Our latest customer satisfaction survey results - Q4 2022

By: Transglobal Express
Date: 30/01/2023 09:51
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 October, November and December 2022.

Here’s how we did for customer service, website usefulness, and general experience overall.

How you rated our customer service

645 customers rated our customer service. Excluding responses of N/A:

Criteria	% Rated “Good” or “Excellent”*
Professionalism	85.1% (Good: 17.9% / Excellent: 67.1%)
Level of knowledge	82.5% (Good: 21.6% / Excellent: 60.8%)
Quality of advice	81.8% (Good: 19.1% / Excellent: 62.7%)
Speed of answering phone calls	89.4% (Good: 26.2% / Excellent: 63.2%)
Speed of answering emails	83.7% (Good: 31.8% / Excellent: 51.9%)
Speed with which your query was resolved	77.2% (Good: 18.3% / Excellent: 58.9%)

*Customers could choose Poor, Satisfactory, Good or Excellent.

“Your staff are a credit to you. They are clearly well briefed and work in a very professional manner. Great company.”

“I asked about which carrier was currently working well to Australia, (I've had problems in the past) and the suggestion I was given was absolutely brilliant! The parcel arrived very quickly, delighted with service.”

“Sending Christmas presents to USA. Answered questions relating to packing lists. All very helpful people.”

“The team members I've engaged with are always patient and very helpful. I appreciate making the bookings on the phone rather than online.”

“All of the customer service them are friendly and very helpful, would not use anyone else”

“Great and will use again as they don't just make you refer to the website, they genuinely help :)”

“The quality of customer service at Transglobal Express is superb. I send several boxes to the USA and elsewhere at Christmas every year. I am not a company, just an individual, and I usually have questions (probably stupid questions) about how to best fill our the forms, etc. The Transglobal staff have, without exception, been friendly, patient, and knowledgeable, and helpful, and it is because of this good service that I keep coming back to Transglobal Express each year.”

Professionalism

Level of Knowledge

Quality of Advice

How you rated our website

1,392 customers rated our website. Excluding responses of N/A:

Criteria	% Rated “Good” or “Excellent”*
Ease of finding information	87.1% (Good: 40.8% / Excellent: 46.3%)
Clarity of information	85% (Good: 39.5% / Excellent: 45.6%)
Ease of booking	89.7% (Good: 33.1% / Excellent: 56.6%)
Overall experience of using our website	87.3% (Good: 35.7% / Excellent: 51.6%)

*Customers could choose Poor, Satisfactory, Good or Excellent.

How you rated us overall

Of 1,359 respondents, 88.7% felt that we listened to and valued their opinion, and 88.4% said they would probably or definitely recommend us to a friend.

Customers who feel we value their opinion

Customers who would recommend us to a friend

“Everything was easy to follow.. Excellent service from start to finish... Tracked from doorstep to destination... Cannot fault the company”

“Used your website on our computer and was able to send labels, etc with ease. Transferred labels to manufacturer via internet successfully and our parcel was ready for collection by your competent team of experts for delivery to the airport...”

“All together a fine and reliable and very quick response time and very pleasing and easy to get on with service, definitely use again.”

“Just wanted to say how happy I was with the service. I was called up a short while after I registered and had a query which was sorted quickly. Very pleasant customer service. Delivery of my Christmas package was prompt and incredibly reasonable. Will be recommending your service to others. Thank you”

“Do not even think of using another site and have recommended your sevices”

“Thank you for getting me through last December. I am sticking with you :)”

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.