ESG Report 2022 single pages web - Flipbook - Page 56
Social (continued)
CLIENTS
RWS strives to satisfy its clients’ needs by providing
services that meet and/or exceed their expectations.
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 reflected in improving and optimising existing
processes and controls, striving for:
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On-time delivery
Right first 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 specific 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.
Efficient and high-quality service
We are highly committed to delivering an efficient 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.
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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 FY22 was +41 at 30 September 2022
on a rolling 12-month basis
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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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At client onboarding we define service level agreements
(SLAs) and key performance indicators (KPIs) by which
our performance will be evaluated. We also define
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 specific needs – tracking
performance against specific metrics providing feedback
anecdotally and at quarterly business reviews, etc.
RWS — ESG Report 2022
SOCIAL
Calls and contact via our helpdesks
Live chats
User communities and user groups
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, efficiency, 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. The acquisition of SDL
allows the Group to combine the businesses’ language
technology tools with the Group’s industry-leading
language services business to further improve our client
outcomes
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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 efficiency of our
clients’ services
We seek client feedback in several ways, this includes:
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Annual conferences (which attracted 6,000 users)
