Ulatus constantly endeavors to nurture strong, lasting relationships with our clients by understanding their needs and behaviors, strengthening our processes, and delivering high quality translation. Quality is ultimately measured by overall client satisfaction with the final product. As a CRM initiative, surveys are sent to clients for the assignments received from us. They rate us on translation and language Quality Parameters on a 1-5 scale (lowest–highest), and share their experiences.

On a regular basis, assignment-specific client ratings are shared with you. If any of the Quality Parameters have been rated low, please evaluate your translated checked file and send us your insights/inputs at the earliest. This will aid in analyzing perceived quality vs. actual quality and providing an appropriate response to the client. If the translation is rated Poor or Very Poor, compensation will be sought from you depending on the outcome of the quality analysis. We generally compensate the client by offering a discount for the inconvenience caused.

Our clients give us the most valuable feedback in terms of content and its end use. Keeping oneself updated of trends in the translation industry is a requisite skill of a Translator/Translation Checker, and often feedback is the best teacher. Thus, it is important to self-assess the checked file. As a professional with bilingual expertise, you are the owner of every assignment you undertake and can learn the best from client feedback. Furthermore, it is a well-known fact that clients need to be educated on what to expect from a translation and how to facilitate the best possible translation. Herein lies your opportunity to make a difference to the translation industry!

Guidelines to respond to CRM feedback

i.Address client comments*; classify them as mistranslations, omissions, subject matter error, or preferential changes.

ii.In a sample of the final manuscript shared with you (recommended sample size = 2000 characters), check for mistranslations and omissions. Note that you do not need to revise the file**. A sample of what is expected is shown below: