Spanish to English Marketing Marketing / Market Research customer satisfaction survey from a gas supplier

Hi everyone,

I hope you are all doing fine today.

I was wondering if anyone could help me with this term, I seem to be struggling to make sense of it.

It is from a customer satisfaction survey for a gas supplier.

The question asked was:

"What is the main area where {business} needs to improve to make you more likely to recommend {business}?"

The full answer given was:

"Los transportistas deberían tener un buen trato con el cliente, y llamar de antemano, para no presentarse de sorpresa y realizando mal su trabajo, a parte de con malas contestaciones."

This answer was provided by a private customer rather than a business. So far I have gone with "The drivers should have a good relationship with the customer and ring in advance so that they don’t turn up unexpectedly, doing their work badly, besides their poor answers."

I don't like the sound of this last bit and I'm wondering if I've misunderstood.

This is from Spain to be translated into UK English.

Many thanks for your help.

Kind regards,

Kerryann