As part of our ISO 9001:2008 Quality Management accreditation we constantly monitor our customer service levels by asking all our clients to complete a very short questionnaire at the end of every project we deliver.
On each one we ask them to score out of 10 (10 being excellent, 0 poor) on these questions:
- How would you rate the quality of the services Global Lingo provided to you?
- Did the customer service match your expectations?
- Would you recommend Global Lingo’s services?
We’ll we’ve just checked the levels and at the moment we’re scoring 9.2 out of 10 for both questions and 100% on recommendations.
We’re all really pleased because last time we reported on it was at 8.91 and while that was great, the increase shows that our clients think we’re doing a great job.
Here’s just a small example of the feedback we receive.
I always find the customer service at Global Lingo impeccable. Everyone is efficient, and always very helpful and polite. I have never had any issue with them, and if there is something, it is always resolved quickly, and without fuss. I would use them again and again, they are the first translation company I go to, I don’t need to look elsewhere!
I enjoy the simplicity of the service. I send a brief email to Beatriz, I receive a response within 30 minutes confirming the job can be done. A quick turnaround is possible for an extra fee which is a great option to have. My experience of other translation services is that often it can take 2-4 hours simply to be told that there isn’t anyone to do the translation for 2 days!
I was impressed personal service from the receptionist onwards. Marian had a creative approach and a desire to complete my slightly left field project. I don’t know if you are all equity partners but everyone I spoke to came across as an owner of the business. Will be back for more!