It’s not been the smoothest-sailing few months for international shipping. Shippers and forwarders alike have had a crash course in new customs procedures following a last-minute Brexit deal, and faced a slew of updates to documentation requirements from international carriers.
(Not to mention one of the world’s most important trade routes getting blocked for a week by a single container ship, but that’s a whole other story!)
As expected, there has been a definite uptick in complaints regarding customs issues and delays. All in all, though, we are pleased to report that customer satisfaction regarding our standards of service has remained high, and we have been able to help most of you navigate these choppy waters.
This survey went out to customers who made an order with us in January, February and March 2021. Many thanks to all who took the time to respond.
How you rated our customer service
651 of you rated your experience of our customer service. Excluding responses of “N/A”, 87.4% of respondents rated our professionalism as Good or Excellent, 85.7% our level of knowledge, and 84.4% our quality of advice.
88.6% of survey respondents rated our speed of answering the phone as Good or Excellent; 82.8% our speed of answering emails; and 80.7% the speed with which their query was resolved.
“ Staff members are polite, well informed and do their utmost to assist with any issue.”
“ Customer service staff are fantastic and so helpful. Cannot praise them enough. ”
“ Always so helpful, reassuring and kind. I am a bit phobic about using the phone but I don’t mind calling Transglobal because you are always so helpful and I know you will do your best to sort out my problem ”
How you rated our website
1,218 customers rated our website.
Excluding responses of “N/A”, 88.7% rated it as Good or Excellent for ease of finding information; 86.6% for clarity of information; and 90.3% for ease of booking.
88.8% of respondents rated us Good or Excellent for the overall experience of using our website.
“ Happy with options of carriers , quick delivery and tracking info ”
“ So clear and very straightforward to use ”
“ Ten out of ten. ”
How you rated us overall
Of 1,182 respondents, 89.2% felt that we listened to and valued their opinion, and 89.2% said they would probably or definitely recommend us to a friend.