A few weeks ago we sent out a satisfaction survey to our clients. The average overall satisfaction rating was 4.6 out of 5.
I could be disappointed, because 30% of customers didn’t give us 5 out of 5 points. We have not been able to serve 1 in 3 customers in a way that exceeds expectations, which is the goal we aspire to.
I could also see these figures from the opposing, positive point of view: that 70% of customers gave us 5 out of 5 stars.
And be content with that.
In the translation and language services industry, clients see the service we provide as a commodity: they buy it by the pound (well, the word), like sugar or flour. It’s not easy for a translation agency to leave a lasting impression on the mind of a client.
But at Qabiria we try to do so every day by doing things our way, following our own special method, a mix of pragmatism, technology, communication and efficiency.
We set the bar very high, firstly because mediocrity is not in our DNA, and secondly because the market is unforgiving. In a market where suppliers cannot be told apart, excellence is taken for granted.
According to the survey results, our customers especially value our technical knowledge (42%) and our reliability (37%).
97% of clients say they will come to us again in the future.
“Not bad”, you might say.
Sure, it’s not bad at all, but our goal is to distinguish ourselves from the competition and ensure clients have no reason to look elsewhere.
“Not bad” is not enough.
We asked our clients what we could do to improve. Some comments we received include:
“Stay efficient and maintain the good relationship you have built with our organization”
“Keep up the good work”
“It’s all perfect the way it is”
But also:
“Being able to accept higher volumes of work with tighter deadlines would certainly be an advantage.”
We also asked our clients what their biggest concerns are. As was to be expected, the healthcare emergency comes first, followed by the need to keep up with new technologies and falling market rates.
Finally, we asked them: “Would you recommend Qabiria to friends or colleagues?”
95% said they would recommend our company to others.
When asked why, some answers were:
“I would recommend your services for speed of delivery, reliability and clarity of communication.”
“You have provided me and my organization with quality translation services.”
“I have always received excellent service from you on all fronts.”
“Because you truly work to an extremely high standard. You answer quickly. Very punctual deliveries.”
“Because working with you gives peace of mind, confidence and assurance that the job will be well done.”
“You are tech-savvy, reliable, have reasonable rates, are easily accessible, and maintain a direct relationship with the clients.”
“Because you are true professionals.”
“I particularly appreciate the ease of communication, the honesty, and the transparency with which you handle every aspect of your work, which has helped to establish a good and trusting relationship. You are very open to feedback and have always met any deadline.”
“For the quality of you work, sincerity, commitment to helping on any project, meeting deadlines, and smooth communication.”
One of Qabiria’s core values is transparency.
This type of dialogue is one of the means we use to build a relationship of trust with those who choose us.
Thank you so much to those who gave a few minutes of their time to respond. We value each and every comment on how we can improve and reach that 5 out of 5.
