Our Secret Sauce: We Measure Customer Satisfaction

At Responsive Translation we increased our NPS score more than 10 points over the last decade. From an NPS score of 83 in 2008, we achieved a sky-high NPS score of 96 last year, translating to the highest rate of customer satisfaction in the language services business.

NPS is an easy and simple way to measure customer satisfaction.

For example, in 2018, Tesla achieved an NPS score of 96, Audi attained 77, Apple 72 and Panasonic 42. Bank of America earned a punishing 0 while Comcast achieved a cringe-worthy -5.

The Net Promoter Score (NPS) index ranges from -100 to 100. It measures customer experience and is widely seen as a referendum on how a company is doing. More specifically, the score measures how willing each customer is to recommend a company’s services to others.

Industry averages vary, but companies are often benchmarked according to the following scores:

• -100 to 0: Needs improvement
• 0-30: Good
• 30-70: Great
• 70-100: Excellent

Like Tesla, Responsive Translation earned a stratospheric NPS of 96 for 2018. With that score we currently rank first among language service providers globally for client satisfaction, as audited by the Performance Review Institute (PRI).

After every engagement, we ask our customers: “On a scale of 0-10, with 10 being the most likely, how likely is it that you would recommend our services to a friend or to a business colleague?”

According to the NPS methodology, customer scores are broadly divided into three categories depending on the score given:

• Promoter scores are a 9 or 10. These represent the happy campers and the pride of our business—the satisfied, loyal customers who happily use our services and expect to return again and again.
• Passive scores are a 7 or 8. These represent customers who are relatively satisfied with our services. However, they could possibly be swayed by the right combination of factors into becoming customers of our competitors.
• Detractor scores are a 0, 1, 2, 3, 4, 5 or 6. These represent customers who are unhappy with the service they received. They will most likely not return as a customer and may share the negative experience they had with others.

A company’s Net Promoter Score is tallied by subtracting the percentage of Detractor scores received from the percentage of Promoter scores. Passive scores are not taken into account. This has the potential to result in an NPS score of -100 if every customer provided a Detractor score, or an NPS score of 100 if every customer provided a Promoter score.

NPS Going Up

At Responsive Translation, we pride ourselves on the quality of our work and our commitment to customer service. Detractor scores have always been few and far between. Nevertheless, any Detractor score we receive automatically triggers a root cause investigation. This is part of the public, audited process we use to maintain our ISO quality assurance management system certification.

From a customer experience perspective, we use the opportunity to investigate what happened and then take the necessary steps to correct the issue and make sure that it never happens again.

Our commitment to accountability and continuous improvement is undoubtedly what has helped our NPS score rise 13 points over the last decade. As a result, Responsive Translation’s NPS score was a sky-high 96 in 2018. We enjoy serving our customers and hope to have the opportunity to serve you—or to continue to serve you for years to come—too.

Translation You Can Count On

Certified for ISO 9001, Responsive Translation is a full-service foreign-language services provider. We offer translation, adaptation, validation and review, as well as interpreting and studio production, in more than 200 languages and dialects.

For more information on how we can help you, please contact us at 646-847-3309 or [email protected].