Park IP Translations May 2015 Client Survey NPS Results
Park IP is renowned for our passionate legal and language experts, who work hard to earn our clients trust and to deliver exceptional legal translation services. To ensure we are achieving our company objectives, we conduct a client survey twice a year consisting of three simple questions to help us gather valuable insights and measure our success by a Net Promoter® Score.
We recently surveyed 1,400 people in May 2015 using a Net Promoter ® Score (NPS) methodology and questions that provide us important feedback about our client’s experience and interests. The NPS methodology is based on asking customers a single question to predict repurchase and referral, essentially measuring customer loyalty.
NPS Survey Question #1: How likely is it that you would recommend Park IP Translations to a friend or colleague?
The NPS rating is marked from 1 to 10, with 1 being not at all likely and 10 being extremely likely. Our average score in the survey was 9.18, with the majority indicating they are extremely likely to recommend Park IP Translations to a friend or colleague.
The Park IP Translations NPS rating for the May 2015 Client Survey is +74.
What does the NPS Score mean? The NPS score can vary considerably from industry to industry and culture to culture. Essentially, the highest performing organizations typically have a score between +50 and +80. According to Reichheld, the creator of NPS, the average American company scores less than +10. Park IP Translations is in the upper end of the highest performing organizations bracket across all industries.
Survey Question #2: How likely are you to utilize our services again?
More than 98% of our customers said they are likely to utilize our services again with the highest number stating they are extremely likely. This question provides us with important information and helps us to understand where we have opportunities to exceed expectations and address challenges to meet our client’s legal language service needs today and in the future.
Survey Question #3: What are your top three reasons for selecting a legal language service provider?
This question allows us to identify important information and understand the key criteria customers look for when identifying a language service provider. It also defines our 4-pillar strategy related to customer service, global teamwork, innovation and quality. By understanding what our customer wants, we can ensure that we are continuously meeting and exceeding our customers’ needs.
Respondents provided us important criteria they use when selecting a legal translations provider. We provided a list of options, which included:
- Industry Expertise
- Relationship with Provider
- Accuracy and Quality
- Client Portal Technology
- Languages and Locations
- Services and Offerings
- Past Experience
- Customer Service
Overwhelmingly, respondents chose accuracy and quality as the number one criteria for selecting a legal language services provider. The second highest consideration is price followed by responsiveness.
You can learn more about the survey and feedback in the following infographic. If you have any queries about the survey or any of the results, please contact us today.