A local consumer website has asked you to review a newly opened self-service parcel collection point. The provider's published promises and records from its first week are shown below.
| Published promise | Details |
|---|---|
| Availability | Open from 06:00 to 23:00 every day |
| Speed | Most parcels can be collected in under 2 minutes after the collection code has been accepted |
| Locker choice | Customers who select a low, middle or high locker when arranging collection will receive a locker at that height |
| Assistance | Every call made using the help intercom will be answered within 90 seconds |
| Shelter | A covered route is provided from the pavement to the control terminals and lockers |
| Measure | First-week record |
|---|---|
| Availability | The collection point opened by 06:00 and remained open until 23:00 on all seven days |
| Collection time after code acceptance | 96 collections took under 2 minutes; 18 took between 2 and 5 minutes; 6 took more than 5 minutes |
| Locker choice | 12 customers requested a low locker; 11 received one and 1 parcel was placed in a high locker |
| Assistance | 14 intercom calls were made; 12 were answered within 90 seconds; the longest response time was 4 minutes 10 seconds |
| Control terminals | One of the two terminals was unavailable from 17:40 to 19:35 on Friday; 17 customers arrived during this period and the longest wait before entering a code was 8 minutes 40 seconds |
| Shelter | During rain on Wednesday, 6 of the 9 customers who completed feedback forms reported that rain reached the control terminal because of a 1.5-metre gap in the canopy |
| Customer | Visit | Experience | Comment |
|---|---|---|---|
| Asha | Tuesday at 06:20; middle locker selected | Collected the parcel 1 minute 5 seconds after entering the code; no help required | “Being able to collect this early was genuinely useful.” |
| Ben | Friday at 18:05; no height selected | Waited 8 minutes 40 seconds to use the working terminal, then collected the parcel in 1 minute 25 seconds | “The locker was quick, but reaching it was not.” |
| Eli | Saturday at 14:30; low locker selected | Parcel was in a high locker; the intercom was answered after 4 minutes 10 seconds and staff released the parcel 3 minutes later | “I had chosen a low locker because I could not reach the upper row.” |
| Ruth | Wednesday at 16:10; middle locker selected | Collected the parcel 1 minute 50 seconds after entering the code | “The screen worked, but I was standing in the rain while I used it.” |
Write a review for the local consumer website, evaluating how far the collection point fulfilled its published promises during its first week. Decide whether the website should recommend the service, and justify the single most important improvement the provider should make before opening another site.
You may invent additional details, but they must be consistent with the information provided.
Your work will be assessed on communication and adaptation to audience and purpose (27 marks), and organisation and technical accuracy (18 marks).
44 exam-style questions on Edexcel A IGCSE English Language 1.3.8 Writing a review. Each one has a worked solution and a mark scheme showing where the marks go.