Our Q1 2018 customer satisfaction survey results

Every few months we send out our quarterly customer satisfaction survey to find out how you think we’re doing. We recently invited your feedback for orders placed in January, February and March, with questions relating to our standards of customer service and our website’s ease of use.

How you rated our customer service

We’re pleased to report that, according to our customers, our high standards of service have held steady into 2018.

233 customers rated their experience with our customer service team. 86.27% of respondents rated as Good or Excellent the professionalism of our team; 82.61% our agents’ level of knowledge; and 81.82% our quality of advice.

86.96% of respondents for whom the question applied rated our speed of answering the phone as Good or Excellent; 85.79% our speed of answering emails; and 80.18% the speed with which their query was resolved.

How you rated our website

While there have been no big changes to our website so far this year, customer feedback regarding the website and booking process has remained very positive.

555 customers rated our website. 92.52% rated it as Good or Excellent for ease of finding information; 90.57% for clarity of information; and 92.95% for ease of booking.

For the overall experience of using our website, 93% of respondents rated us Good or Excellent.

How you rated us overall

Finally, we asked for your feelings about your overall experience with Transglobal Express.

Of 544 respondents, 90.99% felt that we listened to and valued their opinion, and 92.46% of respondents said that they would probably or definitely recommend us to a friend.

We are currently reading through all of your individual comments and following up on your outstanding queries. All in all, we feel that these results indicate a good start to 2018 and we look forward to continuing to provide a great service throughout the rest of the year.

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.

If you have any queries about any of your orders, or would simply like more information about our services, please contact [email protected], call 0345 145 1212, or use our Live Chat. Our office is open 8am-6:30pm Monday to Friday, and 9am-1pm Saturday.