Every three months, we send out our quarterly Customer Satisfaction Survey to recent customers and ask them to evaluate our service. We use this survey to help us monitor the quality of our service and to ensure that we are continuing to perform highly in all areas.
For our final survey of 2016, we invited our customers to rate several different aspects our service, including efficiency, professionalism, and ease of booking.
Here are the results. The following percentages exclude survey respondents who answered “not applicable” for any questions.
How you rated our customer service
87.5% of respondents rated the professionalism of our team as Good or Excellent. We scored 86.3% for level of knowledge, and 85.2% for overall quality of advice given.
For response times, 90.6% of customers said our speed of answering the phones was Good or Excellent, while 81.6% said the same of our speed of response to emails; and 81.9% our speed of resolving queries.
92.8% of our customers feel that we listen to them and value their opinion...
...while 93% of our customers would “probably” or “definitely” recommend us to a friend.
How you rated our website
93.3% of respondents rated our website as Good or Excellent for ease of finding information; 92% for clarity of information; and 94.2% for ease of booking.
For the overall experience of using our website, 92.8% of customers rated us positively.
How would you rate our services? Is there anything you think we could do better? If so, let us know by emailing us at email@example.com.
Alternatively, if you have any queries about our services, contact firstname.lastname@example.org.
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.