ESG 23 Final Single pages - Flipbook - Page 60
Social (continued)
Clients
RWS strives to satisfy its clients’ needs by
providing services that meet and/or exceed
their expectations.
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Net promoter score (NPS) tracking and interviews
via our 'voice of the customer' programme. Our NPS
score for the Group for FY23 was 42 at 30 September
2023 on a rolling 12-month basis
Our clients rely on our expertise, integrity and creativity
to help them overcome their translation challenges
and keep their businesses moving forward in a global
environment. Our colleagues are aware of the role they
play in achieving this which is re昀氀ected in improving and
optimising existing processes and controls, striving for:
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Project questionnaires and annual client service-level
questionnaires including our 'voice of the customer'
and 'voice of the vendor' surveys
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Webinars and roadshows
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Technical Support surveys carried out at the close
of every incident reported. All surveys with negative
feedback are followed up by Technical Support
management with the client so improvements can
be made
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Product uptime KPIs (for Cloud Operations) which
are discussed with the customer through their Cloud
Operations Service Delivery Manager or Account
Manager
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On-time delivery
Right 昀椀rst time
Client satisfaction
Good client relations
Good client relations are of paramount importance to us,
and we are proactive in building long-term relationships
with our clients and have a proven track record in
doing so. We work closely with them to understand
their requirements and always put in place a team and
process that meets their speci昀椀c needs.
Most importantly, however, are the open channels of
communication we like to maintain with our clients. We
do this by building a client centric culture by taking the
'outside-in' approach where we remain in regular contact
to help us anticipate their needs and pre-empt and/
or immediately address possible areas of concern and
always remain alert to identifying areas for streamlining
our processes and continuous business improvement.
E昀케cient and high-quality service
We are highly committed to delivering an e昀케cient and
high-quality service to all our clients and take a proactive
approach to ensure this is achieved. Internally we
measure and report on the number of projects delivered
on time and client satisfaction through the logging of
positive and negative feedback received, either through
the response to questionnaires sent with completed
projects or gathered during account review meetings or
received directly from clients.
We seek client feedback in several ways, this includes:
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At client onboarding we de昀椀ne service level
agreements (SLAs) and key performance indicators
(KPIs) by which our performance will be evaluated.
We also de昀椀ne reporting requirements to ensure full
visibility within the programme
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Business relationship management (BRM) with key
accounts
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Map reporting to client speci昀椀c needs – tracking
performance against speci昀椀c metrics providing
feedback anecdotally and at quarterly business
reviews, etc.
RWS Holdings plc — ESG Report 2023 SOCIAL
More than 160 industry events
Calls and contact via our helpdesks
Live chats
User communities and user groups
Feedback channel on website
Telemetry which is built into Trados Studio to report
errors in the software to a centralised database
The RWS Account Management teams attend
regular account review meetings according to a
timescale agreed with the client where we discuss
our performance and provide updates and service
developments with the potential to further enhance the
added value delivered by RWS. During such meetings,
we present and discuss data relating to service delivery
and our performance against agreed KPIs.
Improving client outcomes
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Innovation, automation, e昀케ciency, accessibility,
security making us more agile – RWS has always
adopted technology in its process and its innovative
use of technology in our translation process is one of
the Group’s unique selling points
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Responding to client needs – as described above we
do this through our in-depth knowledge of the market
and constant dialogue with our clients
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Continue to improve our products to further empower
clients – we operate in a fast-moving market where
technology plays an increasingly important role.
We constantly strive to deliver new business services
designed to streamline and improve the e昀케ciency of
our clients’ services
