Data Integrity FAQ

You have questions like, How does SMG ensure the data in reporting is valid? Can an employee take the survey? What if the customer indicates they meant to select a different response? Can you reassign a survey to a different location? Can you delete surveys? Who should I contact with questions? This article will answer those questions for you.

How Does SMG Ensure the Data is Valid?

• Here at SMG, we make every effort to maintain the integrity of the data we collect. Surveys are filtered by over 30 different criteria in order to pass validation.
• Only valid responses that pass all the data integrity safeguards are reflected in analysis or reporting.

Can an Employee Take the Survey?

• No, the objective of the program is to improve the customer experience by listening to actual customers.
• Learning from your customers will help build loyalty and drive stronger financial performance.
• There are multiple layers of security and sophisticated data anomaly analyses conducted to guarantee that you may rely on the information to manage your business (and to catch attempts to game the system).

What Should I Do if a Customer Indicates That They Mistakenly Selected the Wrong Response in the Survey (e.g., the Customer Meant To Select Highly Satisfied Instead of Highly Dissatisfied)?

• If the customer selects Highly Dissatisfied on Overall Satisfaction (OSAT), then the survey will verify the response to ensure that the customer understands the orientation of the scale. If the customer confirms the selection and completes the survey, then the response may not be altered or changed.

Can You Reassign a Survey to a Different Location?

• At SMG, we do not move or transfer survey responses from their original location. This precaution is taken to ensure the integrity, confidentiality, and accuracy of the collected data. 

Can You Delete Surveys?

• SMG has Survey Integrity standards that we must align to so that surveys truly capture Customer and Employee Experiences, and not gaming surveys that are taken to boost scores. Surveys can be reviewed on a case-by-case evaluation before considering the removal of survey responses. The decision to move data is contingent upon a comprehensive investigation to ensure alignment with our established standards.

Who should I contact with questions?

• If you have questions, contact the SMG Helpline.