Every quarter, we send out a feedback survey to our clients. This is an important part of the process for us, as we make every effort to stay responsive and react to customer feedback. This quarter is no different. 

Continuing our customer-first approach, we’ve decided to put together the below report for you.  

 

Results 

Overall, how would you rate your experience with us? 

80.95% of respondents gave us an ‘Excellent’ rating.  

When it comes to business, customer experience is everything. We want to make sure that every client has a good experience, from their first quote, to their final project. This result reflects the hard work of our staff to consistently provide a positive and fulfilling customer experience. 

How satisfied were you with your recent project? 

Around 86% of people who responded to the survey were ‘Very Satisfied’ with their recent project. This survey goes out to clients from this quarter, so this is representative of roughly 3 months (91 days!) of projects. 

In fact, there was not a single respondent who claimed to be unsatisfied with their project. The remainder of the result reported that their satisfaction was average or good. Overall, we’re really pleased with this result, as it shows that none of our projects from this quarter left our clients unsatisfied.  

What is the main reason for choosing Wolfestone for your translation? 

Any guesses? We believe that there are many reasons to choose Wolfestone, but it’s great to hear it directly from our customers as well. There are a lot of options here, so let’s get right to it. 

19.05% of respondents chose us due to our ‘customer service’ and a further 14.21% chose us due to our ‘turnaround times’. Both of these options are representative of the efforts we take to ensure that all clients are satisfied with their service. However, the most chosen option was neither of these – it was our ‘competitive price.’ 

As well as these options, customers cited our ‘languages offered’ and the ‘quality of translation’ but we added an ‘other’ box for respondents to add their own comments. One of the nicest comments claimed the respondent chose Wolfestone for our ‘Fast turnaround at short notice and helpful friendly service’ whilst another simply put ‘Great communication.’ 

On a scale of 1-10, how likely are you to recommend Wolfestone to others? 

76.19% gave us a 10 out of 10 on this one! That’s a pretty high percentage already, but we’re happy to report that the rest of the respondents still gave positive feedback on this question. There wasn’t a single person who rated us below a 7. 

For your next relevant project, how likely are you to use Wolfestone? 

85.71% are 100% likely to use Wolfestone again for their next relevant project. We like to think this reflects well on our customer service and overall delivery of projects. After all, customers rarely return to a service they are unsatisfied with. 

Once again, there were 0 negative responses to this question, with the remaining respondents choosing other positive or neutral answers. Given the importance of this question, we’re happy to see that our clients from this quarter trust us to help them with their translation needs. 

Where did you hear about Wolfestone? 

We know a lot of people find of business through a lot of different methods – so we provided a lot of different options! It’s cool to see which of them received a significant number of votes. 

For example, the most-selected option was ‘used previously.’ This demonstrates that when people say they would use our services again, they really mean it. 38.1% of respondents chose this option. The fact that so many of our clients this quarter are returning customers is a real honour. 

The second most selected option was ‘referral.’ This option was chosen by 28.57% percent of respondents. This was closely followed by ‘Search Engine’ and ‘Social Media.’ We always find it interesting how each of these varied options brings about the same conclusion, and we’re so glad to see that no matter the medium, people are still happy to work with us towards their goals.  

 

Comments 

Our comments from this quarter were very positive, which is reflected in the data shown above, and the graphic below.  

Copy of WS_US_Q2 Feedback Survey Graphic

These are just two of the kind comments from this quarter. We really appreciate written feedback like this, as it often provides more insight than just the numbers alone. The fact that someone took the time to point out the speed of our service indicates that this is one of the draws of using Wolfestone. 

Sometimes, comments provide even further insight. Take the following example: 

‘There was one minor issue where the wrong language was put in the quote but once over this hurdle we were away! Great turn around times too!’ 

This piece of feedback is really interesting, because whilst it does point out an initial error on our part, it shows that we were quick to fix it. As mentioned earlier, Wolfestone makes an active effort to be responsive and to constantly improve our customer service. This comment tells us that we are succeeding in this area, and despite this small slip-up, still managed to deliver the project within a short timeframe.  

Even so, this comment also shows us an area we can improve, by being more thorough with proofreading our quotes. This is great for us, as going forward, we can take steps in the right direction towards making Wolfestone even better than before. 

Some feedback is entirely positive, and some is constructive. We really appreciate everyone who takes the time to leave feedback of all kinds! 

 

Analysis 

Even glancing at these results, it’s clear to see that there’s a lot to be pleased about with our feedback from quarter 2 But, by taking a more in depth look, we can start to consider what our customers are really thinking about our services. 

Firstly, the most crucial thing to consider here is that there were no outright negative responses to any of these questions. Although we gave our clients the option to tell us if they were unsatisfied, they did not. And although they could have refused to recommend Wolfestone or use our services again, they instead chose to say that they would recommend Wolfestone and return to us for future projects. We’re incredibly happy with this result, and couldn’t have asked for a better endorsement from our clients. 

Furthermore, the reasons people chose Wolfestone have given us a real insight into the aspects of working with us that people really benefit from. It’s interesting that our competitive pricing is such a draw for people, but it’s true that we do strive to keep our prices low, and that we tailor our pricing to meet the needs of the project and customer. Its also wonderful that so many clients chose us based on our customer service. We put a lot of work into being responsive so it’s always great to hear this. 

 

By now it should be clear, but we are really happy with our results from quarter 2. Our business has seen many successes in the past few months, including joining the Top 100 Language Service Providers. To see that our customers are just as happy with our services as they’ve always been really helps us to see a clear vision of where we are headed in the future. 

Thank you for all of your support. If you would like to work with us in the future, you can contact us here. Or, to read more feedback from our customers, check out our client testimonials.