“The best remote interpreting service” — Customer satisfaction survey results

Background

In mid-January, we conducted an anonymous survey of our customers to know their satisfaction level and improvement areas. The survey consisted of 11 questions with multiple-choice and free responses. The survey covered questions about our interpreting services, quality of interpretations, Youpret application and its features, customer service, and NPS.

Moreover, we designed questions derived from interpreters’ concerns in our recent interpreters’ satisfaction survey to strengthen the relationship between our customers and interpreters. In this regard, we asked our customers to suggest tips for our interpreters when facing challenging situations during the interpretation sessions. As a result, we received helpful ideas that will be delivered to the interpreters.

Thanks to our dear customers

We are happy to announce the high range of participation among our customers. Thank you for your invaluable feedback. We are constantly working to improve the quality of services and your positive feedback and suggestions will pave the way further.

Below are a couple of anonymous comments from the customer survey.

Customers would recommend Youpret

We received positive feedback and invaluable perspectives from our customers' responses. We are happy to witness a high range of participation and satisfaction among our customers. More than 300 respondents would recommend Youpret and in total, Youpret achieved a 70 NPS score which falls into excellent mode!

Some highlights of the survey

• ★ More than 90% of the respondents are happy with the availability of our interpreters.
• ★ More than 85% of the respondents are satisfied with our interpreters' quality and professionalism.
• ★ Our most popular interpretation service is the interpretation by appointment.
• ★ More than 85% of the respondents are satisfied with our language selection.
• ★ More than 70% of the respondents are satisfied with the functionality and user-friendliness of our app.

Reasons behind recommending Youpret

According to the survey the customers would recommend us as a brand because of the following:

• The high quality of interpretations
• Fast and available interpretation services even on a short schedule
• Reliability and trustworthiness of the company
• Efficiency and friendliness of the customer service
• Customer-oriented services
• A wide range of available interpreters
• The fast and easy mobile application

Youpret’s latest activities for development

We are constantly working on our services to provide high-quality services that respond to our customers’ needs. In this regard, we are:

• Conducting training for our existing and new customers to get them familiarized with our services
• Creating how-to videos to explain the application and ordering process
• Providing interpreting courses for our interpreters through the Youpret Academy app to have a uniform quality of interpreting services
• Training new customer service staff to provide high-quality services
• Posting useful blog posts for our customers and interpreters to make the interpretation sessions as high quality as possible
• Participating in the B-Corp assessment to be certified as a sustainable company at the international level
• Having Swedish and English customer service in addition to Finnish
• Getting the customer's guide to successful interpreting as a downloadable PDF-ready
• And we have added new features to the latest version of the application such as choosing the favorite interpreter by their name

Youpret’s plans for the coming year

As a customer-oriented company, we are continuously developing our activities to improve the quality of our services. This year we aim to:

• Develop our technology forward
• Launch new courses for the Youpret Academy for quality interpretation
• Grow our interpreter network
• Add new languages to our services
• Develop and document our sustainability standards in a transparent way

Author

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Sustainability Coordinator Aida has a master's degree in Environmental Policy and Law from the University of Eastern Finland and her first master's degree is in human rights law. At Youpret, she has focused on topics related to sustainability and sustainability reporting as well as interpreters and customer satisfaction surveys. In her free time, Aida likes to dance and play badminton.

We offer training to use the Youpret application for new and experienced customers alike! If you want to get the most out of our services from the very start or if you have new employees who need to be trained to use the Youpret application, book an appointment for a free onboarding training here!

If you want to know more about this survey and the company’s operations, feel free to get in touch with our COO Maya Rytkönen, maya@youpret.com.

^{*NPS stands for Net Promoter Score. Summarized, the term answers the question: How likely would you recommend the company's service or products? The NPS result is measured between the minimum value of -100 and the maximum value of +100. Above 0 is good. Above 20 is favorable. Above 50 is excellent.}

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