- 10,000 individuals invited to complete Transglobal's second customer satisfaction survey
- Results show customers consider pricing and customer care as main reasons to use freight forwarder
- Customer suggestions for improvement remain as top priority for Transglobal
To continue its efforts in seeking feedback from its customers, worldwide parcel delivery and freight forwarder Transglobal Express, recently campaigned its second customer satisfaction survey. The survey invited just under 10,000 Transglobal customers to leave feedback and comments regarding the company's website, customer service experience and much more.
Excellent customer care continues
The survey revealed interesting results from Transglobal's customer base. The initial question asked customers the main reason they use Transglobal Express' services. A staggering 83% of customers said that price is what attracted them into using the freight forwarding company, while the majority of other respondents chose to use Transglobal due to ease of booking. This response alone confirms Transglobal's values to its customers; to provide high-quality, value for money, worldwide deliveries.
Further analysis of the data gathered revealed customers were overall satisfied with the level of customer service received, with over 85% of respondents rating the speed in which our customer service advisers answered the phone as either “excellent” or “good”. The company also received impressive scores across the board when its customers were asked to rank the professionalism, level of knowledge and overall quality of advice given by Transglobal's customer advisers, with each category reaching a mark of 60% or over. Usage of the free text box saw customers describe the company’s customer service advisers as “knowledgeable”, “helpful” and “pleasant”, illustrating a reflection on the scores attained. Terri McGarry, Customer Services Manager for Transglobal Express, was thrilled with the outcome of the survey yet again: "It is excellent we can see our customer service advisers are providing the right information and in the correct manner. We are thriving constantly to ensure our advisers are trained to the best of their ability and are confident in dealing with customer's queries. This survey clearly shows our customer care is on path in keeping our customers well informed, and subsequently encouraging them to use our services time and time again."
Respondents were given used of the free text boxes when asked to provide suggestions for improvements in regards to the company's website. The information attained from the survey showed that customers would appreciate the website to remember their log in details - this is currently a priority for Transglobal's IT department and will shortly be a feature of the website. Other respondents of the survey voiced they would appreciate the ability to view and calculate the cost of insurance before proceeding through an entire booking. While the website already features a insurance calculator, Transglobal took on the feedback and implemented a direct link to this tool within the quotation table, for customers who begin the booking process. Transglobal intends to continue to listen to its customers feedback, taking onboard and acting upon their suggestions for improvement.
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Tel.: +44 (0) 345 145 1212
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 gained an excellent reputation for its high quality air freight, sea freight and worldwide courier services.
In 2005, Transglobal Express moved its premises from Birkenhead to a purpose built office and warehouse facility based in the Wirral International Business Park, enabling the company to control and manage cent its International Courier, Air Freight and Sea Freight shipping services.