This is probably something I should have done a long time ago, but I’ve finally set up a client satisfaction survey, which all clients have the opportunity to fill in, and for which they receive a link when I send them their invoice.
So far the feedback has been incredibly positive. The first positive, for me, was that anyone bothered to fill it in at all, but we have had quite a good response rate. It’s only been running a couple of months but her are some of the highlights:
- 80% of respondents used our website
- 100% of respondents would use Penguin Transcription again
- 100% of respondents were very satisfied with the readability of our transcripts
- 90% were very satisfied and the other 10% satisfied with our transcript quality
- 90% very satisfied and 10% satisfied with our ability to identify and correctly use technical words
- 100% of respondents were very satisfied with our ability to distinguish different speakers in recordings with multiple speakers
One client mentioned that he needed to take the transcripts we sent and put them into a different layout with line numbering etc., so I will be contacting him to explain that this is something we can do for him, at no extra cost, to save him a bit of time. We can work with any Microsoft Word-based template that you provide, and can also work in Excel templates, but that will sometimes incur an extra cost as it’s a little more awkward and can take extra time.
Clients who respond are put into a quarterly draw to win an Amazon voucher, and the survey only takes five minutes or so, so no one need feel they can’t spare the time. If we’ve done some work for you in the last couple of months and you didn’t receive a survey request, just let us know and we’ll be happy to send one out to you (although I think and hope that everyone’s had one!)