B2B e-commerce: the challenges in the digital transformation
Our main target is to ensure that no more than 0.3% of all project items we manage contain confirmed QIs, and this quarter we smashed it.
The number of Quality Issues (QIs) that we recorded in Q2, based on customer feedback on our work, increased by 5% compared to the previous quarter. However, when calculated against the number of project items, only 0.27% of our project items had confirmed Qis, as seen in the graphic below:
Aiming higher
We’ve recently developed a series of quality initiatives that will help us bring our level of QIs down even further.
Our Quality and Experience team is currently working on a Language Quality Assessment (LQA) prevention plan that should help us reduce the number of quality issues by measuring and assessing quality from the early stages of a project.
Together with our team of Linguist Managers, we’re also carrying out regular and ad-hoc checks and evaluations of our dedicated translators, to reduce the number of assignable translators and make it easier for us to select them.
Another action on our quality radar is to focus on query management and quality assurance tools and processes at our disposal (QA flags and checks, preview functionality etc.), by educating translators about the risks and consequences of wrong assumptions or inadequate use of tools and functionality.
Customer Satisfaction results
Twice a year we survey our 100 biggest clients (based on year to date spend with Lingo24). Here is a selection of our latest results, from the interval January 2016 – June 2016:
- the average customer happiness in the analysed period is 8.3 out of 10. We notice an improvement from the 2015 percentage of 8.23
- our overall Net Promoter Score (NPS) for this interval is 33.9 – a slight decrease 34.27 in 2015
We’ve achieved the highest scores (4 or 5 out of 5) for:
- Responding to and acting on our clients’ needs and requests in a resourceful way
- Making our clients valued
- Following through on commitments
Client feedback
Speaking of clients, here’s what some of them had to say about us in the past few months:
”Thanks very much! Project has been received successfully. Reads really well, great work by the translator.”
“Wow, that is really great service, thank you so much! The Marketing guys will be very happy about that.
I will send them the first version today and the second one tomorrow. Thanks again for this, excellent service!!”
”I confirm receipt of all files.Thank you so much for your help and great efficiency on this project!It is very much appreciated.You are the best !”
”Well, that is really good news – much earlier than expected!Thanks very much for the translation. ”
*Photo credits: Gunnar Pippel / Shutterstock.com
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