November 2011

Customer Satisfaction at Cipherion Quarterly customer satisfaction review Integral part of our quality control policies and

procedures Annual Survey, conducted anonymously, yielding a true

and honest picture of attitudes to our service Commitment to on-going customer satisfaction

measurement Provide our customers with a promise to act on feedback

98.3% Customer Satisfaction

93% Rate Translation Quality as either “Excellent” or “Good”

97% Satisfaction with Turnarounds

76% “Certain” or “Very Likely” to use Cipherion again

93% would recommend Cipherion to a Colleague or Business Partner

97% Confidence in Cipherion (>75%)An amazing 59% have 100% confidence

85% believe Cipherion represents “Excellent” or “Good” value for money

High Performance across a range of Project KPIs

High Performance across a range of Project KPIs (2)

High Performance across a range of Project KPIs (3)

Translation Quality is the most important factor when buying translation services

71% of Future Language Requirements are the European “Big Four”

Followed by Asian and Eastern European languages

Upcoming Trends are Website translations, Interpreting and Multilingual SEO/Google Adword Campaigns