Customer Satisfaction Survey: 2012 Results

2012: Our annual customer satisfaction survey

Every year, as part of our ISO 9001 procedures, Lexcelera conducts a customer satisfaction survey to see how well we are meeting your expectations and how we can improve to serve you better.

To ensure the confidentiality of the respondents, the survey was conducted by an external consulting firm, Scorpio Marketing. 2,287 customers were asked 28 questions aimed to gauge their satisfaction and define future paths for development.

The results show that Lexcelera’s strengths are:

Prices

Response times

Deadlines

Quality

Results of the customer satisfaction survey

Response times: 99% of the respondents were satisfied or very satisfied by our quick response times.
Deadlines: 98% of the respondents were satisfied or very satisfied with our respect of deadlines.
Quality: 94% of the respondents were satisfied or very satisfied with the quality of our translations.
Prices: 99% of the respondents were satisfied or very satisfied with our prices.

How can we improve? While 21% did not think any improvements were necessary, others said we could do even better on price and quality. And even though 92% felt we knew their businesses well or very well, a number of our customers felt that we could improve our knowledge of their in-house terminology.

Lastly, in response to the question, “Would you recommend Lexcelera’s services to your colleagues and contacts?” 96% answered that they would recommend us – or that they already had!

We would like to thank all of you who took time out of your busy schedules to help us meet our goal of continual improvement.

And thank you for recommending us 🙂