This week we asked our customers to review our website and service, in our second quarterly survey of 2019. Those who had placed orders with us in April, May and June let us know what they think.
How they rated our customer service
174 customers rated their experience with customer service. Removing those who answered “non-applicable”, 85.6% of respondents rated our professionalism as Good or Excellent, 83.8% our level of knowledge, and 80.3% our quality of advice.
88.2% of survey respondents rated our speed of answering the phone as Good or Excellent; 80.8% our speed of answering emails; and 81.1% the speed with which their query was resolved.
"I was worried about a parcel I had sent to France, I 'phoned the company, and immediately I was reassured that I had completed everything correctly. So nice to have someone friendly and helpful."
"Always on the ball and keen to help."
"Staff are always courteous and keep in contact with you to let you know how and when any issues are resolved."
How they rated our website
371 customers rated our website. Excluding those who responded "non-applicable", 91.8% rated it as Good or Excellent for ease of finding information; 91.4% for clarity of information; and 94.2% for ease of booking. 92.3% of respondents rated us Good or Excellent for the overall experience of using our website.
"Usually easy to find information"
"Very clear - particularly for an older person to cope with."
"Good choice of couriers and easy to book"
How they rated us overall
Of 368 respondents, 91% felt that we listened to and valued their opinion, and 91.3% said they would probably or definitely recommend us to a friend.