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M: Gold Express. Jim Davenport.
W: Morning. This is Anna Marsh from Business Review. You said you’d give me some information for the article I’m doing on delivery companies.
M: Ah, yes.
W: So, when did “Gold Express” start doing business?
M: Well, it had been in business for 10 years when I joined it in 1986, so that means it was set up in 1976.
W: I see. And what’s your annual turnover?
M: ￡118 million last year—that’s ￡12 million more than the year before.
W: That’s fantastic.
M: Most similar companies have only grown by 8 to 9 percent in the last 5 years, but our business has grown by 54 percent in that time. I think that’s due to our MD, Peter Mackintosh.
   That’s spelled M-A-C-K-I-N-T-O-S-H. He’s done a great job.
W: What ideas has he brought to the company?
M: Well, first a very positive attitude to customer opinion. We have 120,000 customers, and we send questionnaires to 4,000 of those every 8 weeks.
W: That must be very useful for you.
M: And we encourage all our staff—there are 7,500 now, because we’ve taken on another 450 this year-to give opinions too.
   Last month 76 percent of staff said they were “totally satisfied” with their work here—that’s 10percent more than last time!
W： That’s great, thanks.