Clean data delivers accurate insights upon which you can act. SMG delivers real-time data you can trust. Our years of experience have taught us not only that there is bad data around—but also how to combat it. Whether it is customers exploiting the system to gain an extra incentive or employees using artificial data to boost their performance scores, we are (at least) a step 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 outlines. Perhaps there is a spike in the number of responses, an abnormal increase in customer satisfaction at just one location or maybe 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 does not 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 services 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 speeds, uncover blacklisted IP addresses, perform deep verification checks and more (sorry, the rest is a secret!) to detect and eliminate fraudulent data.
Take bold action from day one to establish an early expectation for excellence
Make sure the customer experience doesn't get compromised with the desire to save costs
Break through programme complacency by emphasising key service behaviours