NEWS RELEASE
October, 2019
FOR IMMEDIATE RELEASE
– 94 percent of customers are very satisfied with the service portfolio
– For each review, flexword donates to charitable organisations
(Mannheim, October 2019) Whether they like the transparent communication, the helpful service or the quality of its project execution, customers of the international language service provider flexword from Mannheim are extremely satisfied with the company’s service package. Approx-imately 94 percent of clients gave flexword’s expertise and customer service top marks – at least 4 out of 5 on the Net Promoter Score (NPS) scale – and would recommend the company to others at any time. The language service provider with locations in London, Jacksonville in Florida and Novi Sad in Serbia made this finding by evaluating customer feedback over the past twelve months. “When dealing with our customers, we at flexword attach significant importance to the highest quality standards and expert advice, always prioritising our customers’ individual and often technically demanding requirements”, commented Goranka Miš-Čak, founder and managing director of flexword: “On top of this, a large proportion of assignments also involve confidentiality, specialist expertise and rapid implementation in accordance with extremely strict security standards. We are, of course, proud to see that our customers have acknowledged our expertise accordingly.”
Using the internationally recognised and standardised survey methods CSAT (Customer Satisfaction) and NPS, flexword evaluated feedback data from several hundred orders from international customers over the past twelve months. Among other things, this covered response times, customer communication, project quality and adherence to project deadlines.
Professionalism is the key
The responses evaluated show that the individual advice given by the language service provider, as well as the reliability of delivery, received a particularly positive rating. Above all, however, the trans-lation experts and project managers under Managing Director Goranka Miš-Čak, who operate worldwide, earned top marks in the areas of professional competence and communication. Not without good reason: this year, the renowned language service provider has again invested in process optimisation and employee training, as well as in technology to support quality testing and assurance. With its worldwide pool of over 6,500 freelance translators, flexword also follows a strict strategy: only professionally trained, highly qualified specialist translators are commissioned by the translation expert, which has now been in the market for over 25 years. After all, many assignments come from technically demanding fields such as industry, the pharmaceutical and medical sectors or commercial law, which require special expertise and intensive translation experience. This aspiration is also reflected positively in terms of customer satisfaction.
Feedback for a good cause
flexword is now taking a particularly motivating measure to ensure that its clients willingly continue to evaluate the company’s services in future: for each evaluation, one euro will now be donated to one of the three charitable organisations available for selection. Customers can choose from the interna-tionally recognised and renowned aid organisations SOS Children’s Villages, Ocean Conservancy and International Animal Rescue. In times of high workloads and constant evaluation requests, flexword would like to reward customers’ readiness to help – even if the review only takes a minute or two. Regular feedback not only confirms its good performance, but also enables the multiple certi-fied language service provider to continuously improve and adapt its service to meet the needs of its customers. “Digitisation, in particular, means that our clients’ requirements are constantly changing, for example when it comes to data security, flexibility or content. The results of our surveys have confirmed that, on the one hand, we have set the right priorities for the future and, on the other, we can react flexibly to individual needs at any time. At the same time, we are using them as a motiva-tion to continuously improve, not just technologically and professionally but also personally. Our goal is to increase customer satisfaction even further – to 98 percent in 2020″, concluded Managing Director Goranka Miš-Čak.
Further information can be found at www.flexword.de.
About flexword Translators & Consultants:
flexword Translators & Consultants, whose head office is in Mannheim, is one of Germany’s leading professional language service providers. Its Managing Director, Goranka Miš-Čak, is a qualified translator, who founded the company in 1992. In over 25 years, flexword has established a customer base comprising more than 1,000 clients from industry, business, science & research as well as state institutions. As a full-service provider, flexword never fails to impress in its core business of translation services.
As one of the first full-service language service providers, the company already worked in line with EN 15038 for translation services, the predecessor to EN ISO 17100. The owner-managed group of companies with locations in Germany, the US, the UK and Serbia can draw on the services of more than 6,500 academically trained and experienced specialist translators, proofreaders, interpreters and language engineers from around the world. Thanks to cross-site project organisation, qualified project managers are able to realise language service projects of all sizes professionally and reliably and to meet tight deadlines. flexword is a member of the British Chamber of Commerce, Qualitätssprachendienste Deutschlands e.V. (a member of the EUATC, the European Union of Associations of Translation Companies), tekom Deutschland e.V. and the Metropolregion Rhein-Neckar association. The company also takes on trainees for the Rhine-Neckar Chamber of Industry and Commerce..
PDF download here: PM_Customer Satisfaction
