This year’s export client quality survey provides a clear and comparative view of performance across our international client base. The data highlights where we are meeting client expectations, where we are exceeding them, and where there is room for focused improvement. The insights gathered help us align our services with the evolving needs of exporters, carriers, and trade partners, reinforcing our commitment to quality and reliability in global trade.

Key findings

– Overall satisfaction: The majority of respondents reported high levels of satisfaction with the services they receive. Many clients noted the consistency of support, timely responses, and transparent communication as standout attributes.
– Responsiveness and issue resolution: Timeliness remains a strength, with most clients acknowledging prompt escalation and effective resolution of concerns. Where delays occurred, clients cited complex regulatory requirements or cross-border coordination as contributing factors.
-Accuracy and documentation: Clients emphasised the importance of accurate documentation, compliance checks, and clear guidance on regulatory obligations. Inconsistent data accuracy was identified as an area for improvement in a minority of cases, prompting targeted process reviews.
-Ease of doing business: Feedback indicates that onboarding, onboarding documentation, and ease of interaction across digital channels are generally positive. Suggestions for streamlining screening, verification, and data sharing reflect a desire for deeper automation and better self-service options.
-Support quality and accessibility: Clients value access to knowledgeable associates, proactive outreach, and the ability to obtain definitive answers quickly. Some respondents suggested expanding multilingual support and extended hours during peak trading seasons.

Quantitative highlights

– Net Promoter Score (NPS): The survey recorded a solid NPS indicating a strong underlying advocate base, with a measurable uplift in sectors prioritised for growth.
– Satisfaction metrics: A majority of participants rated overall satisfaction as 8 or higher on a 10-point scale, with notable improvements in response times compared with the previous cycle.
– Resolution metrics: A substantial proportion of issues are resolved within agreed service levels, reflecting robust escalation paths and clear ownership across teams.

What’s driving the results

– Investment in processes and people: Our teams have benefited from ongoing discipline in service-level agreements, improved handoffs between departments, and upskilling in regulatory knowledge. These investments are directly tied to faster, more accurate support for exporters navigating complex markets.
– Technology enablement: Enhanced platforms and automation initiatives have streamlined document validation, risk screening, and data sharing. Clients report easier access to essential information and faster confirmations on key steps.
– Collaboration with clients: A recurring theme is the value of open dialogue. Regular feedback loops and co-creation sessions with clients have helped calibrate services to real-world needs, particularly around compliance and documentation workflows.

Areas for improvement

– Data accuracy and consistency: A subset of clients highlighted occasional discrepancies in documentation and data. We are standardising data capture, enhancing validation checks, and increasing cross-department data reconciliation to minimise errors.
– Self-service capabilities: While digital channels are generally well received, there is appetite for richer self-service options, including more intuitive dashboards, downloadable templates, and guided workflows for common trade scenarios.
– Regulatory complexity: As export controls and sanctions regimes continue to evolve, we are prioritising proactive updates, pre-emptive risk alerts, and clearer guidance to help clients stay compliant with changing requirements.

Actions and roadmap

– Process optimisation: We are implementing tighter process controls, expanded role clarity, and reinforced supervision for high-volume transaction paths to accelerate resolution times.
– Data governance: A dedicated data quality programme will target consistency across systems, with periodic audits and corrective action plans where gaps are found.
– Product and platform enhancements: Roadmap items include enhanced self-service analytics, more granular status tracking, and improved onboarding experiences for new clients across regions.
– Client partnerships: We will increase cadence of client advisory sessions and publish regular bite-sized updates on changes to policy, forms, and regulatory requirements.

What to expect next

– Ongoing feedback channels: Clients can continue to share experiences through surveys, direct contact with account managers, and the online client portal. We will publish quarterly updates summarising progress against the stated improvements.
– Transparent reporting: We will maintain transparent performance dashboards that highlight service levels, response times, and resolution metrics, alongside qualitative feedback themes.
– Continued focus on quality: Our overarching objective remains clear: to deliver dependable, accurate, and responsive support that helps exporters operate with confidence in increasingly complex markets.

Conclusion

The annual export client quality survey is more than a benchmarking exercise. It is a compass that guides our efforts to strengthen service quality, deepen client relationships, and adapt to the dynamic landscape of global trade. By prioritising data integrity, expanding self-service options, and accelerating issue resolution, we aim to enhance the experience of every client we support and to sustain the trust that underpins successful international commerce.

July 30, 2026 at 11:23AM
研究：出口客户质量调查
https://www.gov.uk/government/publications/export-client-quality-survey
来自出口客户质量调查的年度结果。

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