If a client is not satisfied with the translation or if an academic manuscript translated by us is rejected on grounds of poor language, the client can send the assignment for a Quality Check. Similarly, if we are unable to resolve client concerns through our free question and answer service, a Quality Check Analysis may be initiated.

Please note the following:

i.Since the client’s opinion is extremely important for us, our Quality and Feedback team independently assesses the validity of the client’s complaint. The objective of the Quality Check process is to provide a fair analysis of our translation quality to the client, which is based on whether all the Quality Parameters, i.e., the service checkpoints, are met.

ii.Your cooperation is especially necessary during this process. As soon as a Quality Check is initiated, the Quality and feedback team contacts you and the Translation Checker informing you of the Quality Check and specifying the inputs required from you.

iii.The nature of the inputs and the extent of intervention required from you, the Translation Checker, and the Editor during a Quality Check analysis vary according to the kind of concerns expressed by the client. Here are some points on your analysis and inputs:

You may be asked to review the files delivered to the client for mistranslations, omissions, technical word choice, language fluency, or any combination of these.

Carefully go through the Quality and feedback team's instructions, client related files, and translated files.

Gauge the reason for client dissatisfaction.

Provide your responses and observations.

The most convenient way for you to indicate your assessment is to use the “Insert Comments” feature to add your comments directly in the file you are working on for the complaint analysis.

Though not strictly necessary, quantification of the errors detected helps us understand the gravity of the case.

iv.After seeking inputs from you, the Translation Checker, the Editor, and our Quality and Feedback team assesses the validity of the client’s complaint and recommends the next steps.

Note:

For any case of client dissatisfaction, we expect complete cooperation in the investigation irrespective of the assignment completion date.

The results of a Quality Check fall within the following matrix (Table 8):

*When a client’s complaint is found to be valid, we need to compensate the client in some way for not meeting our quality promise. Apart from the financial hit we suffer on account of partial/full fee waiver, intangible reputation loss also ensues. We are extremely concerned about such situations and hence take prompt preventive measures.

As you can see in Table 8, we seek proportionate waiver of fees from you if you fail to meet the promised deliverables.