TOEIC Part 7 — Reading Comprehension
Week 11 · Double Passage — Report Extract + Follow-up Email
Talk'n'Chat English School
Target: 6 minutes
Report passages: Focus on the conclusions and recommendations — these are most often tested. Numbers and statistics in reports are frequently used in questions but remember: TOEIC paraphrases. '62% of respondents' might become 'more than half of those surveyed.'
⏱ Start time: _______ End time: _______
Questions 1–5 refer to the following report extract and email.
Customer Satisfaction Survey — Q3 Summary Report (Extract)
Prepared by: Customer Experience Team Date: October 12
A total of 847 customers participated in the Q3 customer satisfaction survey, representing a 34% response rate. Overall satisfaction scores improved by 8 percentage points compared to Q2, with 71% of respondents rating their experience as 'good' or 'excellent.'
Key findings:
The highest-rated area was product quality, with 88% of respondents expressing satisfaction. Customer service received a score of 74%, an improvement of 12 points from the previous quarter. The lowest-rated area was delivery speed, with only 53% satisfaction — a figure that has declined for the second consecutive quarter.
Customer comments (selected):
Several respondents noted long wait times when contacting the support team by phone. Others praised the knowledge and professionalism of individual staff members when contact was made.
Recommendations:
The team recommends prioritising improvements to delivery speed and phone support response times. Investment in additional logistics capacity and extended support team hours is suggested as an immediate priority for Q4.
Email
To: Sarah Woolley, Operations Director From: Marcus Ito, Customer Experience Manager
Date: October 14 Subject: Q3 Survey Results — Action Items
Hi Sarah,
I wanted to follow up on the Q3 survey report I sent across on Wednesday. Overall the results are encouraging, especially the improvement in customer service scores, which I think reflects the training investment we made earlier in the year.
However, the delivery speed figures are a concern. As the report notes, this has declined for two quarters in a row now, and I think we need to address it as a matter of urgency before it begins to affect customer retention.
I'd like to propose a meeting with you and the logistics team to discuss options. Would you be available sometime next week? I'm free Monday afternoon or any time Wednesday.
Thanks,
Marcus
Question 1
What was the overall change in satisfaction scores from Q2 to Q3?
(A) They decreased by 8 percentage points(B) They increased by 8 percentage points(C) They remained unchanged(D) They increased by 12 percentage points
Question 2
Which area received the highest satisfaction rating in the Q3 survey?
(A) Customer service(B) Delivery speed(C) Product quality(D) Phone support
Question 3
What concern does Marcus raise in his email?
(A) Customer service scores have fallen(B) The survey response rate was too low(C) Delivery speed has declined for two consecutive quarters(D) Staff training costs have increased
Question 4
What does Marcus suggest about the improvement in customer service scores?
(A) It is a result of hiring additional staff(B) It reflects the training investment made earlier in the year(C) It is due to improved phone response times(D) It was unexpected given the Q2 results
Question 5
What does Marcus propose doing next?
(A) Publishing the survey results to all staff(B) Commissioning a follow-up customer survey(C) Meeting with Sarah and the logistics team to discuss delivery improvements(D) Extending customer service hours immediately
Q1 (B) — Specific detail from report — 'Overall satisfaction scores improved by 8 percentage points compared to Q2.'
Q2 (C) — Specific detail from report — 'The highest-rated area was product quality, with 88% of respondents expressing satisfaction.'
Q3 (C) — Specific detail from email — 'the delivery speed figures are a concern... this has declined for two quarters in a row.'
Q4 (B) — Specific detail from email — 'I think reflects the training investment we made earlier in the year.'
Q5 (C) — Specific detail from email — 'I'd like to propose a meeting with you and the logistics team to discuss options.'