Last week we sent out our final quarterly survey of 2019. We invited those who had placed orders with us in October, November and December to let us know about their experience with Transglobal Express.
Thank you to all who took the time to respond - we appreciate your feedback and as ever will take your comments on board!
How you rated our customer service
234 of you rated your experience of our customer service. Excluding “non-applicable” answers, 89.2% of respondents rated our professionalism as Good or Excellent, 86.2% our level of knowledge, and 84.1% our quality of advice.
90% of survey respondents rated our speed of answering the phone as Good or Excellent; 81.1% our speed of answering emails; and 79.7% the speed with which their query was resolved.
“Always helpful and knowledgeable.”
“I am a senior citizen and altho' I am reasonably good on the computer, I do sometimes get confused. I needed to contact customer services and I did have some reservations in doing so, however, the young man was lovely, kind and patient - my problem was solved easily.”
“very impressed!! its great i have phoned a few times and each time.. i actually spoke to a real LIVE HUMAN BEING!!! no robots or endless menus to scroll through..always friendly and helpful... that in itself is the main reason i continue to use your service..!!!”
“Just so nice to deal with.”
How you rated our website
516 customers rated our website.
Excluding “non-applicable” answers, 90.8% rated it as Good or Excellent for ease of finding information; 90.1% for clarity of information; and 93.6% for ease of booking.
91.8% of respondents rated us Good or Excellent for the overall experience of using our website.
“Well thought out website makes it easy to use”
“No rubbish on page, just the information required”
“everything I need to know just a click away”
“You just keep getting better”
How you rated us overall
Of 506 respondents, 92.5% felt that we listened to and valued their opinion, and 93.9% said they would probably or definitely recommend us to a friend.