News

Customer satisfaction exceeds expectations

Customer satisfaction exceeds expectations

Wednesday, November 14, 2018


Thanks to all our valued customers who completed our latest customer satisfaction survey and provided us with your feedback.

We are always keen to understand where we are meeting or exceeding your needs, and to determine areas where we can make improvements.

Our earlier survey conducted in 2015, indicated the need for improvements in key areas including service delivery and administration, consistency of service quality, and the value of LanguageLoop to your organisation.

The results from our latest survey, conducted during the 2017-18 period, shows that there has been a significant improvement across these areas due to a number of changes we implemented in the business in response to your feedback.

This was particularly reflected in our Net Promoter Score (NPS), which is the universal measure common to most customer surveys and reflects customer advocacy. In 2015 our NPS was +6, and in this latest 2017-18 survey it has increased to +30, surpassing our expectations for the time frame and demonstrating that our ongoing commitment to continuous improvement has had a positive impact on your overall experience of using our service.

We received a positive response on the speed of our reply to your query or booking request, with the majority of you (93%) very satisfied. Alongside this, we also received strong feedback that you believe our staff are willing to help you and you feel satisfied with the booking experience. It’s great to know that you support our vision to give all people a voice in society. We acknowledge that there’s still an opportunity to improve our service to make up for any mistakes, loss or delays in your jobs.

As you know we have an extensive network of over 2,500 interpreters and translators who speak over 160 languages. It was pleasing to discover that 87% of you are satisfied with the overall quality of our service and feel we have consistent and reliable onsite interpreters.

All our interpreters are trained to adhere to a Code of Conduct and we regularly monitor and communicate with them, including maintaining a Performance Management and Feedback Register which captures any complaints received, how they were managed, and the steps taken to resolve any ongoing problems. This is part of our continuous cycle of review and improvement to ensure high performance and professionalism.

Thank you once again to the hundreds of customers who took the time to complete the survey to provide us with your feedback and suggestions. We look forward to constantly developing our services, reaching new levels of innovation, and communicating with you on a more regular basis to help us deliver this vital service to our multicultural society.

Go back