The results are in for our Q2 2021 customer satisfaction survey!

2021 has shaped up to be another very busy year! So let's see how we've done so far...

We’re still in a transitionary period when it comes to the industry adjusting to new customs rules following Brexit. Carrier requirements have continued to change throughout the first six months of 2021.

We have responded swiftly to implement these changes in our booking process, but we understand that you’ve had to do this, too, with an increase in requirements for EU shipments in particular. We are working hard to simplify bookings as much as possible, while also making sure carriers have all the information they need to avoid bureaucratic bumps in the road on their journey through customs.

Thank you to all those who took the time to respond to our survey, which we sent to customers who made orders with us in April, May and June 2021.

Your feedback will help us to continue to improve and to offer reliable, high-quality services whatever the future brings.

How you rated our customer service

227 of you rated your experience of our customer service. Excluding responses of “N/A”, 86.3% of respondents rated our professionalism as Good or Excellent, 82.8% our level of knowledge, and 82.6% our quality of advice.

87.3% of survey respondents rated our speed of answering the phone as Good or Excellent; 80.5% our speed of answering emails; and 80.7% the speed with which their query was resolved.

“One of the main reasons that I use you is that I can ring and ask for advice. Your staff have always been helpful and cheery. I have recommended you to others for this reason.”

“Very Good customer service staff, took the strain out of me having to fill in the documentation”

“Our European sales would have completely fallen off a cliff without your service. Thank you.”

“We receive peace of mind because you care about customers and you know how to operate your business in unique manner. Thank you for your perfect assistance.”

How you rated our website

326 customers rated our website.

Excluding responses of “N/A”, 82.6% rated it as Good or Excellent for ease of finding information; 85.4% for clarity of information; and 87.2% for ease of booking.

83.8% of respondents rated us Good or Excellent for the overall experience of using our website.

How you rated us overall

Of 315 respondents, 87.9% felt that we listened to and valued their opinion, and 86% said they would probably or definitely recommend us to a friend.

“I have recommended you to friends with family abroad”

“You're a fantastic service!!! Well done to you all!!!!”

“Really great customer service. Great prices. Great booking system. Items get collected on time.”

About Transglobal Express

Transglobal Express is one of the UK’s leading international courier and freight forwarding providers. Since its incorporation in 1993, the company has earned a reputation for high quality air freight, sea freight and worldwide courier services.