I ask your opinion about some of the other facilities?
[06:19.13]We'd like feedback on whether people are satisfied, dissatisfied or neither satisfied nor dissatisfied.
[06:26.52]SOPHIE: OK.
[06:27.45]MAN:What about the parking at the station?
[06:30.56]SOPHIE: Well to be honest, I don't really have an opinion as I never use it.
[06:35.47]MAN:So, neither satisfied nor dissatisfied for that then.
[06:39.18]SOPHIE:Yes, I suppose so...
[06:41.37]MAN:OK, and what about...?
