Happy customers, healthy employees
At the beginning of the summer, we asked our customers how we have succeeded in our work over the past year. Lingo’s customer survey has been conducted since 2016, and we receive positive feedback every year. All customer feedback is valuable and helps us understand how we can improve and serve our customers better.
A year ago, in August 2022, things slowly started to return to normal after the coronavirus pandemic. But as in many other companies, the new normal meant an increase in remote and hybrid work at Lingo as well. During 2022, we improved our customer experience and project management processes, and mapped out new partnerships, especially in Sweden.
Towards better (translation) work and wellbeing
Over the past year, our already flexible team got used to working almost anywhere – at the office, at home, at the cottage, on mobile devices, on the road, and in the cafés.
However, our growth brought about by the COVID-19 pandemic slowed down, and like for many other companies in the communications and language services sector, the year was particularly challenging due to the war in Ukraine, various energy and inflation crises, and the decline in exports. Since we had little need for office space, and I as the CEO also had to take a long sick leave due to my autoimmune disease, we decided to close our Turku office and concentrate our efforts in Pori. After all, we can do our work anywhere, we don’t need walls or a desk. But the one thing we do need is our team.
That is why participating in the University of Turku’s project on wellbeing at work was a wonderful opportunity for us. This year, we have made a special effort to improve our everyday wellbeing and workplace flexibility, and thus serve our customers with even fresher eyes and clearer minds.
The SataVahvaTyö project of the Pori unit of the Turku School of Economics supports the development of various organisations and wellbeing at work in the Satakunta region in Finland. The project will come to an end this autumn, read more about the project here!
We want to continue to learn new things and contribute to the development of the translation and language industry. This year, we have studied, for example, the safe use of artificial intelligence in our translation system. We have also studied the translation of content related to responsibility, the environment and the green transition, and reviewed the vocabulary and expressions of legal texts. As a translator, you never know what you will be translating next. The content changes according to the topics discussed and communicated in different industries.
Lingo’s year from August 2022 to August 2023:
- We worked in a hybrid model from all around the country
- We focused especially on wellbeing at work
- We translated content in more than ten different language pairs
- We carried out approximately 3,000 translation and revision projects
- We translated about 1.6 million words
For us, the most important measure of success is how customers perceive our service and quality.
According to our latest customer survey, 80% of respondents are satisfied or very satisfied with the quality of translations and 100% are satisfied or very satisfied with our customer service.
When it comes to the quality of translations, we have some catching up to do compared to our previous results. We have already taken measures in this regard and will continue to invest time and effort in finding the right expert for each project. We have also increased the number of native translators and reviewers in our team.
Our net promoter score (NPS), a metric that measures our promoter score, is 60, which is excellent. We are very grateful for these figures!
Reliable, flexible, and multilingual
Most of the respondents to our customer survey order their translations by e-mail or through our website, and almost all respondents found the ordering process fast and easy. This is also evidenced by the fact that one hundred percent of respondents were satisfied with our customer service!
Thank you for all your responses to our customer survey! We multiplied the number of responses by EUR 10 and donate the funds to support children in Ukraine through UNICEF.
The best way to reach us is through our website and by e-mail: lingo@lingo.fi.
Our team is happy to assist you with your translation needs and help you communicate better in multiple languages.
Miia Virtanen
Miia is in charge of Lingo’s business and steering it towards international waters.
CEO, translator, most senior quality controller
Lingo Languages Oy
agile reliable multilingual
