Earlier this month we sent out our quarterly customer satisfaction survey for the end of 2018. We asked our customers from October, November and December how they found our website and services.
How you rated our customer service
281 customers rated their experience with customer service. Excluding those who answered ‘non-applicable’, 86.8% of respondents rated the professionalism of our team as Good or Excellent, 83.8% our level of knowledge, and 81.7% our quality of advice.
90.3% of survey respondents rated our speed of answering the phone as Good or Excellent; 82% our speed of answering emails; and 80.5% the speed with which their query was resolved.
"Understood my any queries and patiently explained as a first time customer what the options were"
"Staff are knowledgeable and able. Usually resolved queries in a very short time."
"Willingness to help me with any online, telephone or reception enquiry has always resolved any problems I may have with my complicated parcel needs."
How you rated our website
664 customers rated our website. Excluding those who responded ‘non-applicable’, 89.7% rated it as Good or Excellent for ease of finding information; 90.2% for clarity of information; and 91.8% for ease of booking.
90.6% of respondents rated us Good or Excellent for the overall experience of using our website.
"Found the website very user friendly"
"Much easier and more comprehensive than another provider I originally tried to use"
"Step by step guidances makes it easy to use"
How you rated us overall
Of 646 respondents, 91.5% felt that we listened to and valued their opinion, and 90.6% said they would probably or definitely recommend us to a friend.
Thank you to everyone who took the survey. We are reviewing all of your comments and suggestions for improvement.
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.
We celebrated our 25th anniversary in 2018! We also opened our new depot in Feltham, London, to better serve our many customers in the London area.