Survey. This. investment in our. excelled in: innovation. Quality Assurance. standard. & Processes, ISO Account Support

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1 Executive Overview: The Impact of the 2010 Customer Satisfaction Survey Throughout 2010 and the first half of 2011, SDL S have continued to perform well in what w remains a difficult global economy. success comes from a continued investmentt in Global Information Management innovation and a unique industry focus on customer service and client collaboration. This We would like to take this opportunity to thank you for your support and valued partnership and assure you that we will continue to make investment in the areas that you tell us are most important to you. Operational Impact of the SDL Customer Satisfaction Survey 2010 Following on from last year s Customer Satisfaction Survey we have made a numberr of changes too SDL s Language Service Division. These changes have been made based on your feedback and comments. Areas you felt SDL excelled in: Responsiveness to change and customer needs Meeting delivery timelines and SLA s In country translation teams positively impactingg quality and consistency Overall customer satisfaction at an all time high of 96% 95% Customer retention rate Following your comments and feedback we identified three core areas for development during the preceding 12 months. Continued focus on quality assurance and process delivery Account support & development Additional services and innovation Focus on Quality Assurance During the past 12 months we have made significant investment in our quality assurance systems. We have developed our process in line with internationally recognized standards and have been awarded with two new ISO accreditations; ISO 13485:2003 (medical devices quality management systems) and ISO 27001:2005 (information security management systems). Paul McManus has been appointed Vice President of Quality Assurance & Processes, responsible for f controlling, monitoring and maintaining quality across the entire organization. His team has successfully completed the roll out of ISO 9001 certified processes and provides a continuous focus on quality assurance a and excellence in process delivery. New Quality Accreditations for 2010/11 ISO 27001:2005 Information handled through SDL s S translation management system enjoys e the highest level of data protection. As demonstrated by the award a of this internationally recognized security standard. ISO 13485:2003 SDL quality frameworks align with those of the highly regulated medical devices industries. Existing Accreditations s ISO 9001 (quality management system) ISO (translation services) ISO (environment management systems) Account Support As many of our customers continue to develop and extend their Global Information Managementt infrastructures, SDL has launched a OneSDL initiative. OneSDL will provide a consistent customer experiencee for all of ourr clients, regardless of which SDL department they are communicating with. We will keep you up dated as this project progresses.

2 In addition, we have increased our Account Management capabilities, adding further account support and introducing senior sponsorship across the customer life cycle. We have strived to keep project management teamss stable within accounts, providing consistency in relationship and cultivating clientt knowledge and understanding. Finally, client feedback has told us that our customers c want easy access to information and reporting. In Q we will be launching SDL Connect a dedicated secure online portal providing access to account information, best practice advice and a collaboration areaa for knowledge exchange and a sharing. Global Information Management Consultancy Results of the Customer Satisfaction Survey 2010 clearly pointed to an appreciation of the services SDL provide above and beyond what is delivered by traditional language service providers in the market. Due to this we have made a commitment to further develop this in 2011 and beyond. We have extendedd the SDL consultancy capabilities into a dedicated team of industry experts ablee to advise on Strategic, Business and Implementation solutions. This team is uniquely positioned to deliver competitive strategies for customers who look to strengthenn export markets and open up new global revenue streams. As thee world s leading authority on Global Information Management we believe that we are, and will continue to be, the only global g company able to tackle the complex issues of multichannel global content delivery. Innovation in Global Information Management SDL is committed to providing market leading solutions that help companies engage with their customers throughout the customer journey from brand awareness, to t sales and after sales support across languages, cultures and channels. To this end we have continued to expand our solution portfolio with a number of key acquisitions over the past 12 months SDL LanguageWeaver a pioneer in statistical machine translation SDL Xopus the leader in online XML editing SDL Calamares a leading media asset management company As well as providing a standalone solution for machine translation through SDL BeGlobal, we havee also successfully integrated SDL LanguageWeaver into SDL imt. This couples machinee translation technology with specially trained post editors to provide an economic and efficient solution for translating greater volumes of content. Visit to learn more and to take the imt Challenge. We appreciate you taking the time to fill in this year s Customer Satisfaction Survey. It is an invaluable tool in establishing areas of focus for SDL in the coming 12 months helping us to continue to meet your expectations. We look forward to continuing our partnership with you into the future. Kind Regards Dominic Kinnon, Peter Smith Joint CEO s, SDL Language Service Division

3 SDL Language Services - Customer Satisfaction n Survey SDL address my translation services needs in a responsive manner 2 SDL are pro active in the way they handle my Translation Services account 3 SDL provides the value add service I would expect of a professionall translation company 4 SDL deliver my translation projects on time 5 The language quality delivered by SDL meets my expectations 6 The SDL model of using SDL employed, in country translation teams is importantt for language quality and consistency 7 Are you satisfied are you with SDL's Translation Services? 8 I plan to continue my relationship with SDL S Translation Services 9 If you employ more than one translationn vendor, howw does SDL rate against them? Agreed 96% 91% 85% 95% 97% 93% 96% 95% 69% Above Averagee Are there additional services or support that you would like to receive from SDL? 1 inteligent Machine Translation (imt) Terminology Management Help with source content Automated workfloww Localization consultancy Onsite Project Management Outsourcing options Other

4 Please tell us which of these industry solutions you currently use Have no plans to use Plan to use Currently use How many Translation vendors do you work with? More M than 3

5 Vendor selection criteria please rank in order of importance the criteria you y use for vendor selection Weighted responses Price Quality Proactive cost reduction initatives Ability to offer technology Financial stability In house & in country translators Machine Translation/Post editing Account Management How many languages do youu currently translate into?

6 How many additional languages doo you plan to add in 2010/2011? none Which of these categories best describes your company's annual translationn spend? $0.5m $0.5m $1m $1m $2m $2m +