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 upload form and the phone line are quick and helpful. But the email rate doesn’t match the agency’s own Instagram, the live chat drops messages, and one translator offered to do the certified job privately for less.
Live chat never replied, email quoted above the Instagram price, and a WhatsApp reply offered the job privately at a cut rate.
Email asking for a licence and birth-certificate translation, sent Monday morning.
A$95 a page quoted by email vs. A$59 for standard documents on the agency’s Instagram.
A translator offered the certified job privately, off the agency’s books.
What you're looking at
A demonstration report for a fictional NAATI 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$69/page quoted · at or above “from A$69/page” according to your website | 1 in 7 days | Helpful · 84 | 81/ 100 |
| Email enquiry | 4h 15m — Mon 13:40 | ✗ A$95/page quoted · A$59/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 — translator’s own number | ✗ A$40/page privately quoted · from A$69/page according to your website | 2 in 7 days | Friendly · 90 | 35/ 100 |
| Phone call | Answered in 2 rings | A$120 interpreting, 90 min 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
Phone answered in two rings, WhatsApp in 9 minutes, form in 46 minutes. The email took 4h 15m and live chat never answered.
Four of five channels replied. The chat widget accepted our message and it was never answered in seven days.
The website says certified translation “from A$69 per page”; the agency’s Instagram advertises A$59 for standard documents. The form quote of A$69/page is consistent. Email quoted A$95/page — A$36 above the Instagram price. Interpreting rates aren’t published, so the phone quote has no listed price to compare.
Listed price = what you publish on your website or social profiles.
The phone call picked up the visa deadline. The email answered the translation question and ignored the interpreter request entirely.
Only the phone asked which visa subclass and whether the licence was double-sided. No channel asked the deadline in writing.
The form sent one reminder; the WhatsApp follow-ups came from the translator’s own number. Email never followed up.
Form and phone both sent a payment-and-upload link. The email said “send the files when ready”.
Warm, patient and clear — especially on the phone about how NAATI certification works.
One flag raised — see below.
03 — Red flags, in plain English
Our WhatsApp to the agency number was answered from a translator’s personal number, offering to do the job “privately” for A$40 a page “with the same NAATI stamp” — below the agency’s published price. We report what the evidence shows; we make no claim about intent.
Evidence: Thread screenshots and the sending number are attached in the full report.
Fix → All jobs are issued and invoiced by the office; restate this in every contractor agreement.
The Instagram post says A$59 for standard documents; the email quoted A$95. The person who saw the post and then got the email assumes a bait-and-switch.
Fix → One price for standard documents on the website, Instagram and the email template.
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 visa 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, Trustpilot, Facebook, Clutch, Yell, Houzz, Sortlist, Sitejabber 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 a certified translation urgently for a visa. 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 letting us know, and I’m sorry the timing wasn’t clear when you needed it most. For urgent visa work we can quote an express option up front. I’d like to hear what happened — please call me directly on 0491 570 157.
— Lena, Example Language Services
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 my Chinese driver’s licence and birth certificate translated for a visa, NAATI certified. How much and how fast?
[Tue 10:11] Other number → Hi Mei, I’m one of the translators. I can do both privately for A$40 a page, same NAATI stamp, ready tomorrow. Cheaper than the office.
[— the agency’s WhatsApp number itself 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, the Instagram post and the email template on the standard-document rate.
Remind every contractor in writing: jobs are issued and invoiced by the office, never privately.
Route 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.
Standard-document prices
via One price, everywhere
Live chat
via Fix the chat inbox
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.
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 →