The Inner Workings of a Crowd Company: The Gengo Case Study

Open Up Your Crowd DataRobert Laing | Gengo | @robert_laing

People-powered

translation at scale

36 languages 14,700 translators 315MM words translated

Olga

Japan

Oradjeha

Nigeria

Peter

San Francisco

Customer

1. Operational Excellence

1. Operational Excellence

2. Hyperbolic competitors

1. Operational Excellence

2. Hyperbolic competitors

3. Motto: Never tell a lie

Open Datagengo.com/open-data

Support• First reply time

• Satisfaction Rating

• Comments

Speed• First Action Time

(95%ile, average)

• Turnaround Time

• Average job size

Capacity• Total Translators

• By Country

• Test Pass Rate

• Active Translators

Quality• Feedback Ratings

• Internal Ratings

• Feedback Comments

• Real Translations

Platform• Uptime

• Load Speed

Reduced "First Action Time” 400 to 89

mins

Reduced our "Revision

Rate" from 7.7% to 1.2%

Highest is US followed by JP

We’re not perfect!

Sometimes very not perfect

Unfiltered

(Except personal info)

A. Step-by-step

A. Step-by-step

B. PrincipledPersistence

Completeness

Veracity

A. Step-by-step

B. Principled

C. Top-down

Customers &

Partners

Investors

Translators(and hires)

Thanks!

gengo.com/open-data robert@gengo.com

Questions

• What are the true downsides of transparency?

• What might you open up? What might you not?

• Why not?