This framework allows us to proactively assess customer engagement, satisfaction, and overall health to ensure we deliver the best possible language services.
Introduction & Rationale
At Lango, our core value is quality—quality in service, communication, and customer experience. To uphold this commitment, we have established a structured Customer Health Evaluation & Monitoring system.
By continuously monitoring customer sentiment and service utilization, we can:
- Identify potential concerns early before they impact our partnerships.
- Enhance service quality by addressing fill rate issues and operational challenges.
- Strengthen relationships with our customers through proactive engagement.
- Drive customer retention and satisfaction by tailoring our services to evolving needs.
Customer Satisfaction Score (CStat) - Definition
CStat (Customer Satisfaction Score) is a quantitative measure used by Lango to evaluate the overall health, satisfaction, and engagement of a customer. It is assigned on a scale from 1 to 5, with 5 being the highest (best) score and 1 being the lowest (worst) score.
Purpose of CStat:
- Provides a clear and structured way to measure customer sentiment.
- Helps account managers track changes in customer engagement and satisfaction.
- Enables proactive action for at-risk customers before they churn.
- Aligns internal teams (sales, customer success, operations) on customer health status.
To systematically assess customer health, we use a Customer Satisfaction Score (CStat) ranging from 1 to 5, with 5 being the best (Delighted) and 1 being the worst (Churn Imminent). Customers are categorized based on their engagement level, service usage, and feedback.
Lango Customer Health Guideline
This guideline helps account managers evaluate and rate customer health based on engagement, satisfaction, and service usage trends. Customers will be assigned a Customer Satisfaction Score (CStat) from 1 to 5, with 5 being the best and 1 the worst.
Customer Health Categories
1. Delighted (No Issues) - CStat: 5
✅ Definition: Customer is fully satisfied, experiencing no service issues, and consistently using Lango as a primary vendor. Fill rate is strong. Customer is engaged and responsive.
🔹 Indicators:
- No reported issues or concerns.
- Fill rate consistently meets or exceeds expectations.
- Customer actively engages with the team and provides positive feedback.
- No signs of exploring alternative vendors.
📝 Example:
A government agency that consistently requests interpreters from Lango, has high engagement in quarterly business reviews, and praises Lango’s services during feedback sessions.
2. Good (Engaged) - CStat: 4
✅ Definition: Customer is generally happy with the service but may have minor issues that do not impact overall satisfaction. Lango remains the primary vendor.
🔹 Indicators:
- Fill rate is solid but may have occasional minor dips.
- Customer is responsive and open to discussions about improvements.
- Minor complaints but no major disruptions to service.
- No strong indications they are considering competitors.
📝 Example:
A hospital that has a strong partnership with Lango but occasionally voices concerns about scheduling delays for certain language pairs. They are willing to work together to find solutions.
. At Risk (Not Happy) - CStat: 3
⚠️ Definition: Customer is showing dissatisfaction and might be considering alternatives. Fill rate issues may exist, and Lango is not the sole provider.
🔹 Indicators:
Customer is less responsive or has become critical of service levels.
Complaints about fill rate delays or interpreter quality.
Signs of engagement with other vendors.
Reduced volume of service requests over time.
📝 Example:
A corporate client that used to send high-volume requests but has started reducing their requests and asking about competitor capabilities. They have expressed concerns about interpreter availability.
4. Urgent At Risk - CStat: 2
⚠️ Definition: Customer is highly dissatisfied and actively looking for alternative providers. Service disruptions are causing significant frustration.
🔹 Indicators:
Substantial drop in service requests.
Customer explicitly states they are considering other vendors.
Critical issues with fill rates and service quality.
Account team is struggling to get responses from the customer.
📝 Example: A meadical center that was a long-term client but has shifted the majority of its interpreting requests to another provider due to recurring interpreter no-shows. They are actively negotiating with competitors.
5. Churn Imminent (Lost) - CStat: 1
🚨 Definition: Customer has stopped using Lango or is in the final stages of switching vendors.
🔹 Indicators:
- Requests have decreased significantly or completely stopped.
- Customer has openly moved to a competitor.
- No engagement despite multiple attempts to reconnect.
- Irreversible damage to the relationship due to service failures.
📝 Example: A school district that previously relied on Lango but has completely transitioned to another provider due to ongoing fill rate issues and dissatisfaction with interpreter quality.
Monitoring Cadence
Customers will be monitored based on their tier classification, with different review frequencies and focus areas:
- VIP and Tier 1 Customers – Weekly review and report
- Metrics tracked: Fill rate, quality tickets, changes in usage
- Goal: Identify and resolve performance concerns proactively, ensuring continued engagement and satisfaction.
- Tier 2 Customers – Monthly reviews
- Metrics tracked: Fill rate, quality tickets, changes in usage
- Goal: Monitor trends, assess engagement levels, and identify opportunities for improvement.
Key Metrics and Focus Areas
The following data points will be consistently analyzed to gauge customer health:
- Fill Rate: Measure our ability to meet customer demand and identify areas where fulfillment needs improvement.
- Quality Tickets: Track service issues, customer complaints, and resolutions to improve overall service delivery.
- Changes in Usage: Monitor shifts in order volume, engagement levels, and reliance on our services to detect early signs of attrition or expansion opportunities.
Action Plan & Continuous Improvement
- Insights from monitoring will inform capacity planning, resource allocation, and customer engagement strategies.
- Identified risks or concerns will be escalated for intervention, with corrective action plans (CAPA) initiated when necessary.
- Regular cross-functional collaboration between sales, operations, and account management teams will ensure alignment and responsiveness to client needs.
For customers rated 3 or lower, Lango takes immediate steps to address concerns and prevent churn. Our action plan includes:
- Direct customer engagement to understand issues and propose solutions.
- Regualr check ins meeting, emails, Calls
- Operational partnership to enhance
- Service customization to better meet the customer’s unique needs.
- Executive involvement for high-priority accounts requiring urgent attention.
By implementing this proactive monitoring system, Lango reinforces its dedication to excellence in interpreting and translation services, ensuring long-term customer success and satisfaction.