Quality is a very commonly-used word in our business. But when it comes to quantifying such a qualitative word, where can you begin? At Lingo24, we believe in being transparent about everything that contributes towards the quality of our work, so we’re opening up the doors and letting you have a nose around what we do. Off we go…
1. Internationally recognised Quality Management processes (ISO 9001)
A no-brainer. For us this is essential as it shows recognition of an independent and trusted body of our processes, and we have the certification to prove it.
2. Dedicated Quality Team
These guys are sticklers for detail, and we love them for it. They are on hand to deal with any quality concerns raised by our clients as soon as they arise, and aim to resolve them as soon possible. They also implement improvement strategies so that such issues don’t occur again, and liaise with all departments to ensure we all meet the agreed standards. And we know what will happen if we don’t…
3. Only the best translators
Did someone say “best translators”? At Lingo24, as a minimum requirement all our translators will:
• Have at least three years’ experience as a professional translator;
• Hold a professional translation qualification;
• Be official members of professional translators’ bodies such as the ATA in the US, the ITI/IOL in the UK, or the equivalent institution in their local country; and
• Only translate into their native tongue from another language in which they are fluent.
And that’s just the beginning. Where we recruit subject specialists (i.e. those with expertise in areas such as medicine, technology or marketing), we ask them to complete specific tests to check their knowledge really is up to scratch.
Because we’re a friendly bunch, for the majority of our service levels, translators work in teams.
4. Editing, as well as translating
One professional translator carries out the initial translation and a second translator, with equivalent experience and qualifications, will review and edit this initial translation. As much as we have every faith in the quality of our translators, we know that there’s often nothing better than a second pair of eyes to review complex work.
5. Constant monitoring
Just like the head teacher at school, we have eyes and ears everywhere. We grade all translators on the jobs they complete, combining feedback from clients and other translators as well. Our team of language combination controllers ranks translators on elements of their work, including errors and the number of changes made by clients. Nothing gets past us.
6. Unprecedented client control over their translation projects
We’re obsessive about quality, but that doesn’t mean you can’t be too. Our proprietary Computer Aided Translation (CAT) tool, Coach, provides an unprecedented level of quality checks for translation projects, which can be requested for one-off projects, or made mandatory for all jobs. Ask us about them all. We’ve got loads.
7. Sharing client feedback openly and honestly
Net promoter score
This chart shows our net promoter scores (NPS) over the last three years. We calculate this score by working out the percentage of our clients who would actively promote us, less those who wouldn’t. We track this via client surveys every six months, and we’ll share the results with you each and every time we calculate them.
Number of quality issues raised
This chart shows the total number of confirmed quality issues raised compared with the total number of projects items managed. As you can see, for every project we manage, the proportion of these where quality issues are raised is very small. For the last year we have been consistently under 0.5%. We calculate this score monthly and will share this here on our blog.
It’s true we have worked incredibly hard to minimise the quality issues arising in projects, but the improvement we have seen is also partly related to the way we educate and manage the expectations of our clients in relation to quality on each project. Again, giving more quantifiable measures to what quality really means to both of us are key to this.
As well as regular customer satisfaction survey responses, we often get “unprompted” feedback – where customers let us know how we did more immediately and without being asked. In the spirit of openness, we’re also happy to share these comments with you.
So that’s a quick whistle-stop tour through our approach to quality. We’ll be providing updates on our quality scores on a monthly basis and would welcome any discussion points you may have regarding how to manage quality within translation projects.
We’ve also recently started using Trustpilot as an independent forum to gather reviews from clients, and we’re pleased to say we’re doing well so far! Check out our reviews here!
*Photo credits: cigdem / Shutterstock.com