Our latest customer satisfaction survey results! - Q2 2023
- Date:
- Category: Company News & Press
How do our customers rate us? We sent out a survey to those who made orders with us in April, May and June asking for feedback on their experience.
Thanks to all of you who took the time to respond. Here’s how you graded our customer service, website and more.
How you rated our customer service
414 customers rated our customer service. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Professionalism | 87.9% (Good: 18.1% / Excellent: 69.8%) |
| Level of knowledge | 85% (Good: 21.2% / Excellent: 63.8%) |
| Quality of advice | 84.5% (Good: 19.9% / Excellent: 64.6%) |
| Speed of answering phone calls | 93.6% (Good: 24% / Excellent: 69.6%) |
| Speed of answering emails | 85.7% (Good: 27.9% / Excellent: 57.8%) |
| Speed with which your query was resolved | 82.5% (Good: 18.5% / Excellent: 64.1%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
“You always feel that no question is a silly question and that your query is taken seriously and answered truthfully”
“Every time I have contacted customer services via Live Chat, I have been impressed by their polite and effective service.”
“Last parcel I sent was packed and dealt with by reception on my behalf as I couldn't find a box of the right size. Absurdly brilliant service and given with such good grace”
“They go above and beyond to offer the best service and I will definitely recommend to friends and family. Their price was the most competitive as well.”
“I recommend you guys to fellow artists a lot; the main advantage is being able to speak to someone when something goes wrong!”
“It is such a relief to be able to speak to real people at this company who are so helpful. My documents were delivered in South Africa within 3 working days. Wonderful service”
"It is so refreshing in a world of 'the computer says no' to have a knowledge friendly person on hand to help. Other companies should be taking note!!!
“Transglobal Express are always the very best, indeed, they are the only shipping agent I use for international shipping purely because their customer service is second to none. With over 15 years as a customer, I can say they are unbeatable all round.”
How you rated our website
805 customers rated our website. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Ease of finding information | 86% (Good: 39.3% / Excellent: 46.7%) |
| Clarity of information | 87.1% (Good: 40.9% / Excellent: 46.3%) |
| Ease of booking | 89.7% (Good: 34.4% / Excellent: 55.3%) |
| Overall experience of using our website | 88.6% (Good: 36.2% / Excellent: 52.4%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
How you rated us overall
Of 783 respondents, 87.2% felt that we listened to and valued their opinion, and 88.8% said they would probably or definitely recommend us to a friend.
“I would never use anybody else. Everything is so easy to book. Always on time with pick ups. Extremely competitive prices.”
“i think your website is easy and never had a problem using it. overall i think the company is very good.”
“I have some items which although light in weight, are very long (1.2m) and it was insanely expensive to ship via conventional means. A friend suggested I try a shipping agent. I did a search and TGE came up first so I gave you guys a shot. Very pleased I did. I've only had three shipments but so far everything has been great.”
“I've already recommended your service to a few people”
“Always recommend your company from the first order, last two years never had any problems with company.”
“Best in the business.”
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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