This study has its origins in the work of the EAGLES Evaluation Working Group, a group created in 1992 in the framework of the LRE programme. As part of its work on investigating evaluation methodologies for language industry products, the group carried out a series of case studies of potential users of such products. (EAGLES Evaluation Group Interim Report, July 1994). D.G. XIII suggested that a part of the follow-up work, under the EAGLET extension to the EAGLES programme, should be a more extensive study of the Commission's Translation Service (SdT). That the study was in fact undertaken is due in large part to Roger Havenith, who as a member of SdT working with D.G. XIII had a special interest in the topic, helped to get it started, and provided support and encouragement throughout. This document reports on the study.