1. Preferential feedback needs a relief valve. Reviewers should be allowed to suggest improvements or personal preferences rather than classifying all feedback as errors. Around 30% of feedback is typically preferential.
2. Key performance indicators should measure errors per 1,000 words rather than simple pass/fail criteria. Errors per 1,000 words better indicates translator performance as 1,000 words is about half a day's work.
3. Quality measurements should not rely on numbers alone. Managers should supplement numbers with expert reviewer opinions to better understand factors like why a translation received a good score but the reviewer did not like it.