Every three months we send out a customer satisfaction survey, with the purpose of monitoring our service standards. This is to ensure our customers are still receiving the high quality of service they have come to expect.
As we enter the new year, we can now look back on the entirety of 2017 to see how we did.
How you rated our customer service
The third quarter of 2017—July, August, September—was a challenging time for our customer service team. Due to recent rapid business growth, we took on a large (for us!) number of new staff members to bolster our customer service capabilities.
During this transitionary period, many of our staff were engaged in training, and we note that our customer satisfaction ratings did dip slightly. However, we are pleased to report that by the final quarter—and during the busy festive period—we were back in full swing.
In Q3, 79.84% of customers rated us as Good or Excellent for professionalism, 77.1% for level of knowledge, and 75.08% for quality of advice.
77.99% rated our speed of answering the phone as Good or Excellent, 74.16% our speed of response to emails, and 71.8% the overall speed with which queries were resolved.
In Q4, 87.82% of customers rated us as Good or Excellent for professionalism, 86.08% for level of knowledge, and 84.57% for quality of advice.
88.56% rated our speed of answering the phone as Good or Excellent, 84.42% our speed of response to emails, and 80.92% the overall speed with which queries were resolved.
In Q3, 86.49% of customers felt that we listened to and valued their opinion. In Q4, this rose to 92.85%.
How you rated our website
Our biggest change to the website in 2017 was the introduction of the new shopping basket, which allows customers to check out multiple orders at once, and to arrange collections and insurance in bulk.
Since the shopping basket went live in August, customer feedback regarding the website and booking process has largely been positive.
In Q3, 86.37% of respondents rated our website Good or Excellent for ease of finding information, 84.82% for clarity of information, and 89.98% for ease of booking.
For the overall experience of using our website, 86.69% of respondents rated us Good or Excellent.
In Q4, 92.15% of respondents rated our website Good or Excellent for ease of finding information, 89.71% for clarity of information, and 92.55% for ease of booking.
For the overall experience of using our website, 92.24% of respondents rated us Good or Excellent.
How you rated us overall
Customer experience is central to the way we do business at Transglobal Express, and the primary way we seek to differentiate ourselves from other businesses in the industry. All in all, we are pleased to find that the high standard of service we expect of ourselves has scaled along with the growth of our staff and company.
In the third quarter of 2017, 84.55% of our respondents said that they would probably or definitely recommend us to a friend. In the final quarter, this rose to 91.42%.
We are always working to improve our services, and we’ll be reading through all the feedback and comments you have left for us. Looking ahead to 2018, we hope that we will continue to meet (and exceed) the high standards indicated by these results. Above all, we hope that sending a parcel with us remains as easy as can be!
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 earned a reputation for high quality air freight, sea freight and worldwide courier services.
If you have any queries about any of your orders, or would simply like more information about our services, please contact [email protected], call 0345 145 1212, or use our Live Chat. Our office is open 8am-6:30pm Monday to Friday, and 9am-1pm Saturday.