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Welocalize 2015 Customer Satisfaction Survey and NPS Update

164895220Welocalize conducts a semi-annual survey of our clients to gauge how likely they are to recommend our services to others. This is known as a Net Promoter® Score (NPS). The rating is an important indicator to Welocalize and also provides an opportunity to engage with our clients and gather valuable feedback.

In April 2015, we asked more than 1,200 clients three survey questions:

  1. How likely is it that you would recommend our company to a friend or colleague? Respondents select a rating of 1-10, with 10 being extremely likely and 1 not at all likely. Responses determine the NPS rating*.
  2. How Responsive is Welocalize?
  3. Describe Welocalize Services (a selection list was provided in the survey)

The complete results are summarized in the infographic below. Based on the survey responses to question #1, Welocalize’s current NPS Rating is +29 with 84% of clients likely to recommend our services to a friend or colleague.

Clients provided direct feedback on our responsiveness.  The overwhelming answers were classified as extremely or very responsive based on the following actions:

  • Planning process
  • Turn-around-times and meeting deadlines
  • Managing urgent and rush requests
  • Responses to request, quotes or project questions
  • Professionalism
  • Project completion and feedback

Clients also provided specific detail for continuous improvements and valuable suggestions for ways to exceed all client expectations, with every engagement.

Question #3 asked survey participants to select from a defined list of characteristics for how they best describe Welocalize services.  The following terms were most frequently selected by survey respondents, in order based of highest percentage first:

  1. On-Time
  2. Customer-Centric
  3. Service-Oriented
  4. Long-Term Partner
  5. Easy-to-Use
  6. Cost-Effective
  7. High Quality
  8. Experts and Advisors

Welocalize would like to thank all those that participated in the April 2015 survey.  Your input is extremely important to us.  All characteristics listed by respondents and open feedback responses were reviewed by Welocalize team members to understand how to best serve our client’s needs today and in the future. The insights gained through the survey are utilized to build upon our guiding 4-pillar foundation: customer service, innovation, global teamwork and quality.

Here is a full view of the Welocalize NPS Client Survey Results for April 2015.

Welocalize Customer Satisfaction Results April 2015

*The NPS methodology is used across all types of industries and business sizes by asking customers a single question to predict repurchase and referral by rating how likely are to refer to a friend or colleague.  Based on the responses, answers are categorized as promoters (rating 9-10), passives (rating 7-8), and detractors (rating 1-6).  According to Reichheld (creator of NPS), the average American company scores less than +10 on the NPS. These values can alter based on culture and industry sector.

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