Working with a language services provider is often a long-term partnership. But like any relationship, it needs regular check-ins to make sure it’s still working for your team and the people you serve.
Taking time to review your provider’s performance over the past year can uncover what’s working well and where things may need to shift. It also creates space to adjust expectations and strengthen the role language services play in your daily operations.
Here are five ways to assess your LSP’s performance over the past year and what to focus on moving forward:
Review Service Quality
One of the most important ways to assess your language services provider is by looking at the quality of the work they’ve delivered. Accuracy in both interpretation and translation should be a given, but it’s worth taking a closer look at how consistent that quality has been across different types of content or interactions.
You might also consider what kind of feedback has come in from staff or community members. Were there comments about confusing wording, missed context, or anything that felt off in tone? These details can reveal patterns that aren’t always obvious from the outside.
If any issues did come up, take note of how they were addressed. Did your provider respond quickly? Were improvements made? A strong partner will treat quality as an ongoing process, not a one-time deliverable.
Check Responsiveness and Support
Timely support can make a real difference, especially when schedules shift or requests come in with little notice. Look back over the past year and consider whether turnaround times were consistently met. If delays occurred, were they communicated clearly and managed professionally?
It’s also worth thinking about how easy it was for your team to reach out for help. Were support requests handled quickly? Did your provider offer clear guidance during busy or high-pressure situations?
Responsiveness shows up in the small moments. A reliable partner stays available, communicates clearly, and helps your team keep things moving without added stress.
Evaluate Coverage and Availability
Language services only work when support is available when and where it’s needed. Over the past year, consider how often your provider was able to meet requests in the required languages. If any requests went unfilled, take note of how those situations were handled.
You can also look at how interpreter availability lined up with your busiest times or locations. If your organization had to respond to unexpected changes or new projects, think about how smoothly your provider adapted.
Reliable coverage gives your team room to plan and respond without scrambling for support. The more consistent the availability, the easier it is to keep communication on track.
Review Reporting and Transparency
Data can reveal patterns that aren’t always obvious in day-to-day work. If your LSP provided regular reports, take a look at how useful they were. Did they offer clear insight into service usage, performance, or areas that needed attention?
Think about how accessible that information was throughout the year. Were you able to track interpreter usage, turnaround times, or resolution of issues when needed?
Reporting should help you make informed decisions. If the data supported planning, budgeting, or quality improvement, that’s a strong sign your provider is aligned with your goals.
Assess Compliance and Security
Healthcare and public sector organizations work under strict requirements when it comes to language access and data privacy. An annual review is a good time to confirm that your LSP stayed aligned with regulations like HIPAA, Title VI, or Section 1557.
Look at how sensitive materials were handled throughout the year. Were secure systems used for file transfers? Were linguists trained on confidentiality protocols?
You can also ask if your provider made any updates to their compliance procedures or staff training. Staying current is part of keeping your organization protected and your services dependable.
Consider the Overall Impact
Beyond metrics and checklists, it’s helpful to step back and look at the bigger picture. Over the past year, did your language services contribute to stronger communication, smoother interactions, or a better experience for the people you serve?
Think about whether you were able to reach more communities, reduce misunderstandings, or support teams more effectively. If certain goals weren’t met, this is a good time to take note of where things fell short and why.
An honest review of wins and gaps creates space for better planning and stronger outcomes in the year ahead.
Looking Back to Move Forward
Reviewing your language services provider isn’t just a task for the end of the year. It’s a way to make sure your organization continues to meet communication needs with the care and consistency people expect.
Taking time to reflect helps you set stronger goals, improve internal processes, and work more effectively with your LSP moving forward. If something isn’t working, it’s better to address it early. And if things are going well, a review gives you the chance to build on that momentum.
Propio works with teams to measure performance, find new opportunities, and support language access at every level. If you’re looking to evaluate your current setup or make improvements in the year ahead, we’re ready to help.
