Park IP Translations 2016 NPS Client Survey Results

Client Survey Results Park IP 2016Park IP is renowned for our passionate legal and language experts, who work hard to earn our clients’ trust and deliver exceptional legal translation services.  To ensure we are achieving and delivering the best service to our clients, we conduct a client survey twice a year consisting of three to four questions to help us gather valuable insights and measure our success by a Net Promoter® Score (NPS).

A NPS score can vary considerably from industry to industry and culture to culture.  Essentially, the highest performing organizations typically score between +50 and +80.  According to Reichheld, the creator of NPS, the average American company scores a +10.  Park IP Translations is a high performing organization by NPS standards.

The Park IP Translations’ NPS from the November 2016 client survey is +72.

We recently surveyed 3,266 people in November 2016 using a NPS methodology combined with questions to gather feedback about our clients’ experiences and interests. We asked, how likely it is that you would recommend Park IP Translations to a friend or colleague?  The NPS methodology is based on asking customers a single question to predict repurchase and referral, essentially measuring customer loyalty.

The NPS scoring for this question is based on a scale with the highest number being 10.  On the scale, 1 equates to not at all likely to recommend and 10 means extremely likely to recommend.  Our average score from the survey is 9.2, with the majority of respondents indicating they are extremely likely to recommend Park IP Translations to a friend or colleague.

Our second question was, how likely the client was to utilize Park IP Translations legal language services in 2017?

More than 95% indicated they were likely to utilize our services again with the highest number of respondents marking there are extremely likely to employ our services in 2017.

We inquired through question three, what areas does Park IP Translations excel in?

As we continue to grow our language solutions we are guided by our four pillars: customer service, global teamwork, innovation and quality.

This question focused on measuring the values we strive to deliver through every interaction we have with our clientele.  Out of eight choices, here are the top four areas that the respondents believe Park IP excels in today:

  1. Customer Service
  2. Quality
  3. Collaboration as a Partner
  4. Specialization and Expertise

Our last question asked what types of translation and language services our clients were planning to outsource to a language service provider in 2017?

This question helps us to identify the areas where we, as a language service provider, have opportunities to expand as well as the areas that we can continue to expand and develop innovative solutions to meet our clients’ legal language services now and in the future.  Here are the top selections by the survey participants:

  1. Patent and IP
  2. Foreign Filings
  3. Technical Documentation
  4. General Legal
  5. Interpretation

Park IP Translations will continue to use these subjects to guide our communications and efforts to share our expertise.

If you would like to learn more about our survey, please feel free to reach out to use directly at marketing@parkip.com.

November 2016 Customer Survey Infographic

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