Quality translation and customer satisfaction are what we strive for every day. Because our clients are the best judges of our work, client satisfaction is the core measure of our success and the key objective for every assignment.
We use a Net Promoter Score (NPS) methodology to quantify our results. We publish the results annually as part of a public, audited process to maintain our ISO quality management system certification.
In 2023 we achieved an NPS score of 100.
The average NPS score for most US businesses is between 5% and 10%. But some of the best-known names in the US have much higher scores. For example, Harley Davidson, famous for the loyalty of their customers, ranks near the top with an NPS score of 91%. This means that our customers are more enthusiastic about our translations than Harley riders are about their hogs.
That's why we are leaders of the pack. And that's why you will have a great experience working with Responsive Translation.
After every job we send our clients a simple, one-question survey: "How likely is it that you would recommend Responsive Translation to a friend or colleague?"
We take that score and calculate the percentage of customers whose answers identify them as promoters (9 or 10) and subtract the percentage whose response indicates they are detractors (1 through 6).
A score of 7 or less in any survey automatically triggers an investigation by the CEO’s office as part of our ISO 9001 certified QA process for continuous quality improvement. After the investigation, a series of documented actions are taken to correct the issue and prevent similar problems in the future. This report is then provided to our clients for their review and comment.
Combining rigorous quality assurance with NPS process has increased the quality of our clients’ experience, which is unmatched in the translation industry, and has had a profound impact on the quality of the services we provide.
We invite you to give us a try and see for yourself.