Quality Assurance

 

At Enago, we take pride in providing superior editing services. With every document we touch, we are guided by a process that is certified by the International Organization for Standardization (ISO) for endeavoring to provide the highest level of quality in the industry. For all projects, we pair you with editors who not only demonstrate consistent mastery of language, they have specialized knowledge in your particular field of Gerontology.

Enago’s Quality Team is driven by professional academic experts who understand customer needs, constantly review processes, and adopt innovate practices to surpass current industry standards. We impart these same values to our editing staff through our extensive training and quality check programs.


Editor Quality Management System (EQMS)

While ISO guarantees the quality of our services at a process level, we have in place an editing quality management system to ensure that edited documents meet the highest level of excellence.

Before Editing

Quality review of every document before editing and delivery

Editing
Quality
Management
System
(EQMS)

After Editing

Quality assurance through sampling a statistically significant portion of the text

As the professional editing industry has no standards for how to objectively judge the quality of an edited text, we have developed an in-house Quality Assurance (QA) model adapted from the Localization Industry Standards Association’s LISA QA model, which is used by translation giants around the world to objectively calculate editorial quality.

Enago’s QA model grades the quality of documents both before and after editing. We determine defects in our edited output by considering the international standards. We generate a quality score for each document, and we grade our editors on a percentage scale. We only assign projects to editors who consistently cross a threshold of 95%.


Quality Guarantee

We focus on providing consistently superior quality for every assignment, and we guarantee that the quality of your edited document will be of international standards. We also take client complaints seriously. If a client feels that the editing does not align with the service definition, or if he/she has received unfavorable reviewer comments on the language quality, he/she can approach our complaint resolution team. The process for complaint resolution is as follows:

STEP 1 Client registers complaint online
STEP 2 Reviewer comments and the submitted document are analyzed
STEP 3 Based on the service chosen, we count the errors found and arrive at the quality score
STEP 4 Based on the results, corrective action is taken: Free Reediting/ Discount/ No Action
STEP 5 Preventive action is implemented and monitored as per ISO standards

Our Quality System

Average 0.45% quality complaints till today

0.45%

60% continue to use our service

60%
The data is inclusive of all kinds of documents received for Journal Submissions, Conferences, Dissertations, Grant Applications, etc.

What Happens If You Are Unhappy with Our Quality?

The following process is meant for authors who are not satisfied with the quality of editing:

Step 1
Please raise a complaint with our quality department by an email.

Step 2
An immediate enquiry is done for the complaints we receive. The quality checkers check and determine the validity of the complaints by considering each and every possibility.

Step 3
The result of the quality check is shared with you. In case of a valid complaint, i.e., an error from Enago, we take immediate action at three levels:

Level 1: According to the complaint, one of the following options is offered:

a. Free re-editingb. Offer discountc. Total refund

Level 2: Correction at the editors’ end

Based on the criticality of the error, we may stop using the editor or appoint a third senior editor to review the work.

Level 3: ISO Management level

We determine the root cause and take steps to ensure the same mistake is not repeated.


A Scientific Approach To Quality

Our superior quality checks are a result of our mathematical and scientific approach to solving problems. In this approach, we evaluate each manuscript’s quality and an editor’s performance through a metric called error free words (EFW). EFW was conceptualized by Enago and presents a rational check on any manuscript.

An EFW score is calculated for every manuscript
EFW score is mapped to the editor who worked on that manuscript
Based on EFW scores of the editor, an editor receives specific feedback from the quality team

The quality team is responsible for monitoring the performance of editors. It is a dedicated team consisting of our most experienced and skilled editors.


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