Our customer satisfaction survey results for Q3 2022!
- Date:
- Category: Company News & Press
Thanks to everyone who took the time to respond to our latest customer satisfaction survey, which we sent out to those who made orders with us in July, August and September 2022.
In our overview, we’ve broken down the results with criteria relating to our customer service team, our website, and our general service overall.
How you rated our customer service
476 customers rated our customer service. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Professionalism | 85.2% (Good: 19% / Excellent: 66.2%) |
| Level of knowledge | 83.4% (Good: 23.1% / Excellent: 60.3%) |
| Quality of advice | 82.9% (Good: 20.1% / Excellent: 62.8%) |
| Speed of answering phone calls | 87.7% (Good: 25% / Excellent: 62.8%) |
| Speed of answering emails | 81.5% (Good: 27.4% / Excellent: 54.1%) |
| Speed with which your query was resolved | 80.2% (Good: 20.7% / Excellent: 59.5%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
“It was very easy to get through to speak to a member of staff based here in the UK who solved my issue immediately”
“The staffers that have taken my calls and spoken to me on phone were all very polite, helpful and indeed had the issues in question resolved fully and instantly.”
“The person I spoke to was very efficient and helpful.. The process was explained in a simple but effective manner. This was my first experience in using the service.”
“Very impressed with the service . Excellent tracking viewing, detailed. Parcel delivered with no issue. And customer service operator was excellent. Very very very impressed. Keep it up”
“Open and honest. Willing to try to resolve the situation.”
“Couldn't be more helpful, explained exactly what I needed to do to organise a collection from Corfu.”
“I’m feeling confident about sending another parcel to USA.”
How you rated our website
941 customers rated our website. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Ease of finding information | 86.9% (Good: 40% / Excellent: 46.9%) |
| Clarity of information | 85.9% (Good: 40.1% / Excellent: 45.8%) |
| Ease of booking | 89.1% (Good: 33.8% / Excellent: 55.3%) |
| Overall experience of using our website | 86.9% (Good: 35.6% / Excellent: 51.2%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
How you rated us overall
Of 921 respondents, 89.1% felt that we listened to and valued their opinion, and 89.1% said they would probably or definitely recommend us to a friend.
“I'm very happy with the service provided and although it had been a few years since I first used Transglobal I had no hesitation in using them again.”
“First time user, sending a package UK to USA. I found the whole process easier than expected. Appreciate the clarity of info regarding export paperwork.”
“I highly recommend you to all as my experience has been phenomenal.”
“I was very impressed at the efficiency and speed of your service and would definitely use you again.”
“Don't see any need to change. Everything works well. Thank you”
“A great experience all round and I will use you again!”
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.
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