Participants: 254
NPS: 49
In the fourth year of our interpreter satisfaction survey series, we are happy to share the results with you. Even though it is not common in language services companies that they conduct surveys among their contractors, we believe that the surveys have helped us achieve a better understanding of interpreters’ needs and concerns. This year, 254 respondents took the survey and we had a 16 point increase in the NPS rate, increasing from 33 to 49. Below, you will find information on the results of the survey.
Satisfaction with Youpret services
1. 90% satisfaction with customer service
Over the past four years, our customer service team has consistently delivered strong results, by this year achieving a 90% overall satisfaction rate. Interpreters rated us in availability and response time (92%), interpretation support (89%), and technical advice (88%).
“Youpret's customer service is friendly, fast, and helpful. Thank you for the good support and cooperation! 😊” (Anonymous interpreter, survey 2026)
“I have received friendly and professional service. I have been treated with respect and received help quickly. Thank you for the good customer service and support!” (Anonymous interpreter, survey 2026)
2. 88% satisfaction with Youpret App
The Youpret app—an easy-to-use platform that connects clients with interpreters—achieved an 88% overall satisfaction rate. Designed to make booking and managing jobs effortless, the app earned its highest scores for functionality and features (91%) and ease of use (88%). Interpreters also praised the monthly assignment summaries (84%) and the straightforward reporting and feedback tools (83%).
“I am very satisfied with the Youpret app because all sections of the app work clearly and well.” (Anonymous interpreter, survey 2026)
“I like it because it's easy to use. It's very effective. I especially like that clients can give feedback after each interpretation if they want.” (Anonymous interpreter, survey 2026)
3. 82% satisfaction with handling of payments
Interpreters value the reliability of our payment process and 82% of them are happy with how payments are processed. For contractors, on time payments are a very important matter. At the same time, we would address any delays, and interpreter’s feedback to the third party invoicing companies.
In the survey, 84% of respondents are satisfied with the accuracy of clients payments.
Our payment system is supported by transparency of the fees which is not common in the industry but our interpreter contractors see the amount that the client has paid as well as the amount they receive.
4. 81% satisfaction with communications
We build trust with our interpreters by being open and keeping them in the loop about our business and the industry. That approach is working, with 81% of interpreters satisfied with how we communicate. Also, our monthly newsletter is a favorite, with 82% satisfaction. We stay in touch through news updates in the app, our interpreter Guidebook (78% satisfaction), and info meetings (76% satisfaction).
“Your “thank you culture” is nicely conveyed in the newsletters every month. I can see that you invest in people when you offer so much free and really high-quality training to interpreters.” (Anonymous interpreter, survey 2026)
5. Youpret as a Partner
At the end of the day, interpreters are more than just contractors—they are our core partners. We work hard to create a supportive environment where everyone has the tools, training, and help they need to succeed.
Interpreters shared how much they value this hands-on approach, especially when it comes to practical training and quick everyday support.
“I am very satisfied with the service of Youpret Oy. I receive support, training and friendly service whenever needed.” (Anonymous interpreter, survey 2026)
“Yes, I am satisfied with the training sessions organized by Youpret. They have been clear and useful for practical work.” (Anonymous interpreter, survey 2026)
6. Interpreter concerns
Nowadays, interpreters in Finland are experiencing a new period, where the public sector is having a lower budget for interpretations, and at the same time, AI interpreters are being tested in many organizations for routine and low-risk assignments. This has affected prices for interpretations as well as the general number of interpreting assignments.
At the same time, such an influence is very much dependent on the interpreting language pair. For example, while the interpreters of more common languages have been receiving less interpreting assignments, the interpreters of rarer languages have noticed an increase in their workload.
While the interpreting budgets have decreased and affected the interpreting fees, specialized community interpretations (such as legal interpreting) have higher prices. On the other hand, AI’s development does not take over all the interpretations but it affects the less complex interpretation situations. Human interpreters are steadily needed for more challenging and critical interpreting situations.
For a mediating interpretation company, listening to contractors' feelings and concerns is very important. In our upcoming meeting with our interpreter network we are going to discuss these new challenges in interpreting industry.
7. AI and Human interpreters
Our recent interpreter survey showed that AI is already actively transforming our industry. Nearly half (49%) of the respondents reported using AI tools in their daily workflows, while prioritizing strict client data security. Interpreters use AI to accelerate research, prepare for sessions, and master complex and specific terminology.
Moreover, the respondents shared their invaluable opinion on AI’s functionality in different languages and contexts. To support them, we are planning a dedicated AI training to improve their tech-assisted and data-secure workflows.
At the same time, technology has clear boundaries. When asked which human qualities AI can’t replace, our interpreters highlighted core capabilities that software simply cannot replicate:
“We often encounter people in difficult life situations... empathy can still be shown through tone of voice, kindness... AI would hardly be capable of that.” (Anonymous interpreter, survey 2026)
“A human interpreter can take into account context as well as non-verbal communication, tone of speech, emotional states...” (Anonymous interpreter, survey 2026)
“On-site interpreting is not just verbal communication but also requires gestures and facial expressions...” (Anonymous interpreter, survey 2026)
We believe the future of global communication lies in the balance between innovation and human expertise. Even though AI becomes an engine for growth and efficiency, human interpreters remain a vital core.
8. Our Ongoing Commitments
- We actively participate in public procurement processes and continue to invest in our partnerships across the private sector.
- We engage directly with decision-makers and public authorities at industry events to emphasize how essential language support is for immigrant integration.
- We openly communicate how AI is transforming, interpreting and promoting our hybrid model, guiding clients on when AI works best and where human expertise is indispensable.
- We continuously invest in our interpreters' growth, with our August training 2026 on early childhood education and schools, followed by an interpreter info session in October 2026.