Last week we sent out our third quarterly survey of 2019. We invited those of you who placed an order with us in July, August and September to let us know what you thought of our service.
We’re very pleased to announce that your feedback for the last few months has been very positive overall!
Thank you to everyone who took the time to respond. As ever, we'll be taking a close look at all of your comments and will continue to work hard to improve our service wherever we can.
How you rated our customer service
178 customers rated their experience with customer service. Discounting those who answered “non-applicable”, 88.8% of respondents rated our professionalism as Good or Excellent, 88.6% our level of knowledge, and 88.7% our quality of advice.
90.1% of survey respondents rated our speed of answering the phone as Good or Excellent; 84.7% our speed of answering emails; and 83.3% the speed with which their query was resolved.
“Never had to wait for more than 2 phone rings”
“They had to deal with total novice never sent abroad before. an old guy poor internet savvy. they made me confident.”
“I don’t waste my time any more trying to find another courier……..your staff are helpful, courteous, professional, knowledgeable, and just 100% excellent in meeting my needs.”
“I’ll be back.”
How you rated our website
425 customers rated our website.
Excluding those who responded “non-applicable”, 94.3% rated it as Good or Excellent for ease of finding information; 90.2% for clarity of information; and 95.2% for ease of booking.
93.8% of respondents rated us Good or Excellent for the overall experience of using our website.
“I am not very good on my computer but this is really easy to use”
“Very easy to use, almost gives you a step by step guide.”
“it makes organising international delivery easy and quick”
How you rated us overall
Of 412 respondents, 93.3% felt that we listened to and valued their opinion, and 94.9% said they would probably or definitely recommend us to a friend.