TLS customer service survey results

customer service survey - girl doing written assessment at laptop

At your service

At tls, customer service is a priority. In some cases, interpreting is taking place in life-or-death situations and a mistranslated word can be catastrophic to the health, wellbeing or freedom of the patient/defendant/client. We recently conducted a customer service survey with more than 200 customers to get their feedback on the service they received. The results were outstanding.

Here are some of the headlines:

  • 85% found booking a remote interpreter ‘very easy’ or ‘easy’
  • 80% found tls telephone and video interpreters to be ‘very high quality’ or ‘high quality’
  • 97% of bookers would recommend tls remote interpreting to colleagues or friends
  • 97% of bookers said they would recommend tls face-to-face interpreters to a colleague or friend
  • 92% found booking a face-to-face interpreter ‘very easy’ or ‘easy’
  • 86% found tls face-to-face interpreters to provide ‘very high quality’ or ‘high quality’ language support

“They do an amazing job! Ours is a multidisciplinary team and often our work involves crisis work and interpreters are needed at short notice. They always respond politely and efficiently and offer advice. This helps me as a booker to understand the options and advise my team accordingly. I really value working with this team and strongly recommend this service continues in the long-term future, both with face to face and virtual services.”

Westminster Homelessness Team CNWL NHS Trust



COVID vaccines for TLS interpreters

Defence on the frontline

Many of our customers work in local authorities or NHS trusts in London. During the current pandemic, it is vital our staff and customers remain safe. At the beginning of January our interpreters were classified as key workers and within four days all 400+ of our London based team were offered the coronavirus vaccine by our NHS partners. Our sincere thanks to them.

TLS continues to innovate during lockdown

Essential data for the NHS

Because lockdown restrictions around COVID are preventing us from issuing essential paperwork manually, tls has created a digital timesheet for our professional clients. We can ensure it is delivered directly to the doctor, social worker or physiotherapist, and doesn’t get lost in the admin system. It also asks for feedback on the service they have received with tls's telephone and online services, allowing us to collect a much wider range of feedback direct from professionals. This not only provides greater insight into how we can improve our services to customers, but also offers invaluable help to the NHS in its evaluation of new technology to deliver services during the pandemic, a key objective for the NHS this year.