Customer Satisfaction Survey - IELTS Listening Answers & Explanations
From Cambridge IELTS 15 Academic Listening Test 4 · Part 1 · Questions 1–10
Audio
Questions
Questions 1–10 Form Completion
Complete the form below.
Write ONE WORD AND/OR A NUMBER for each answer.
Customer Satisfaction Survey
Customer details
Name: Sophie Bird
Occupation: 1
Reason for travel today: 2
Journey information
Name of station returning to: 3
Type of ticket purchased: Standard 4 ticket
Cost of ticket: £5
When ticket was purchased: Yesterday
Where ticket was bought: 6
Satisfaction with journey
Most satisfied with: the wifi
Least satisfied with: the 7 this morning.
Satisfaction with station facilities
Most satisfied with: how much 8 was provided
Least satisfied with: lack of seats, particularly on the 9
Neither satisfied nor dissatisfied with: the 10 available
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q1 | journalist | I’m a journalist. | Excerpt/Transcript Explanation: The transcript says, 'I’m a journalist.' This means the person speaking is someone who writes news stories for newspapers or websites. Answer Explanation: The answer is 'journalist'. This means the person working in the field of writing news. Reason For Correctness: The correct answer is 'journalist' because the person speaking in the excerpt said they are a journalist. |
| Q2 | shopping | I came here to do some shopping. | Excerpt/Transcript Explanation: The transcript says the customer went shopping today. Answer Explanation: The answer is 'shopping', which means buying things. Reason For Correctness: The correct answer is 'shopping' because the excerpt says the customer came to the station to do some shopping. This means the reason for their travel was shopping. |
| Q3 | Staunfirth | Staunfirth, where I live. | Excerpt/Transcript Explanation: The transcript refers to a place called Staunfirth, which is where the person lives. Answer Explanation: The answer 'Staunfirth' is a place name. Reason For Correctness: The correct answer matches the place mentioned in the excerpt, which is Staunfirth. This shows that the answer aligns with the information provided in the text. |
| Q4 | return | No, I just got a normal return ticket. | Excerpt/Transcript Explanation: The transcript indicates that the person only purchased a standard return ticket for their journey. Answer Explanation: The answer 'return' corresponds to the type of ticket purchased, which in this case is a return ticket. Reason For Correctness: The correct answer aligns with the information provided in the excerpt where the individual mentions they purchased a 'normal return ticket.' This choice fits the context and type of ticket mentioned in the conversation snippet. |
| Q5 | 23.70 | I paid £23.70. | Excerpt/Transcript Explanation: The transcript mentions that the person paid 23.70 pounds for something. Answer Explanation: The answer shows the amount of money paid, which is 23.70. Reason For Correctness: The correct answer matches the information provided in the excerpt, where it explicitly states 'I paid £23.70.' Therefore, the answer 23.70 is correct as it represents the cost specified in the text. |
| Q6 | online | I got an e-ticket online. | Excerpt/Transcript Explanation: The transcript mentions that the person received their ticket through the internet. Answer Explanation: The answer means the ticket was obtained through the internet. Reason For Correctness: The correct answer aligns with the information provided in the transcript where it states 'I got an e-ticket online.' This shows that the ticket was purchased using an online platform or website. |
| Q7 | delay | the trains run on time and are pretty reliable but today there was a delay | Excerpt/Transcript Explanation: The transcript tells us that the trains are usually on time and reliable, but on this particular day, there was a delay, which means the train did not arrive or depart as scheduled. Answer Explanation: The answer refers to a situation where something is running later than planned. Reason For Correctness: The correct answer 'delay' is appropriate because it matches the situation described in the excerpt where the trains were reliable except for that specific day when there was a delay, causing inconvenience to the traveler. |
| Q8 | information | I think the best thing is that they’ve improved the amount of information about train times etc. that’s given to passengers | Excerpt/Transcript Explanation: The transcript mentions that the amount of information provided to passengers about train times has been improved, indicating a positive change. Answer Explanation: The answer 'information' refers to details or data given to passengers about train times, which has been praised in the excerpt. Reason For Correctness: The correct answer is 'information' because it directly relates to the improved details about train times mentioned in the excerpt, showing that the passenger found this positive change to be beneficial. |
| Q9 | platform / platforms | But one thing is that there aren’t enough places to sit down, especially on the platforms. | Excerpt/Transcript Explanation: The transcript mentions that there are not enough seats to sit down, especially on the platforms. Answer Explanation: The answer means the raised flat areas where you wait for trains or buses. It refers to the parts of the station where passengers stand while waiting for transportation. Reason For Correctness: The correct answer 'platform' is appropriate because it matches the description in the excerpt where the speaker talks about the lack of seating, specifically on the platforms, which are indeed the designated areas at a station where people wait for their trains or buses. |
| Q10 | parking | What about the parking at the station? | Excerpt/Transcript Explanation: The transcript is asking about how the person felt about the parking at the station. Answer Explanation: The answer says that the person was not satisfied with the parking at the station. Reason For Correctness: The correct answer is "parking" because the excerpt asks about the person's satisfaction with the parking at the station, and the answer states that the person was not satisfied with it. |
Transcript
MAN: Hello. Do you mind if I ask you some questions about your journey today? We’re doing a customer satisfaction survey.
SOPHIE: Yes. OK. I’ve got about ten minutes before my train home leaves. I’m on a day trip.
MAN: Great. Thank you. So first of all, could you tell me your name?
SOPHIE: It’s Sophie Bird.
MAN: Thank you. And would you mind telling me what you do?
SOPHIE: I’m a journalist.
MAN: Oh really? That must be interesting.
SOPHIE: Yes. It is.
MAN: So was the reason for your visit here today work?
SOPHIE: Actually, it’s my day off. I came here to do some shopping.
MAN: On right.
SOPHIE: But I do sometimes come here for work.
MAN: OK. 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 travelling back to?
SOPHIE: Staunfirth, where I live.
MAN: Can I just check the spelling? S-T-A-U-N-F-I-R-T-H?
SOPHIE: That’s right.
MAN: And you travelled from there this morning?
SOPHIE: Yes.
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.
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. I keep meaning to get one because it’s a lot cheaper.
MAN: Yes – you’d have saved 20% on your ticket today. So you paid the full price for your ticket?
SOPHIE: I paid £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. 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. 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.
MAN: A lot of customers are saying the same thing.
SOPHIE: So to answer your question … I got an e-ticket online.
—————————
MAN: OK. Thank you. Now I’d like to ask you about your satisfaction with your journey. So what would you say you were most satisfied with today?
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.
MAN: That’s the first time today anyone’s mentioned that. It’s good to get some positive feedback on that.
SOPHIE: Mmm.
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; the train was about 15 minutes behind schedule.
MAN: OK. I’ll put that down. Now I’d also like to ask about the facilities at this station. You’ve probably noticed that the whole station’s been upgraded. What are you most satisfied with?
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.
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. The trains are much more modern and I like the new café. But one thing is that there aren’t enough places to sit down, 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? We’d like feedback on whether people are satisfied, dissatisfied or neither satisfied nor dissatisfied.
SOPHIE: OK.
MAN: 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, and what about …?