Gengo’s crowd platform is optimized to give customers a fast translation. With thousands of translators in all time zones, new jobs can be picked up and translated in just minutes, no matter what time of day or day of the week.

While many other services make claims about speed, we’re going one step further and showing you our data—the same data that our teams use to measure performance and to make improvements—so you can see for yourself.

Order Length (Word Count)

As mentioned above, most Gengo orders are short. The majority of our orders are under 250 words (approximately half a page), which is a completely different demand profile to a traditional translation agency. Traditional agencies prefer long, multi-page orders, because they have high overheads and complex project management flows, so they charge high minimum fees, discouraging customers from placing short orders. In contrast, Gengo charges no minimum fees and works efficiently with projects of any size. This changes the way our customers use translation, allowing them to communicate casually and freely.

Weeks Months

First Action Time (Minutes)

First Action Time or “FAT” is the time it takes from you ordering a job to a translator starting working on it or flagging a problem. Since most Gengo jobs are short, FAT is normally the biggest factor in turnaround time. We measure both the average FAT, which is our customers’ typical experience, and the “95%ile FAT”, which measures the longest FAT across 95% of jobs, allowing us to give realistic “worst case scenario” estimates to customers.

Our ideal is for Average FAT to be just a few minutes, and 95%ile FAT to be between 1-2 hours to cover off unusual eventualities.

Weeks Months

First Action Time by Language Pair (Minutes)

Ideally, translation demand would be completely predictable in the short and long term, steady, and spread evenly across languages. In the real world, demand varies dramatically by day, week and month, and hits different language pairs without much warning. For example, a large customer may order English to Spanish one week, disappear for a month, then come back and order a huge English to French project. At the same time, multiple smaller customers may be ordering in each pair, so Gengo needs to retain excess capacity and occasionally provide incentives to ensure good turnaround time.

Despite our best efforts, each language pair has slightly different performance, as you can see from this chart of our top ten language pairs. Over time, we’re trying to smooth out the curve and provide equivalent FAT in every language.