Many translation companies claim to provide quality work. Yet how many of them can prove it? Well, we can!
Responsive Translation uses the Net Promoter Score methodology as part of our publicly audited ISO 9001 process for continuous quality improvement.
When we started with the NPS methodology in 2008, we earned a score of 83. That was a good score, but we weren’t content to rest on our laurels. We’ve since invested more time and resources honing our processes to improve the quality of our services and ensure that we provide customers with a good product and a successful experience. And now, with the 2021 results in, I’m proud to say that it’s paid off for our customers and the company in a big way.
In 2021, Responsive Translation earned a Net Promoter Score of 100, which is the highest rating possible. Our whole team is proud of this score and what it says about the quality of our services.
For a little perspective, did you know that Internet service providers in 2021 averaged an NPS score of 0? 0! Additionally, B2B technology and service businesses in 2021 on average earned an NPS score of 39 while B2B consulting businesses on average earned an NPS score of 62. Even well-loved companies like Apple haven’t crushed their NPS scores.
A Net Promoter Score measures customer experience. It gives customers the opportunity to quantify their satisfaction and how likely they are to keep buying from the company in question.
Responsive Translation does this by asking our customers one question at the conclusion of every project: “On a scale of 1-10 with 10 being the most likely, how likely is it that you would recommend our services to a friend or to a business colleague?”
Here’s how the scoring works: Scores of 9 or 10 are marked as Promoter scores, scores of 7 or 8 as Passive scores, and scores of 0 to 6 as Detractor scores. The Net Promoter score is tallied by subtracting the percentage of Detractor scores from the percentage of Promoter scores. This creates a range of -100 to 100. In addition, as part of our ISO process for continuous quality improvement, any score we receive of less than 7 will automatically trigger a root cause investigation.
It’s easy to claim that your company does quality work, but it’s quite another to deliver it each and every day. And that’s what we do here at Responsive Translation. The proof is in our NPS score!
Founded more than three decades ago, Responsive Translation provides translation, interpreting and other foreign-language services to organizations in compliance-intensive industries. I invite you to learn more about our range of services or get a quote here.