The results are in for our latest customer satisfaction survey - Q3 2023
- Date:
- Category: Company News & Press
We recently sent out our third customer satisfaction survey of the year, to those who made orders with us in July, August and September 2023.
Here’s how we did this quarter for customer service, website usability, and more.
Thanks to all who took the time to respond.
How you rated our customer service
369 customers rated our customer service. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Professionalism | 86.5% (Good: 19.2% / Excellent: 67.2%) |
| Level of knowledge | 85.1% (Good: 24.3% / Excellent: 61.5%) |
| Quality of advice | 84.7% (Good: 20.2% / Excellent: 64.5%) |
| Speed of answering phone calls | 90.8% (Good: 22.1% / Excellent: 68.7%) |
| Speed of answering emails | 82.7% (Good: 27.6% / Excellent: 55.1%) |
| Speed with which your query was resolved | 81.2% (Good: 21.9% / Excellent: 59.3%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
“I am extremely happy with the service provided by Transglobal Express. Whenever I've had to call, my query has been dealt with quickly and professionally.”
“Really impressed with Transglobal Express, initially I was hesitant to use at first as usually such large companies are difficult to deal with and it's hard to get hold of someone if you encounter a problem. However here the service is excellent, with any problems fixed promptly by speaking to someone via chat”
“Outstanding service on both occasions speaking to staff as described.”
“Super friendly and agents were really invested in helping us improve our business through the use of TGE services”
“Any queries are generally answered immediately! Excellent level of knowledge from customer support”
“I can contact a real person about my shipment who knows how the system works [and] is competent and efficient”
“The fact someone actually answers the phone is a godsend. As a business who sends very regularly to the US, TGE has been a lifesaver and retained my sanity. Thank you - cannot recommend you highly enough.”
How you rated our website
764 customers rated our website. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Ease of finding information | 87.2% (Good: 41.0% / Excellent: 46.2%) |
| Clarity of information | 87.8% (Good: 41.6% / Excellent: 46.3%) |
| Ease of booking | 90.1% (Good: 33.3% / Excellent: 56.7%) |
| Overall experience of using our website | 90.3% (Good: 36.1% / Excellent: 54.2%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
How you rated us overall
Of 753 respondents, 88.5% felt that we listened to and valued their opinion, and 89.2% said they would probably or definitely recommend us to a friend.
“Keep on doing what you are doing, good customer care, good competitive prices & easy tracking, my parcel was delivered back to USA very quickly, company I returned it too were very impressed at how quickly it arrived after I sent them notification that I had sent it & their tracking number.”
“Easy to use, information is all there, customer service was excellent.”
“Intuitive and great user experience”
“I found everything very organized and relatively easy to accomplish my goal. Normally I find many sites confusing and difficult!!”
“In the end you guys deliver what you set out to deliver: fast, transparent, reliable shipments with a fully transparent pricing menu. I can't really wish for more.”
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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