# Customer Satisfaction Survey: answers and explanations

Cambridge IELTS 15, Test 4, Listening Part 1

Source: Recording, questions and answer key from Cambridge IELTS 15, Test 4, Listening Part 1. © Cambridge University Press & Assessment. Used for educational practice. Explanations and evidence notes are written by Testmigo.

## Answer key

| Q | Answer | Proof |
| --- | --- | --- |
| 1 | journalist | I'm a journalist. |
| 2 | shopping | I came here to do some shopping. |
| 3 | Staunfirth | Staunfirth, where I live. ... STAUNFIRTH? |
| 4 | return | I just got a normal return ticket. |
| 5 | 23.70 | I paid GBP 23.70. |
| 6 | online | I got an e-ticket online. |
| 7 | delay | but today there was a delay. |
| 8 | information | they've improved the amount of information about train times |
| 9 | platform | Especially on the platforms. |
| 10 | parking | what about the parking at the station? ... So neither satisfied nor dissatisfied for that then? |

## Why these answers are right

**1. journalist.** When asked what she does, Sophie answers that she is a journalist, and the interviewer comments that it must be interesting. Occupation means job, so the one word for the form is journalist.

**2. shopping.** Sophie says today is her day off and she came to do some shopping, though she sometimes visits for work. The note asks for the reason for travel today, so the answer is shopping.

**3. Staunfirth.** Sophie is traveling back to Staunfirth, where she lives, and the interviewer checks the spelling S-T-A-U-N-F-I-R-T-H, which she confirms. The station name must be written exactly as spelled, so the answer is Staunfirth.

The why and the trap for questions 4 onwards are free with an account on the [answers page](https://testmigo.com/ielts/listening/customer-satisfaction-survey/answers).

## Transcript

**Announcer:** Part 1.

**Announcer:** You will hear a representative from a train company talking to a woman about her train journey.

**Announcer:** First, you have some time to look at questions 1 to 6.

**Announcer:** Now listen carefully and answer questions 1 to 6.

**Man:** Hello, do you mind if I ask you some questions about your journey today?

**Man:** We're doing a customer satisfaction survey.

**Sophie:** Yes, OK.

**Sophie:** I've got about 10 minutes before my train home leaves.

**Sophie:** I'm on a day trip.

**Man:** Great, thank you.

**Man:** So first of all, could you tell me your name?

**Sophie:** It's Sophie Bird.

**Man:** Thank you.

**Man:** And would you mind telling me what you do?

**Sophie:** I'm a journalist.

**Man:** Oh, really?

**Man:** That must be interesting.

**Sophie:** Yes, it is.

**Man:** So, what's the reason for your visit here today?

**Man:** Work?

**Sophie:** Actually, it's my day off.

**Sophie:** I came here to do some shopping.

**Man:** All right.

**Sophie:** But I do sometimes come here for work.

**Man:** OK.

**Man:** Now, I'd like to ask some questions about your journey today, if that's OK.

**Sophie:** Yes, no problem.

**Man:** Right, so can you tell me which station you're traveling back to?

**Sophie:** Staunfirth, where I live.

**Man:** Uh. Can I just check the spelling?

**Man:** STAUNFIRTH?

**Sophie:** That's right.

**Man:** Hmm. And you traveled from there this morning?

**Sophie:** Yes.

**Man:** OK, good.

**Man:** Next, can I ask what kind of ticket you bought?

**Man:** I assume it wasn't a season ticket, as you don't travel every day.

**Sophie:** That's right.

**Sophie:** No, I just got a normal return ticket.

**Sophie:** I don't have a rail card, so I didn't get any discount.

**Sophie:** I keep meaning to get one, because it's a lot cheaper.

**Man:** Yes, you'd have saved 20% on your ticket today.

**Man:** Uh. So you paid the full price for your ticket.

**Sophie:** I paid GBP 23.70.

**Man:** OK, do you think that's good value for money?

**Sophie:** Not really, I think it's too much for a journey that only takes 45 minutes.

**Man:** Yes, that's one of the main complaints we get.

**Man:** So you didn't buy your ticket in advance?

**Sophie:** No, I know it's cheaper if you buy a week in advance, but I didn't know I was coming then.

**Man:** I know, you can't always plan ahead. So, did you buy it this morning?

**Sophie:** No, it was yesterday.

**Man:** Right, and do you usually buy your tickets at the station?

**Sophie:** Well, I do usually, but the ticket office closes early, and I hate using ticket machines.

**Sophie:** I think ticket offices should be open for longer hours.

**Sophie:** There's always a queue for the machines, and they're often out of order.

**Man:** Hmm. A lot of customers are saying the same thing.

**Sophie:** So to answer your question, I got an e-ticket online.

**Announcer:** Before you hear the rest of the conversation, you have some time to look at questions 7 to 10.

**Announcer:** Now listen and answer questions 7 to 10.

**Man:** OK, thank you.

**Man:** Now I'd like to ask you about your satisfaction with your journey.

**Man:** So what would you say you were most satisfied with today?

**Sophie:** Well, I like the Wi-Fi on the train.

**Sophie:** It's improved a lot.

**Sophie:** It makes it easier for me to work if I want to.

**Man:** That's the first time today anyone's mentioned that.

**Man:** It's good to get some positive feedback on that.

**Sophie:** Hmm.

**Man:** And is there anything you weren't satisfied with?

**Sophie:** Well, normally the trains run on time and are pretty reliable, but today there was a delay.

**Sophie:** The train was about 15 minutes behind schedule.

**Man:** Hmm. OK, I'll put that down.

**Man:** Now, uh, I'd also like to ask about the facilities at this station.

**Man:** You've probably noticed that the whole station's been upgraded.

**Man:** What are you most satisfied with?

**Sophie:** Uh. I think the best thing is that they've improved the amount of information about train times et cetera that's given to passengers.

**Sophie:** It's much clearer, before there was only one board, and I couldn't always see it properly, which was frustrating.

**Man:** That's good, and is there anything you're not satisfied with?

**Sophie:** Let's see, I think things have generally improved a lot.

**Sophie:** The trains are much more modern, and I like the new cafe, but one thing is that there aren't enough places to sit down.

**Sophie:** Especially on the platforms.

**Man:** OK, so I'll put seating down, shall I, as the thing you're least satisfied with?

**Sophie:** Yes, OK.

**Man:** Can I ask your opinion about some of the other facilities?

**Sophie:** Uh huh.

**Man:** We'd like feedback on whether people are satisfied.

**Man:** Dissatisfied or neither satisfied nor dissatisfied.

**Man:** OK, uh, what about the parking at the station?

**Sophie:** Well, to be honest, I don't really have an opinion, as I never use it.

**Man:** So neither satisfied nor dissatisfied for that then?

**Sophie:** Yes, I suppose so.

**Man:** OK, uh, and what about these?

**Announcer:** That is the end of part 1.

**Announcer:** You now have one minute to check your answers to part 1.

[Practice Customer Satisfaction Survey](https://testmigo.com/ielts/listening/customer-satisfaction-survey)