Putting clients at the centre of what we do

Written on 19 January, 2023

In December 2022, we asked our clients to take part in a survey on our services and standards. We are now pleased to share some of the key findings:

100% of participating clients said they would be happy to recommend us to others!

99.2% of participating clients gave us 5 stars for satisfaction with the communication with their Account Manager

99.4% of participating clients gave us 5 stars for satisfaction with the communication with their Project Manager

95% of participating clients gave us 5 stars for our processes

As is also evident from one of the several positive reviews we have received on our Google and Yell pages – “Friendly, efficient service. Fast turnaround and the translation was perfect.” – our clients receive a high standard of service that goes beyond their expectations.

What do you get as part of our customer service?

Right from the moment you approach us for a quote, we maintain a constant line of communication, with clearly defined services that are tailored to your needs. Even after the quote is confirmed, we keep you abreast of the project’s progress and answer any questions you may have. Once the project is delivered, STB have a target for follow-up procedures that involve visits, phone calls, emails and surveys. All feedback received from clients is recorded in a centralised CRM system, and with a dedicated Account Manager, any issues arising are dealt with promptly. The number of projects that come to us through referrals and as repeat business reassures us that our clients are satisfied with our processes.

We take feedback and suggestions from our clients very seriously and are constantly evolving to accommodate their needs, whether it’s for introducing new services, such as post-editing machine translated text and subtitling, or investing in specialist Desktop Publishing (DTP) training for our staff in order to better explain and deliver this service.

We also share company news, tips and handy guides with our clients to help them get the best out of their translation projects through social media updates, newsletter and blogs.

Customer service

So what sets us apart?

1. We are independently certified to the general business quality standard BS EN ISO 9001:2015, and to the translation industry standard BS EN ISO 17100:2015. We are also certified to post-editing machine translation standard 18587:2017.

2. STB also has a dedicated Account Manager whose role is to form a bridge between clients and project managers and iron out any issues.

3. Our Project Managers are all qualified translators, which is unusual in a translation company of our size. This means we know what we’re talking about. We can tailor our service to our clients’ exact requirements. Moreover, we can foresee challenges and potential project pitfalls in advance, and resolve them before they even become a concern.

Customer service is an integral part of our business strategy, as part of which we work towards the following:

• Continual improvement of ISO standards and internal quality checks for confidentiality, resource management, project management, IT and invoicing. This is done by ensuring all staff understand the importance of quality and are aware of the Quality Management System. This also helps maintain certification to ISO standards.

• Continued excellent customer service through identifying and dealing with complaints and following up on dormant clients by email, telephone or in face-to-face visits.

• Increase in clients’ awareness about what we offer through blogs, social media, website and handouts.

• Investment in the latest translation software to make our processes more efficient for the client.

The STB team is confident about the excellent customer service it provides and has three prestigious awards to back this up. We hope to continue adding more feathers to our cap and to keep the team motivated to further raise the level of our offerings and client care.

ITI award

“STB always provide an efficient, first-class service with projects delivered on-time every time. The translations are always of a very high quality across many different document types. It’s a very successful partnership and we value our cooperation with STB enormously.”

Schueco UK Ltd

“Surrey Translation Bureau deliver high-quality translations with quick turnover, friendly staff, and accurate translations.”

Russell Finex

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Written by Marya Jabeen