Old response data (metadata, categorization) in HappySignals can only be changed if an error caused the "wrong data" or if it poses a security/privacy threat.
What Causes Data Issues?
Data issues often arise from several factors, including human error, misalignment between systems, or inconsistencies in the feedback process. These problems can lead to inaccurate metadata, categorization, or sensitive information being captured unintentionally. Addressing these issues at the source system (e.g., ITSM platforms like ServiceNow) is crucial for maintaining data integrity.
Can a User Change the Data?
No, customers cannot retroactively modify feedback data directly within HappySignals. Addressing these at the source ensures better data hygiene and avoids creating a "watermelon effect"—where everything looks fine on the surface but issues persist underneath.
However, if an identifiable issue is caused by a system error or if the data contains sensitive information that poses a security or privacy risk, HappySignals can make necessary adjustments.
When Can HappySignals Modify Feedback Data?
HappySignals can modify feedback data only in the following cases:
- System Errors: If the incorrect data is the result of a system malfunction or technical error on HappySignals' part.
- Security/Privacy Threats: If feedback responses contain personally identifiable information (PII) or other sensitive data that violates privacy regulations.
In these cases, the data must be corrected to ensure compliance with privacy laws and to protect customer information.
Why Changing Data is Not Permitted (Most of the Time)
While it may seem tempting to correct or adjust historical feedback data, making such changes can obscure deeper issues, like process gaps or human error in the data entry process. HappySignals does not alter historical feedback data because:
- Feedback belongs to the customer, and it reflects genuine customer input.
- Making changes retroactively can mask underlying problems that need to be addressed at the source—the platform where the feedback was originally collected.
Retroactive changes only provide a temporary fix. Instead, focusing on data quality improvements at the source system level will ensure more accurate and reliable feedback in the future.
Best Practices for Improving Data Quality
To prevent data inconsistencies and reduce the need for future corrections, we recommend:
- Making key fields mandatory: This ensures that crucial information is always captured, avoiding missing or incomplete data.
- Using dropdowns instead of free-text fields: This reduces variability and ensures consistent categorization of feedback.
- Regular metadata reviews: Periodic checks and alignment of metadata fields help maintain data accuracy and prevent discrepancies.
When HappySignals Will Amend Customer Data
Although changes are rare, there are exceptions. HappySignals will modify feedback data if:
- Sensitive information or PII has been captured inadvertently and must be removed to comply with privacy standards.
- System errors have led to incorrect data being recorded, and the issue is verified.
Requesting Data Changes
To facilitate any required data corrections, we recommend setting up a standardized request process. Customers can submit a data correction request, ensuring the following information is provided:- A clear description of the issue.
- Specific details on the data to be modified.
- Reason for the modification (e.g., security/privacy concerns).
- Relevant documentation or proof, if applicable.
We suggest using a form to ensure all required details are captured every time a request is made.
Summary: Addressing Process Gaps Over Retrospective Changes
Rather than making changes to past data, HappySignals focuses on improving data collection processes for future feedback. Key process improvements include:
- Ensuring that key fields are mandatory.
- Using dropdowns for consistency.
- Conducting regular metadata reviews.
Addressing these process gaps can ensure that future feedback data is more reliable, reducing the need for retroactive adjustments. Changes to historical data are only made under specific conditions, as outlined in the "When HappySignals Will Amend Customer Data" section, maintaining the integrity and trustworthiness of customer feedback.