Every quarter we send out a Customer Satisfaction Survey to get a general idea of how our customers think we are doing. This allows us to monitor the quality of our service and to ensure that we are maintaining high standards through our website, customer service and technical support.
We are pleased to announce that our results for the Q1 2016 survey were overall very positive. Customers were invited to rate several different aspects of the service, including efficiency, clarity of information, and professionalism.
The following percentages exclude respondents who felt that a particular question did not apply to them.
Excellent customer service
89.1% of respondents rated the professionalism of our team as Good or Excellent. We rated 83.7% for level of knowledge and 87% for overall quality of advice given.
We also rated highly for response times. 91.3% of customers said our speed of answering the phones was Good or Excellent; 82.9% our speed of response to emails; and 83.1% our speed of resolving queries.
92.6% of our customers feel that we listen to them and value their opinion.
91.4% of our customers would “probably” or “definitely” recommend us to a friend.
Our website also received positive feedback. 92.7% of respondents rated it as Good or Excellent for ease of finding information; 91.3% for clarity of information; and 93.6% for ease of booking.
93.1% of customers rated us highly for the overall experience of using our website.
We are always looking for feedback from our customers to see how we can continue to improve our services. Our customers are given the opportunity to submit feedback with every booking, but we would be happy to hear from you at any time.
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.