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:
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:
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).