Customer Satisfaction Survey Results from 2005 to 2008
McElroy has conducted a customer satisfaction survey each year since 2005. Over the years, the results have been very consistent. The average ratings in the most critical areas are shown below:
Quality: 92%
From 2005 to 2008, 92% of respondents ranked the quality of our work “Above Average” or “Excellent”
Customer Service: 94%
From 2005 to 2008, 94% of respondents ranked our Customer Service “Above Average” or “Excellent”
Timeliness: 87%
From 2005 to 2008, 87% of respondents ranked the timeliness of our work “Above Average” or “Excellent”
Likely to Recommend: 93%
From 2005 to 2008, 93% of respondents say they would be “Fairly Likely” or “Extremely Likely” to refer other clients to McElroy Translation.
Clients’ Suggestions for Improvement.
In addition to “ranking” questions like the ones above, we also ask our clients for specific suggestions or comments about how we could improve our service. The majority of the comments we receive are positive comments such as "You guys ROCK!” or “McElroy exceeds my expectations with every project I send to them.”
We also often get suggestions for services we already provide. Since some clients are unaware of these services, I want to briefly highlight them:
• Have a tight deadline? Tell us when you need the translation finished! We can very often meet an expedited deadline, but it helps if we know your deadline as early as possible in the process!
• Want an online estimate? Fill out the form and attach your document.
• Want to submit your order online? Fill out the form and attach your document.
• Want to check your job’s status online? When you submit a document to be translated, you will receive an email with the job number, estimated delivery date, and a link you can use to check the status of your job in real-time.
• Need to refer to a Docket Number, Client Matter Number, PO Number, or Protocol Number? Please let us know of any reference numbers you need on your invoice, email communications, etc.
• Have special terms or phrases we should use? We are happy to use your glossary or work with you to develop one.
The more we know about what you need and what you are going to use your translation for, the better we can serve you. And you don't have to wait until the annual survey to give us feedback. We welcome feedback and suggestions anytime!
Carol Moya, Customer Service Manager
customerservice@mcelroytranslation.com
800-531-9977, ext. 122