Customer Satisfaction Survey

ANNOUNCER: Part 1. You will hear a representative from a train company talking to a woman about her train journey. First, you have some time to look at questions 1 to 6. Now listen carefully and answer questions 1 to 6.

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 10 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. 1

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, what's the reason for your visit here today? Work?

SOPHIE: Actually, it's my day off. I came here to do some shopping. 2

MAN: All 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 traveling back to?

SOPHIE: Staunfirth, where I live. 3

MAN: Uh. Can I just check the spelling? STAUNFIRTH?

SOPHIE: That's right.

MAN: Hmm. And you traveled 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. 4 I don't have a rail card, so I didn't get any discount.

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. 5

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

SOPHIE: No, it was yesterday.

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

SOPHIE: Well, I usually do, but the ticket office closes early, and I hate using ticket machines. So I got an e-ticket online. 6

ANNOUNCER: Before you hear the rest of the conversation, you have some time to look at questions 7 to 10. Now listen and answer questions 7 to 10.

MAN: OK, thank you. Now I'd like to ask you about your satisfaction with your journey.

SOPHIE: I like the Wi-Fi on the train. It's improved a lot.

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

SOPHIE: Today there was a delay. The train was about 15 minutes late. 7

MAN: I'd also like to ask about the facilities at this station.

SOPHIE: The best thing is the improved information about train times for passengers. 8

MAN: And is there anything you're not satisfied with?

SOPHIE: There aren't enough places to sit dow , especially on the platforms. 9

MAN: What about the parking at the station? 10

SOPHIE: I don't really have an opinion because I never use it.

ANNOUNCER: That is the end of Part 1. You now have one minute to check your answers to Part 1.

Croft Valley Park

ANNOUNCER: Part 2. You will hear the chair of a committee on park facilities addressing her local town council about changes that have been made to the park. First, you have some time to look at questions 11 to 16. Now listen carefully and answer questions 11 to 16.

SPEAKER: As chair of the Town Council Subcommittee on Park Facilities, I'd like to bring you up to date on some of the changes that have been made recently to Croft Valley Park.

SPEAKER: So if you could just take a look at the map I handed out, let's begin with a general overview.

SPEAKER: The basic arrangement of the park hasn't changed. It still has two gates, north and south, and a lake in the middle.

SPEAKER: The cafe continues to serve an assortment of drinks and snacks and is still in the same place, looking out over the lake and next to the old museum. 11

SPEAKER: We're hoping to change the location of the toilets and bring them nearer to the center of the park, as they're a bit out of the way at present near the adventure playground, in the corner of your map. 12

SPEAKER: The formal gardens have been replanted and should be at their best in a month or two.

SPEAKER: They used to be behind the old museum, but we've now used the space near the south gate, between the park boundary and the path that goes past the lake towards the old museum. 13

SPEAKER: We have a new outdoor gym for adults and children, which is already proving very popular. It's by the glass houses, just to the right of the path from the south gate. You have to look for it, as it's a bit hidden in the trees. 14

SPEAKER: One very successful introduction has been our skateboard ramp. It's in constant use during the evenings and holidays, near the old museum at the end of a little path that leads off from the main path between the lake and the museum. 15

SPEAKER: We've also introduced a new area for wild flowers to attract bees and butterflies. It's on a bend in the path that goes round the east side of the lake, just south of the adventure playground. 16

ANNOUNCER: Before you hear the rest of the presentation, you have some time to look at questions 17 to 20. Now listen and answer questions 17 to 20.

SPEAKER: Now let me tell you a bit more about some of the changes to Croft Valley Park.

SPEAKER: One of our most exciting developments has been the adventure playground. We were aware that we had nowhere for children to let off steam and decided to use our available funds to set up a completely new facility in a large space to the north of the park.

SPEAKER: It's open year round, though it closes early in the winter months, and entrance is completely free. 18

SPEAKER: Children can choose whatever activities they want to do irrespective of their age, but we do ask adults not to leave them on their ow there. 17

SPEAKER: There are plenty of seats where parents can relax and keep an eye on their children at the same time.

SPEAKER: Lastly, the glass houses. A huge amount of work has been done on them to repair the damage following the disastrous fire that recently destroyed their western side. 20

SPEAKER: Over £80,000 was spent on replacing the glass walls and the metal supports, as well as the plants that had been destroyed.

SPEAKER: At present, the glass houses are open from 10 am to 3 pm, Mondays to Thursdays, and it's hoped to extend this to the weekend soon. 19

SPEAKER: We're grateful to all those who helped us by contributing their time and money to this achievement.

ANNOUNCER: That is the end of Part 2. You now have 30 seconds to check your answers to Part 2.

Presentation about Refrigeratio

ANNOUNCER: Part 3. You will hear two students of social history called Annie and Jack discussing their presentation about refrigeration. You have some time to look at questions 21 to 24. Now listen carefully and answer questions 21 to 24.

ANNIE: OK, Jack. Before we plan our presentation about refrigeratio , let's discuss what we've discovered so far.

JACK: Fine, Annie. Though I have to admit I haven't done much research yet.

ANNIE: Nor me. But I found an interesting article about ice houses. I'd seen some 18th- and 19th-century ones here in the UK, so I knew they were often built in a shady area or underground, close to lakes that might freeze in the winter.

ANNIE: Then blocks of ice could be cut and stored in the icehouse. But I didn't realize that insulating the blocks with straw or sawdust meant they didn't melt for months. 21

ANNIE: The ancient Romans had refrigeration too.

JACK: I didn't know that.

ANNIE: Yes, pits were dug in the ground, and snow was imported from the mountains. Even though they were quite far away, the snow was stored in the pits.

ANNIE: Ice formed at the bottom of it, and both the ice and the snow were then sold. 22

ANNIE: The ice cost more than the snow, and my guess is that only the wealthy members of society could afford it.

JACK: I wouldn't be surprised.

JACK: I also came across an article about modern domestic fridges. Several different technologies are used, but they were too complex for me to understand.

ANNIE: You have to wonder what happens when people get rid of old ones.

JACK: You mean because the gases in them are harmful for the environment?

ANNIE: Exactly. At least there are now plenty of organizations that recycle most of the components safely, but some people just dump old fridges in the countryside. 23

JACK: It's hard to see how they can be stopped unfortunately. In the UK, we get rid of about 3 millio a year altogether.

ANNIE: That sounds a lot, especially because fridges hardly ever break dow .

JACK: That's right. In this country, we keep domestic fridges for about 11 years on average, and a lot last for 20 years or more.

JACK: So if you divide the cost by the number of years you can use a fridge, they're not expensive compared with some household appliances. 24

ANNIE: True. I suppose manufacturers encourage people to spend more by making them different colors and designs.

JACK: Yes, there's been quite a change.

ANNOUNCER: Before you hear the rest of the discussion, you have some time to look at questions 25 to 30. Now listen and answer questions 25 to 30.

JACK: Right, let's make a list of topics to cover in our presentation and decide who's going to research them.

ANNIE: OK, how about starting with how useful refrigeration is and the range of goods that are refrigerated nowadays?

JACK: Flowers and medicines are refrigerated too.

ANNIE: And computers. I could do that. 25

JACK: What about the effects of refrigeration on people's health?

ANNIE: Hmm… I'm not very keen on that.

JACK: Nor me.

ANNIE: Oh, all right then. I'll do you a favor, Jack. 26

ANNIE: What about the effects on food producers, like farmers in poorer countries exporting food?

JACK: I don't mind. That should be interesting. 27

ANNIE: We should also look at how refrigeration helped cities like Las Vegas.

JACK: OK, leave that section to me then. 28

ANNIE: Then there's transport and refrigerated trucks. I'd like to do that. 29

JACK: Should we also have a section on domestic fridges?

ANNIE: Yes. You could research the 19th and 20th century fridges, and I'll focus on modern ones and how companies differentiate their products. 30

ANNOUNCER: That is the end of Part 3. You now have 30 seconds to check your answers to Part 3.

How Industrial Revolution Affected Life in Britai

ANNOUNCER: Part 4. You will hear a history student giving part of a presentation about changes in British society in the 19th century. First, you have some time to look at questions 31 to 40. Now listen carefully and answer questions 31 to 40.

SPEAKER: Hi, everyone. In this session, I'll be presenting my research about the social history of Britai during the Industrial Revolutio .

SPEAKER: I particularly looked at how ordinary lives were affected by changes that happened at that time.

SPEAKER: This was a time that saw the beginning of a new phenomenon, consumerism, where buying and selling goods became a major part of ordinary people's lives.

SPEAKER: In fact, it was in the 19th century that the quantity and quality of people's possessions was used as an indication of the wealth of the country. 31

SPEAKER: Before this, the vast majority of people had very few possessions, but all that was changed by the Industrial Revolutio .

SPEAKER: This was the era from the mid 18th to the late 19th century, when improvements in how goods were made, as well as in technology, triggered massive social changes that transformed life for just about everybody in several key areas. 32

SPEAKER: First, let's look at manufacturing.

SPEAKER: When it comes to manufacturing, we tend to think of the Industrial Revolution in images of steam engines and coal.

SPEAKER: The Industrial Revolution couldn't have taken place if it weren't for these new sources of power. 33

SPEAKER: They marked an important shift away from traditional watermills and windmills.

SPEAKER: The most advanced industry for much of the 19th century was textiles. 34

SPEAKER: This meant that fashionable fabrics, lace, and ribbons were made available to everyone.

SPEAKER: Before the Industrial Revolution, most people made goods in small workshops, often in their own homes.

SPEAKER: But enormous new machines were created that could produce goods faster and on a larger scale. 35

SPEAKER: These required more space, so large factories were built, replacing workshops and forcing workers to travel to work.

SPEAKER: Large numbers of people migrated from villages into towns as a result.

SPEAKER: As well as manufacturing, new technologies in transport contributed to the growth of consumerism.

SPEAKER: The horse-drawn stagecoaches and carts of the 18th century were gradually replaced by numerous canals used mainly for transporting goods.

SPEAKER: Later, railways became the main way of moving goods and people across the country.

SPEAKER: These railways also transported newspapers, meaning people were more informed about events in the country. 36

SPEAKER: Faster transport made distributio much more efficient.

SPEAKER: Goods could now be sold across the entire country rather than just in the local market. 37

SPEAKER: The third area that contributed to consumerism was retailing.

SPEAKER: The number and quality of shops grew rapidly, especially department stores, which were a new type of retail business in the 19th century.

SPEAKER: Entrepreneurs found new ways to attract customers, such as improved lighting that increased the visibility of goods. 38

SPEAKER: Another development was the use of plate glass, allowing shop windows to become much larger. 39

SPEAKER: There was also an explosion in advertising, persuading people to go shopping. 40

SPEAKER: Flanders claims that one of the greatest effects of the Industrial Revolution was that it created choice. Many things that had once been luxuries, such as sugar or cutlery, eventually became everyday necessities.

SPEAKER: Life without them became unimaginable, rather like living without mobile phones today.

ANNOUNCER: That is the end of Part 4. You now have one minute to check your answers to Part 4.