Net Promoter Score is 2.5x industry average, indicates overwhelming client satisfaction
Morningside Translations, the fastest growing LSP in North America, today announced that it achieved a Net Promoter Score (NPS) of +60 on its 2017 client satisfaction survey (results here). The high score is considered between “excellent” and “world class” and is 2.5 times the average for business-to-business service companies.
The NPS score is a highly regarded metric that measures overall customer experience and loyalty. It is calculated by asking customers if they would recommend a company’s products or services to a friend or colleague. This standardized measure allows for apples-to-apples comparisons within and across industries and is used by companies to evaluate deeper measures of customer service and retention.
“Our high NPS score is a significant achievement that we are very proud of,” said Tom Klein, Morningside Co-CEO. “It means the vast majority of our clients would recommend us. That indicates our commitment to our clients and their commitment to us.”
Only a handful of LSPs make their NPS score public, and in general this critical benchmark is not widely discussed or shared in the language services industry. “It’s a relatively new benchmark for our industry, but one that has really been lacking” said Co-CEO Roland Lessard. “Language customers are increasingly demanding niche subject matter expertise, integration into customer workflows, and strategic consultation around the impact of language services on different brands and users. So, the NPS score reflects the heightened service and support LSP’s must offer as our sector professionalizes and matures.”
Many companies in other industries calculate and publish their NPS scores, but only a few language service providers currently share this information – and the majority do not even survey it. “Now more than ever, LSPs should calculate their NPS scores and release them,” added Klein. “It’s easy to say that your customers are highly satisfied, but without an NPS score, it’s impossible to verify that in a standardized fashion.”
Despite its high NPS score, “Morningside isn’t resting on its laurels,” said Lessard. “While these results are great, we’ll continue working hard every day to provide our clients with best-in-class service to help them achieve their goals.”
Morningside Translations is the fastest growing major language service provider in North America and one of the largest intellectual property translation companies in the world. Specializing in patent, life sciences, and legal translations where accuracy and subject matter expertise are paramount, Morningside provides ISO 9001 and 13485-certified translations into more than 150 languages and offers end-to-end technology-enabled translation, localization, and multimedia solutions. Morningside is the trusted partner to thousands of organizations including Fortune 500 companies, Am Law 200 firms, and international regulatory bodies. Headquartered in New York City, Morningside has offices across the globe in San Francisco, Hamburg, London, and Jerusalem. https://www.morningtrans.com