Sample report · Translation agency
Demo business — real audit patterns, anonymised
A full demonstration report. The business is fictional; every pattern in it is one we have measured in real audits.
The phone line is quick and helpful. But the email quote doesn’t match the translation agency’s own Instagram, the live chat drops messages, and one WhatsApp reply offered to do the job privately for less.
The live chat never replied, the email quoted below the Instagram “from” price, and a WhatsApp reply offered the job privately at a cut rate.
On the email. Benchmark for a translation agency: turnaround quoted within an hour.
Quoted A$48/page on the email vs. “documents from A$60 per page” on the translation agency’s own Instagram.
The job offered privately, off the business’s books.
What you're looking at
A demonstration report for a fictional translation agency, built from anonymised patterns we see in real audits.
One score, nine criteria
Speed, accuracy, personalisation, qualification, follow-up, close, tone, red flags.
Evidence on every finding
Timestamps, transcripts, screenshots and recordings attached in the full report.
Fixes ranked by revenue
What to change this week, in order of money at stake.
01 — Per-channel scorecard
| Channel | First reply | Quoted vs listed price | Follow-ups | Courtesy | Score |
|---|---|---|---|---|---|
| Enquiry form | 46 min | ✓ A$60/page quoted · at or above “from A$60/page” according to your website | 1 in 7 days | Helpful · 84 | 81/ 100 |
| Email enquiry | 4h 15m — Mon 13:40 | ✗ A$48/page quoted · from A$60/page according to your Instagram | 0 in 7 days | Brief · 62 | 52/ 100 |
| Live chat | No reply in 7 days | — nothing to compare | 0 in 7 days | — | 0/ 100 Not scored — no reply in 7 days |
| WhatsAppRed flagOffered the job privately, below the published price | 9 min — from a personal number | ✗ A$36/page quoted · from A$60/page according to your website | 2 in 7 days | Friendly · 90 | 35/ 100 |
| Phone call | Answered in 2 rings | A$120/page for express turnaround quoted · No listed price to compare | 1 in 7 days | Warm · 92 | 84/ 100 |
First reply, price accuracy, follow-up and courtesy are four of the nine criteria. A channel with no reply in 7 days scores 0 — there is nothing to judge, so it gets no partial credit. Listed price = what you publish on your website or social profiles. A quote at or above a “from” price counts as consistent; where nothing is listed we show “No listed price to compare” instead of a score. The overall score is the weighted total across the nine criteria.
02 — Criterion scores
Enquiry form 46 min, email 4h 15m, WhatsApp 9 min and phone line answered live. The live chat never replied. The slowest reply took 4h 15m. Benchmark for a translation agency: turnaround quoted within an hour.
Four of five channels replied. The live chat widget took our message and nobody answered it in seven days.
The website and the translation agency’s Instagram both say “documents from A$60 per page”. The enquiry form quote is at or above that, so it counts as consistent. The email quoted A$48/page — A$12/page below the published “from” price. The WhatsApp quoted A$36/page — A$24/page below the published “from” price. The phone line quoted A$120/page for express turnaround; that rate isn’t published, so it has no listed price to compare.
Listed price = what you publish on your website or social profiles.
The phone line reply used our name and picked up what we’d asked about. The WhatsApp reply was a template that could have gone to any customer.
Good questions on the phone line: what the documents were for and when we needed them back. The WhatsApp asked nothing before pushing for a booking.
The enquiry form followed up once, the WhatsApp followed up twice and the phone line followed up once. The email never followed up. The live chat never replied at all.
The phone line offered an upload-and-pay link at a specific time. The WhatsApp ended “let us know if you’d like to go ahead” — no time offered.
Warm, patient and clear — especially on the phone line.
One flag raised — see below. Also noted: per-word rate not disclosed until after the file is sent.
03 — Red flags, in plain English
Our WhatsApp enquiry to the translation agency was answered from a personal WhatsApp number, offering to do a certified translation “privately” for A$36/page — below the published price. We report what the evidence shows; we make no claim about intent.
Evidence: Thread screenshots and the sending contact are attached in the full report.
Fix → All jobs are issued and invoiced by the office; restate this in every staff and contractor agreement.
Instagram says “documents from A$60 per page”; the email quoted A$48/page. The customer who saw the post and then got the quote assumes a bait-and-switch.
Fix → One price on the website, Instagram and the reply templates.
On the WhatsApp: per-word rate not disclosed until after the file is sent. Not a red flag on its own — but it is the kind of gap that sends a customer to whoever spelled it out.
Fix → Write down how the team handles this, and check it in next month’s audit.
05 — Review snapshot and monitoring
133 reviews on Google
1–3★ in the last 90 days
No owner reply on the profile
Still waiting for an owner reply
What it means Both unanswered reviews are about turnaround on urgent jobs — answer them with the express option.
The audit reads every profile once. Watch keeps reading them every day — and when a negative review lands, you hear about it within hours, with the reply already drafted.
01Watched daily
Google, ProductReview, Facebook, Trustpilot and any other review site we find. Every negative review in each profile’s full history is captured on the first sweep.
02Alert within hours
A new 1–3★ review triggers an alert, with the review quoted in full and the profile it is on.
03A drafted reply
Empathetic, de-escalating, no admission of fault — marked “review before use”, ready to paste.
04A removal path, when the rules allow
If the review breaks the platform’s own policy, you get the rule it breaks and the exact appeal route.
One of the 2 unanswered reviews above, as the alert would arrive
Review alert · Google
Sent within hours“Needed it urgently and nobody told us how long it would take.”
Policy check: a genuine customer experience — not removable. Reply publicly, and fix the cause.
Drafted replyReview before use
Hi J., thank you for taking the time to tell us, and I’m sorry this wasn’t the experience you expected. That isn’t how we want anyone to be treated. I’d like to understand what happened and put it right — please call me directly on 0491 570 156.
— Lena, Example Translations
When a review breaks the rules · Google
SalesWitness Watch: the appeal drafted for you, citing the rule — you file it.SalesWitness Watch Pro: we file the appeal for you.
Platforms remove policy breaches, not bad opinions. We never file a false report, and we never post or solicit reviews — the public reply goes up either way, because it is the part prospects actually read. Every platform we read has its own route; the same checks apply.
06 — The tape: one enquiry, two replies
Our enquiry · email enquiry
📨 Prospect emails hello@abc-company.com asking for a quote.
✅ Reply 1 — from the company
sales@abc-company.com · quotes list price · books a call
🚩 Reply 2 — from a rep, personally
j.smith.freelance@gmail.com · “I can do it cheaper directly” · asks to move to WhatsApp
07 — Evidence excerpt
[Tue 10:02] Auditor → Hi, I need two documents translated and certified for an application. How much, and how fast?
[Tue 10:11] Other number → Hi Mei, I’m one of the team. I can do a certified translation privately for A$36/page, ready tomorrow. Cheaper than the office.
[— the business’s own WhatsApp never replied —]
08 — Case closed: what changes next month
None of this needs new software or a new hire. In order of revenue impact.
Align the website, Instagram and the reply templates on the same published price.
Remind everyone who handles enquiries, in writing: jobs are issued and invoiced by the office, never privately.
Route live chat messages to the shared inbox with an auto-acknowledgement; test it weekly.
Before → after
Illustrative — what the three fixes typically change within 30 days.
Published prices
via One price, everywhere
Live chat
via Fix the live chat
Jobs offered privately
via Work only through the office
Confidential. Prepared under the written authorisation of the business owner. Findings reflect the audit record only and are phrased to describe evidence, not intent. Not legal advice. The business and every figure above are illustrative, not a guarantee.
09 — What this costs
Typical for a translation agency
40% · lost to slow or missed replies: 2 in 10 of those
What one order is worth
A$48,960 a year
60 enquiries × 40% close rate × 20% lost to slow or missed replies = 4.8 orders lost × A$850 = A$4,080 a month
One recovered sale (A$850) covers 8 months of SalesWitness Watch (A$99/month).
Typical figures for this kind of business, not a benchmark and not a promise. A lost enquiry isn’t a lost sale, so only the share you’d normally close counts. Put your own numbers into the calculator for your figure.
Your report looks like this — with your channels, your prices, your evidence
One SalesWitness Audit shops every channel you offer — enquiry form, email enquiry, live chat, WhatsApp, phone call — twice, 15 days apart, scores them against your own fact sheet and lands in your portal. Owner-authorised, evidence-led.
Compare plans — Watch adds daily review monitoring →