At Balajcza Linguistic Services, the management of translation orders is a multi-step process. From the inquiry, through quotation, import to CAT software, the translator’s work, verification, and finally transfer of the final file to the client. However, at BLS it doesn’t end there.
In 2021, clients who ordered a translation from Balajcza would also receive an invitation to participate in a satisfaction survey. More than 200 people completed the survey, and the results and comments will be used by the company to further improve its order processing.
As it turned out, 97% of respondents are satisfied with their collaboration with Balajcza – these individuals rated their satisfaction at 4 or 5 on a five-point scale. Interestingly, the survey also showed that as many as four out of five clients gave Balajcza the highest possible rating!
Clients were also asked to rate their satisfaction in five areas on a 10-point scale:
- Quality of translation
- Quotation time
- On-time delivery
- Customer service contact
- Service price
The respondents were unanimous in this case as well, with a rating between 7 and 10 given by the vast majority of participants. It turns out that 97% of people expressed their satisfaction with the quality of the translation, and as many as 99% were happy with the quotation time, delivery time, customer service and the price of the service!
In addition, an overwhelming majority of clients awarded the maximum score of 10 points in the following categories. 72% of the respondents were completely satisfied with translation quality, 91% – with quotation time, 95% – with delivery time, and 91% – with our customer service. 3 out of 5 people (64%) were fully satisfied with the price and the rest also gave high marks in this regard.
These are great results, which are very rewarding and provide a benchmark for the next year.
The survey also provided some space for comments and feedback – critical, constructive and favourable. The examples of the latter were very numerous! Here are some of them:
- “Better than I expected in every way”.
- “An exceptionally good translation of a text on beauty products from French. Almost no editorial corrections were needed on our part”.
- “You have shown a high level of understanding when confronted with the delay in the client’s decision to use your services and the urgency of the translation, for which we are grateful!”
- “I am very satisfied with the service, as always”.
We sincerely thank you for all your feedback and responses. We will analyse and use them – some to improve our services in 2022, and some… to make the day of our team, who always strive to do their best!
