Clean data delivers accurate, actionable insights. SMG delivers real-time data you can trust. Our years of experience have taught us not only that bad data is out there—but how to combat it. Whether it's customers working the system to gain an extra incentive or employees using artificial data to boost their performance scores, we're a step—at least—ahead of them. We know what to look for and when to disqualify data so you can make better business decisions with more confidence.
Is your data normal? Are your responses within appropriate limits? Our process automatically looks for statistical outliers. Perhaps there is a spike in the number of responses, an abnormal increase in customer satisfaction at just one location, or a high percentage of surveys came in just before bonus time. Between 1–5% of locations warrant a deeper look, and we share our findings with you so you can take action.
Real time means right now. Your business doesn't have the luxury of waiting for monthly reports or the ability to pause while quarantined data is sorted. We perform a variety of real-time checks on our survey transactions. We create a digital ID, going beyond an IP address to identify a number of unique things about a respondent's machine. Whether desktop, mobile, or app, each survey generates a unique fingerprint for individual validation.
Detecting and preventing fraud is a team effort. Our cross-functional data integrity team provides SMG's client insights members, product directors, engineers, and technology experts the opportunity to discuss evolving issues, discover potential gaps, and create plans to protect your data. We develop technology proactively for swift intervention and implementation. We seek survey clusters, question survey speed, uncover blacklisted IP addresses, perform deep verification checks, and more (but sorry, that's a secret) to catch and eliminate fraudulent data.
7 quick tips for collecting CX data you can trust
Gaming and manipulation of scores
Biasing customer feedback with personal appeals