Key performance indicators are measurable values that let companies track the process of achieving business goals. They are often mistaken for goals themselves. Take a look at this simple explanation:

LocAtHeart - goal vs KPI

Traditional translation indicators involve:

  • Translation error rate
  • Translation cost per word
  • Overall customer satisfaction

But a quote by Dean Spitzer made many people change this approach:

LocAtHeart - Dean Spitzer quote

This thought influenced the way KPIs are designed across many industries, translation included.

Newer translation KPIs are more specific and often custom-built around the client’s needs and international strategy. Some examples:

  • Newsletter open rate per language
  • End-user escalations
  • CTR per language for localised Google Ads
  • Visitor conversion


Key performance indicators are just as important in measuring success as they are in identifying failure. Very low conversion, very high end-user escalations, poor effectiveness of customer care articles and an increased returns rate all may be symptomatic of poor language quality. You will learn more about this in Segment 5: HOW TO VERIFY TRANSLATION QUALITY (IN LANGUAGES YOU DON’T KNOW).

Translation prices: introduction >>

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