Poll: Have you ever conducted a customer satisfaction survey for your clients? Thread poster: ProZ.com Staff
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This forum topic is for the discussion of the poll question "Have you ever conducted a customer satisfaction survey for your clients?".
View the poll results »
| | | | | No and I don't plan to | Feb 5 |
On the one hand, I don't like to bother my clients and, on the other, I know they're happy with my services because most of them are repeat clients.
| | | | Zea_Mays 
Италия
Local time: 16:49
Member (2009)
English to German
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Translators don't conduct customer surveys unless they are also opinion research experts.
Edit: Or is the question asking "among your clients"?
[Bearbeitet am 2025-02-05 09:35 GMT]
| | | | | WWA on my profile, otherwise NO | Feb 5 |
I hate those mails that come round every time I have sent a parcel, ordered flowers or bought a ferry ticket.
´Have you got a minute? Let us know what you think of our service´.
Thank you, everything went well. On a scale of 1 to 5? That is meaningless. You don´t really want to be blown away by exceptional service every time.
I WAS impressed once, when I dropped my passport at the airport, and someone found it and took it to the gate where my plane was boarding. Fi... See more I hate those mails that come round every time I have sent a parcel, ordered flowers or bought a ferry ticket.
´Have you got a minute? Let us know what you think of our service´.
Thank you, everything went well. On a scale of 1 to 5? That is meaningless. You don´t really want to be blown away by exceptional service every time.
I WAS impressed once, when I dropped my passport at the airport, and someone found it and took it to the gate where my plane was boarding. Five big, shiny stars for that one. 
But when everything just goes smoothly? Thanks, great! It seems churlish only to give four stars, so they get five, unless there really is something to complain about. There is not much to analyse, but without a serious analysis, these surveys are a waste of time and resources on an overloaded Internet.
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Some of my clients have given me WWA (Willing to Work Again) comments on my profile. Thank you to them!
I do not ask for WWAs, but one or two have been in response to Blue Board entries.
If clients are not satisfied with a particular job, they let me know, and I deal with the issue. I may make an instant apology and correct an error, or we may have a discussion, after which the client accepts my translation when I explain, or we find a solution we are both happy with.
When they have work in my languages - not all do - the ones who are satisfied come back.
[Edited at 2025-02-05 10:59 GMT] ▲ Collapse
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It would be overkill in my situation. My active customer base (mostly/exclusively agencies) has always been small and stable enough for direct interactions, should "satisfaction" matters be raised.
I also receive enough "How did it go" requests for feedback for anything and everything, which I just ignore. The machines that trigger them couldn't care less that I respond or not, and I am not interested in being another anonymous data point.
Now, "market research" might be an id... See more It would be overkill in my situation. My active customer base (mostly/exclusively agencies) has always been small and stable enough for direct interactions, should "satisfaction" matters be raised.
I also receive enough "How did it go" requests for feedback for anything and everything, which I just ignore. The machines that trigger them couldn't care less that I respond or not, and I am not interested in being another anonymous data point.
Now, "market research" might be an idea in order to escape from translation, and you may not even need to re-train in advanced statistics. Just ask and eat pies.
Philippe ▲ Collapse
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it's a great chance to tell your clients the many things they are doing wrong... and why their CAT tool is rubbish... 
| | | | Daryo
Біріккен Корольдік
Local time: 15:49
Serbian to English
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| Yes, it's one of many possible 'Plan B' | Feb 6 |
Philippe Etienne wrote:
It would be overkill in my situation. My active customer base (mostly/exclusively agencies) has always been small and stable enough for direct interactions, should "satisfaction" matters be raised.
I also receive enough "How did it go" requests for feedback for anything and everything, which I just ignore. The machines that trigger them couldn't care less that I respond or not, and I am not interested in being another anonymous data point.
Now, "market research" might be an idea in order to escape from translation, and you may not even need to re-train in advanced statistics. Just ask and eat pies.
Philippe
Yes, it's one of many possible 'Plan B': there is a whole niche for market research conducted in a 'foreign language' (foreign for the client), and some aspects of it - directly talking to people - will not be 'automated' anytime soon.
As for the poll question ... Yet another question that makes little sense as asked.
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