Our latest quarterly customer survey results - Q2 2024!
- Date:
- Category: Company News & Press
The results are in for our latest quarterly customer satisfaction survey! Here’s our how customers rated us for customer service, useability and more.
How you rated our customer service
365 customers rated our customer service. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Professionalism | 90.1% (Good: 16% / Excellent: 74.2%) |
| Level of knowledge | 87.8% (Good: 20% / Excellent: 67.9%) |
| Quality of advice | 81.8% (Good: 18% / Excellent: 70%) |
| Speed of answering phone calls | 92.3% (Good: 23.1% / Excellent: 69.8%) |
| Speed of response to emails | 85.2% (Good: 23.7% / Excellent: 61.5%) |
| Speed of response on live chat | 87.1% (Good: 21.9% / Excellent: 65.2%) |
| Speed with which your query was resolved | 85% (Good: 21.8% / Excellent: 63.2%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
“So nice and refreshing to call and get through to a human quickly that actually solved something without waiting or being thrown around from department to department or on hold”
“Your staff are your biggest asset and are thoroughly conversant with everything.”
“The lady who helped me with my problem was so helpful and explained to me what the problem could have been and gave me some valuable advice”
“It is nice these days to speak to a real person and one that is helpful and knows their job”
“The customer service attitude is always positive and helpful.”
“Always had a fast and professional response to any queries”
How you rated our website
920 customers rated our website. Excluding responses of N/A:
| Criteria | % Rated “Good” or “Excellent”* |
|---|---|
| Ease of finding information | 90.2% (Good: 40.6% / Excellent: 49.6%) |
| Clarity of information | 89.9% (Good: 42% / Excellent: 47.9%) |
| Ease of booking | 91.3% (Good: 32.1% / Excellent: 59.2%) |
| Overall experience of using our website | 91.6% (Good: 34.8% / Excellent: 56.8%) |
*Customers could choose Poor, Satisfactory, Good or Excellent.
How you rated us overall
Of 564 respondents, 90.8% felt that we listened to and valued their opinion, and 91.1% said they would probably or definitely recommend us to a friend.
“You are my go-to resource for worldwide shipping enquiries”
“Better than all your competitors, we love working with you.”
“Used you a few times now, domestic and international. Service is absolutely brilliant, parcels collected within two hours of being booked online. Excellent service”
“I wouldn't bother trying to find another website as TransGlobalExpress has all that I require and is well set out for ease.”
“I found you through recommendation. Your service is far better than others I have tried”
“You're the best in the industry. Don't change a thing.”
About Transglobal Express
Established 30 years ago, 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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