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Transglobal Express
  • 0345 145 1212 Monday to Friday, 08:00 – 18:30
    Saturday, 09:00 - 13:00. Calls recorded.

Every quarter, we send out our Customer Satisfaction Survey and ask our recent customers to tell us what they think of our service: the ease of booking, the usefulness of our website, and the quality of advice given by our customer service advisors.

This survey helps us to monitor our service standards, to ensure that we are continuing to perform highly in all areas.

So how are we doing?

We now have our results for the first half of this year, obtained from one survey for January to March and one for April to June. The following percentages exclude survey respondents who answered “not applicable” for any questions.

Despite a large influx in order volume this year, we are pleased to say that we have consistently maintained our high quality of service, keeping apace with demand.

January, February, March (Q1 2017)

For the first quarter, a high proportion of customers rated our team as Good or Excellent in the following areas: 87% for professionalism, 85.1% for level of knowledge, and 83.8% for overall quality of advice given.

For response times, 88.5% of customers said our speed of answering the phones was Good or Excellent, while we scored 80.6% for our speed of response to emails, and 82.2% for overall speed of resolving queries.

90.7% of our customers felt that we listen to them and value their opinion, while 90.5% of our customers would “probably” or “definitely” recommend us to a friend.

Do customers feel that we listen to and value their opinion?
Q1 and Q2 results, rounded to the nearest full percent.

How you rated our website

90.1% of respondents rated our website Good or Excellent for ease of finding information, 88.9% for clarity of information, and 92.4% for ease of booking.

91.5% of customers rated us highly for the overall experience of using the website.

April, May, June (Q2 2017)

For the second quarter, 86.6% of customers rated our professionalism as Good or Excellent, 85.2% our level of knowledge, and 83.9% our overall quality of advice given.

For response times, 87.3% of customers scored our speed of answering the phones as Good or Excellent, 81.1% our speed of response to emails, and 80.8% our overall speed of resolving queries.

92.7% of our customers felt that we listen to them and value their opinion, while 92.7% of our customers would “probably” or “definitely” recommend us to a friend.

Customers who would recommend us to a friend
Q1 and Q2 results, rounded to the nearest full percent.

How you rated our website

92.5% of respondents rated our website Good or Excellent for ease of finding information, 91.8% for clarity of information, and 95.4% for ease of booking.

93.2% of customers rated us highly for the overall experience of using the website.

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.

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How would you rate our services? Is there anything you think we could do better? If so, let us know – email feedback@transglobalexpress.co.uk.

Alternatively, if you have any queries about our services, contact sales@transglobalexpress.co.uk.

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