Our recent customer satisfaction survey shows that not only our recommendation rate (NPS) has risen from 70 to 77, but also a strong majority of respondents—93%—see it important that their interpreting partner has a sustainable operating model.
Satisfaction with customer service availability and handling orders: 93%
Background
Our recent customer satisfaction survey gave us great insight into what our customers think about our services, where have we succeeded and what needs to be improved. The main message is positive as our NPS score has risen from 70 to 77 with a full 80% of respondents giving us top marks (9 or 10) on the likelihood to recommend Youpret to a colleague or a friend.
At the same time, the fact that our clients value sustainability as a factor for a high quality language service provider reveals that what matters to us also matters to our clients. We're proud to see our efforts are recognized in both impact and experience.
The increase in satisfaction is a strong sign that we’ve continued to improve our services year after year. Interestingly, this positive result is backed by a significant rise in participation of the respondents (829), an 83% increase from last year’s 452 participants, which makes the feedback even more reliable.
Big thanks to the participants of the survey!
Thank you for your invaluable feedback. We’re always striving to improve the quality of our services, and your positive responses and suggestions will help guide us as we continue to grow and evolve.
Based on client feedback, in early 2025 we facilitated the interpretations ordering process by offering a fast lane for instant interpretations. Moreover, the translation services option added to Youpret app is based on our clients’ wishes and feedback. We truly appreciate your ongoing trust and support, which directly enhances your experience with our services.
Sustainability as a deciding factor for clients
This year, we added a section about sustainability and Youpret's impact to our customer survey. We first asked if clients consider sustainability an important factor when choosing a language service provider. The response was overwhelmingly positive, with 93% of respondents indicating that sustainability is either very important or important to them. We also asked clients what they associate with sustainable practices in the industry. The top priorities below, by the respondents, affirm that sustainability is not just a buzzword but a central value for our clients.
1. Data security (88%)
2. Transparent and fair treatment of interpreters (81%)
3. Promoting inclusivity and equality in society (80%)
4. Responsible customer service and regular client engagement (53%)
5. Minimizing environmental impacts and involving interpreters in these efforts (46%).
Among the benefits associated with using our services, our clients highlighted improved meeting efficiency (82%), better job performance (81%), significant time savings (66%), and enhanced data privacy protection (46%).
Three quotes from the survey
- “Regardless of the language, an interpreter has always been found quickly, and the interpreting has been natural. Good experiences with different interpreters, regardless of language.”
- “ The Youpret app is great! It's easy and quick to use.”
- “I appreciate your way of communicating regularly and, for example, guiding us users in working with interpreters.”
Main factors behind customer satisfaction
Our survey results show that several things have made our clients especially happy. Here are the top reasons they mentioned.
App speed and ease: Clients appreciate the speed and ease of the Youpret app, which makes booking interpretations seamless and efficient.
Youpret interpreters: Clients value high quality interpreters and mention it as one of the reasons for choosing our services.
High-quality services: Interpreters’ availability are consistently highlighted by clients, along with ongoing service improvements.
Responsive customer support: Our responsive and friendly customer service ensures smooth communication, enhancing the overall client experience.
Sustainability commitment: Sustainability plays a key role in client decisions—93% of our clients prefer working with sustainable and responsible providers.
These values not only align with Youpret’s mission but also help build trust and satisfaction among those who rely on our services.
Youpret's development priorities
Alongside providing the fast lane for instant interpretations for all clients and the addition of translation services to the app in spring 2025, Youpret’s upcoming priorities include:
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Enhancing app features based on client feedback.
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Launching a new version of our machine interpreter / translator.
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Improving communication for a smoother user experience.
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Keeping sustainability considerations front and center in our operations.
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Continuously refining our services to better meet client needs.
Thank you to all our clients for putting your trust in us to handle all your language related needs. Please feel free to contact us in any matter related to our operations, the services we provide or the field of language in general!
Author:
Aida Jodeiri
Sustainability Coordinator
aida.jodeiri@youpret.com
LinkedIn
Aida has a master's degree in Environmental Policy and Law from the University of Eastern Finland and her first master's degree is in human rights law. At Youpret, she has focused on topics related to sustainability and sustainability reporting as well as interpreter and customer satisfaction surveys. In her free time, Aida likes to dance and play badminton.