Our latest customer satisfaction survey results - Q1 2023
- Date:
- Category: Company News & Press
Many thanks to those who took the time to respond to our latest customer satisfaction survey, which we sent out to those who made orders with us in January, February and March 2023.
Here’s how you rated our customer service, website and more.
How you rated our customer service
473 customers rated our customer service. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Professionalism | 89.8% (Good: 19.2% / Excellent: 70.6%) |
| Level of knowledge | 87.6% (Good: 24.2% / Excellent: 63.4%) |
| Quality of advice | 85.6% (Good: 23.2% / Excellent: 62.5%) |
| Speed of answering phone calls | 91.2% (Good: 25.3% / Excellent: 66.8%) |
| Speed of answering emails | 85.1% (Good: 29.1% / Excellent: 56%) |
| Speed with which your query was resolved | 84% (Good: 21.5% / Excellent: 62.4%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
“Perfect in every way. Good manners & know how to conduct themselves”
“The customer services lady via online chat was very fast to respond with the help required”
“ Always a pleasure to talk to transglobal operators, extremely helpful”
“Possibly the best customer service experience of any parcel delivery company. The level of flexibility and helpfulness is superb. Please don’t change”
“Prompt and helpful customer service reps every time I call. Really knowledgeable staff.”
“I find Transglobal the single best company I have to deal with, by far. Always prompt, business like and courteous. I never feel fobbed off or like I’m interrupting someone when I’ve called for help, unlike other companies.”
“I just love that we can call and there is somebody there to help instantly! This is so unusual these days! Thanks a lot and dont change :)”
How you rated our website
899 customers rated our website. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Ease of finding information | 87.2% (Good: 38.5% / Excellent: 48.7%) |
| Clarity of information | 87.3% (Good: 38.1% / Excellent: 49.3%) |
| Ease of booking | 88.9% (Good: 29.9% / Excellent: 59%) |
| Overall experience of using our website | 89.9% (Good: 36.1% / Excellent: 53.8%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
How you rated us overall
Of 883 respondents, 90% felt that we listened to and valued their opinion, and 90.4% said they would probably or definitely recommend us to a friend.
“This company has got it right. Great to deal with. Thank you”
“You guys are doing an amazing job, Keep it up and as long as I have my store Transglobal will be my go to delivery company!”
“The quote and experience were excellent. You beat your competitors on price by a mile and got my parcel to the USA faster than predicted. I had never shipped internationally before, thanks Transglobal Express, you were superb!”
“Please maintain your high standards - they are rare these days, especially such good accessibility and responses.”
“Really happy with the professional, speedy, great value for-money service. I will consistently recommend your company to others.”
“Your website was unbelievably easy to book on. It gave the pickup time window, and the booking information, the tracking information and updates during the shipment progress. The price was way better than all other conventional shipment modes and other couriers, so the decision to use TGE was a no-brainer. Thanks guys, you were great.”
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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