How are we doing? Our customer satisfaction survey for Q2 2022!
- Date:
- Category: Company News & Press
Thanks to everyone who took the time to respond to our latest customer satisfaction survey, which we sent out to those who made orders with us in April, May and June 2022.
In our overview of results, we break it down according to different criteria relating to our customer service team, our website, and our general service overall.
The graphs show how the results compare to previous quarters, and we’ve included some customer quotes too!
How you rated our customer service
461 customers rated our customer service. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Professionalism | 85.6% (Good: 18.5% / Excellent: 67.1%) |
| Level of knowledge | 84.9% (Good: 25.3% / Excellent: 59.6%) |
| Quality of advice | 82.6% (Good: 22.7% / Excellent: 59.9%) |
| Speed of answering phone calls | 88.2% (Good: 28.5% / Excellent: 59.7%) |
| Speed of answering emails | 78.1% (Good: 27.3% / Excellent: 50.9%) |
| Speed with which your query was resolved | 79.4% (Good: 17.9% / Excellent: 61.5%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
“So much easier to contact than any other courier we have used in more than 30 years of being in business.”
“The staffers that have taken my calls and spoken to me on phone were all very polite, helpful and indeed had the issues in question resolved fully and instantly.”
“TG always seems to have ample customer service personnel at the ready to answer my queries--and they are humans, no less, rather than robots. this is much appreciated!”
“This was my first booking and I had some simple questions, the person handling my call made the process easy for me, no questions were any bother. Very reassuring.”
“Overall good experience. Problem has been solved. I was pleased to see that it was very easy to speak to a person directly. No long waiting time on the phone; that was perfect!”
How you rated our website
920 customers rated our website. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Ease of finding information | 87.2% (Good: 37.4% / Excellent: 49.8%) |
| Clarity of information | 85.1% (Good: 37.3% / Excellent: 47.8%) |
| Ease of booking | 88.6% (Good: 30.6% / Excellent: 58.0%) |
| Overall experience of using our website | 86.5% (Good: 32.5% / Excellent: 54.0%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
How you rated us overall
Of 899 respondents, 88.7% felt that we listened to and valued their opinion, and 88.4% said they would probably or definitely recommend us to a friend.
“I have been using this service for a few weeks and I am very impressed. From the customer service, to the delivery pick up, everything is run so smoothly. Everyone is so friendly and I'm glad I could find a service where you can pick up the phone, not have to wait very long and actually get things done promptly! Great work team!!”
“Just keep doing what you are doing, because you are fabulous just the way you are!”
“I have already recommended a few friends to your company ”
“I recommended to a colleague who was having many problems with a shipment, and she received 100% support ”
“I have no complaints. Really happy with your service.”
“You have a great service and long may it last.”
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.
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