Supporting Documentation: Percentage of overall client satisfaction with the Translation Bureau's language tools and services

Linguistic service categories

The Translation Bureau offers three categories of linguistic services:

Translation services:

This category relates predominately to translation, revision and editing services as applied to written content. The Translation Bureau offers these services to the Parliament of Canada, as well as federal departments and agencies, in the following languages:

Both official languages (English and French)
Indigenous languages
Foreign languages

The Translation Bureau can also assess the quality of texts that have been previously translated, revised, or written in either English or French, using recognized criteria that ensure the fairness and objectivity of that assessment.

Data related to the quality of this category of linguistic service can be found in this dataset, in records where the value in the Service-name_Nom-du-service_eng column equals "Translation services" and the value in the Service-name_Nom-du-service_fra column equals "Services de traduction".

Interpretation services:

Interpretation services refer to linguistic services which relate to spoken or visual input. The Translation Bureau offers interpretation services to the Parliament of Canada, and to federal departments and agencies in:

Both official languages (English and French)
Indigenous languages
Foreign languages
American Sign Language (ASL)
Langue des signes Québécoise (LSQ)

Survey responses related to this category of linguistic service can be found in records where the value in the Service-name_Nom-du-service_eng column equals "Interpretation services" and the value in the Service-name_Nom-du-service_fra column equals "Services d'interprétation".

Terminology services:

Translation Bureau terminologists provide a variety of services and advice to the Government of Canada, including:

Conducting terminological research to provide clients with an equivalent for a specialized term in the other official language
Making terminological recommendations on issues requiring in-depth terminology analysis
Creating customized glossaries: preparing or updating specialized glossaries in electronic format
Participating in terminology committees to support the standardization of terminology relevant to a given department or agency
Delivering other terminology projects developed in consultation with clients

Terminologists also produce a variety of quality terminology tools and resources that are available free of charge to Canadians, including:

TERMIUM Plus® (termiumplus.gc.ca) is one of the largest terminology and linguistic data banks in the world, giving access to millions of terms in English, French, Spanish and Portuguese. You can find terms, abbreviations, definitions and usage examples in a wide range of specialized fields. The data bank is an essential tool for understanding an acronym, checking an official title, finding an equivalent in another language, and much more.
Other publicly available Glossaries and vocabularies

Survey responses related to this category of linguistic service can be found in records where the value in the Service-name_Nom-du-service_eng column equals "Terminology" and the value in the Service-name_Nom-du-service_fra column equals "Services de terminologie".

Departmental Reporting Results (DRR) Calculation

The "Percentage of overall client satisfaction with the Translation Bureau’s language tools and services" indicator as reported in PSPC's annual DRR publication represents the results of survey data related to clients' overall satisfaction ratings for the linguistic services they've received, combined with the average satisfaction ratings of clients' use of linguistic tools such as Termium Plus, the Language Portal of Canada, and (in past years) the Language Comprehension Tool.

To calculate the DRR indicator value for a given fiscal year, use the following steps:

Open the CSV file that is associated with appropriate fiscal year (ex: to re-create the DRR 2024 results, open the satisfactionglobale-overallsatisfaction-2023-2024.csv file.
Find the ratio of positive answers versus the number of all relevant answers for survey respondants' overall level of satisfaction with the linguistic services received:
1. Apply a filter to the Question_eng column to see values equal to "Overall, I was satisfied with my client experience." Note: the Question-nbr_No-question of this question has generally been equal to "1" for all past years' surveys. (In the 2023-2024 CSV file, this leaves 2050 records out of 26153.)
2. Apply a filter to the Response_Reponse_eng column to see only values of "Strongly agree" or "Somewhat agree". Note the number of records that match this filter. (In the 2023-2024 CSV file, this leaves 1834 records.)
3. Next, apply a different filter to the Response_Reponse_eng column, this time allowing all values to be included except "N/A". Note the number of records that match this new filter. (In the 2023-2024 CSV file, this leaves 2034 records).
Find the ratio of the average number of positive answers (per tool) versus the average number of all relevant answers (per tool) for survey respondants' level of satisfaction with any linguistic tools used:
1. Using the same CSV file as above, remove all filters from the previous steps and apply a new filter to the Question_eng column to see all responses related to questions containing the word "tools". For the 2023-2024 survey there were two tool-related questions: "Please indicate your level of satisfaction with the following tools : Termium Plus®" and "Please indicate your level of satisfaction with the following tools : Language Portal of Canada" however in past years there was a question for a third tool as well: "Please indicate your level of satisfaction with the following tools : Language Comprehension Tool." (In the 2023-2024 CSV file, this yields 3926 records out of 26153.)
2. Apply a filter to the Response_Reponse_eng column to see only values of "Very satisfied" or "Somewhat satisfied". Note the number of records that match this filter. (In the 2023-2024 CSV file, this leaves 1312 records for both tool-related questions combined, or an average of 656 positive responses (1312/2) per tool.)
3. Next, apply a different filter to the Response_Reponse_eng column, this time allowing all values to be included except "I do not use this tool". Note the number of records that match this new filter. (In the 2023-2024 CSV file, this leaves 1583 records for the two tool-related questions, or an average of 791.5 responses (1583/2) per tool).
Finally, we determine the average of both the overall level of satisfaction with the linguistic services received and the level of satisfaction with any linguistic tools used, weighted by the average number of respondents who responded to each of these two categories of questions:
1. Add together the number of positive responses related to the overall level of satisfaction with the linguistic services received and the average number of positive responses related to the level of satisfaction with any linguistic tools used (Step 2 from each of the two of the question categories detailed above; ie: 1834 + 656 = 2490 for 2023-2024 data)
2. Add together the number of relevant responses related to the overall level of satisfaction with the linguistic services received and the average number of relevant responses related to the level of satisfaction with any linguistic tools used (Step 3 from each of the two of the question categories detailed above; ie: 2034 + 791.5 = 2825.5 for 2023-2024 data)
3. Divide the results from Step 1 by Step 2, immediately above, and multiply by 100 (2490 / 2825.5 x 100, or 88.13%).

2023/2024 data

Since the DRR 2024 publication was released, an error was found in the data used to calculate the performance indicator corresponding to this data. Although the published result shows as 87.4%, the actual result as calculated with the corrected values is 88.13%. This 0.73% discrepancy stems from the use of a new methodology.

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