| Hello. Do you mind if I ask you some questions about your journey today? |
| We're doing a customer satisfaction survey. |
| Yes. OK. I've got about ten minutes before my train home leaves. |
| I'm on a day trip. |
| Great. Thank you. |
| So first of all, could you tell me your name? |
| It's Sophie Bird. |
| Thank you. |
| And would you mind telling me what you do? |
| I'm a journalist. |
| Oh really? That must be interesting. |
| Yes. It is. |
| So was the reason for your visit here today work? |
| Actually, it's my day off. |
| I came here to do some shopping. |
| Oh right. |
| But I do sometimes come here for work. |
| OK. |
| Now I'd like to ask some questions about your journey today, if that's OK. |
| Yes. No problem. |
| Right, so can you tell me which station you're travelling back to? |
| Staunfirth, where I live. |
| Ah, can I just check the spelling? |
| STAUNFIRTH? |
| That's right. |
| And you travelled from there this morning? |
| Yes. |
| 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. |
| 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. |
| Yes - you'd have saved 20% on your ticket today. |
| So you paid the full price for your ticket? |
| I paid £23.70. |
| OK. |
| Do you think that's good value for money? |
| Not really. |
| I think it's too much for a journey that only takes 45 minutes. |
| Yes, that's one of the main complaints we get. |
| So, you didn't buy your ticket in advance? |
| No. |
| I know it's cheaper if you buy a week in advance but I didn't know I was coming then. |
| I know. |
| You can't always plan ahead, so... |
| er.. did you buy it this morning? |
| No, it was yesterday. |
| Right. |
| And do you usually buy your tickets at the station? |
| 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. |
| Hmm... A lot of customers are saying the same thing. |
| So to answer your question... I got an e-ticket online. |
| 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? |
| 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. |
| That's the first time today anyone's mentioned that. |
| It's good to get some positive feedback on that. |
| And, um... is there anything you weren't satisfied with? |
| 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. |
| 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? |
| Oh... 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. |
| That's good. |
| And is there anything you're not satisfied with? |
| 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. |
| OK, |
| so I'll put 'seating' down, shall I, as the thing you're least satisfied with? |
| Yes, OK. |
| 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. |
| OK. |
| What about the parking at the station? |
| Well to be honest, I don't really have an opinion as I never use it. |
| So, neither satisfied nor dissatisfied for that then. |
| Yes, I suppose so... |
| OK, and what about... |