Client feedback is very important to Welocalize. Twice a year, we survey our clients to gather valuable insights. The input is core to our commitment to continuous improvement and operational excellence. It is also fundamental to our 4-pillar strategy of innovation, customer service, teamwork and quality.
The April 2014 Welocalize Client Survey asked three questions. The first question was a Net Promoter® Score (NPS) question: How likely is it that you would recommend Welocalize to a friend or colleague? The rating is 1 – 10, with 10 = Extremely likely and 1 = Not at all likely. Our average score in the survey was 8.2 with 85% stating they were likely to recommend Welocalize. Our NPS rating for the April 2014 Client Survey is +39.
According to Reichheld (creator of NPS), the average American company scores less than +10 on the NPS, while the highest performing organizations are situated between +50 and +80. These values may however vary considerably from sector to sector and from culture to culture. Additional information about the NPS rating are in the infograph below.
The second question we asked in our survey: How can we better serve your needs today? This question provides us important information to ensure we are meeting the needs of our clients, as well as understand where we have opportunities to exceed expectations and address challenges.
The third questions we asked What are your top criteria when evaluating Language Service Providers? This question provides important information to Welocalize to our client’s needs today and in the future. We learned that the first and foremost criteria for selecting a languages services provider is quality, followed by fair and competitive pricing. The third criteria is speed and turn-around-times for projects. The top ten criteria are detailed in our infograph below.