Giving quality feedback

If you feel that one of our translations is off and needs to be reviewed, you can reach out to Unbabel and we will be keen on analyzing what may have happened and how to improve.

There are different approaches to reporting quality issues.

Using the Translations app

You can search, audit and report translations via the Translations app in the Portal. Read this article to know how.

You can also access the app directly from the Project's detail view. To to this:

1 - Access your Project, respective order, and respective Translation job

2 - Click the three dotted icon and select Audit translation

You will be taken from the Project app into the Translations app. Your translation will be previewed.

3 - Click the three dots icon, then Report Translation.

4 - You will be prompted to fill in a small form with the relevant information. In case you have reviewed the translation on a separate file, you will be able to attach those files as well.

You may want to provide two distinct types of feedback. See below.

Generic Feedback

After reviewing your translations, you might have updates or preferences that you would like to do to your linguistic resources (e.g. glossary terms, instructions, preferential translations, etc). These changes will be implemented and will be applied in future translation requests. Select the option on the form.

Quality complaint

There might be cases where you were not completely satisfied with the translation delivered. In that case, please select the option “Quality Complaint” on the form and give us as many insights as you can, so we may have more effective actions. In case you have reviewed the translation on a separate file, you will be able to attach those files as well.

We will analyze your complaint and provide you with insights on root causes and corrective/preventive measures implemented.

If you need a corrected version of the translation delivered, please click “yes” on the prompt, specifying what you would like to see changed.

We will resubmit the translation for you, with all your instructions and suggestions. Once redelivered, we will analyze your complaint and, if deemed justified, no charges will apply. If the changes are deemed preferential, charges may apply.

Sending a report via email/form

You can always send us the information via email or support form, especially if you are sharing a longer, more structured report, which can also contain attachments. When doing so, please identify the order ID to which the translation pertains, along with any elements that allow us to identify the specifically affected sentences (preferably a reference to the source text). It is also important that you add some context into the report, as to where you suspect the error to be, along with any comments or suggested corrections you may wish to make.

You may report one or more orders at a time. Speak with your LangOps Manager or CSM in order to establish the feedback loop that best suits you!