Overview
The Reconciliation Improvement &/or Suspension Program (RISP) is a core quality initiative designed to monitor, manage, and optimize Customer reconciliation rates across Cint platforms, including both the Lucid Marketplace and Cint Exchange.
At Cint, we view data quality as a shared responsibility. RISP helps ensure that the reconciliation rates of Customers who buy samples are reviewed to support fair and responsible reconciliation practices, whilst addressing the root cause of any data quality issues. As a monthly program, RISP is focused on providing Customers with the continuous support they need to reduce reconciliation rates and improve the data quality of their research.
Why RISP Matters
Reconciliations are an important quality mechanism that allows Customers to reject completed responses when there are valid quality concerns. It’s normal for Customers to have some reconciliations, however, elevated levels of reconciliations are an indicator of data quality &/or survey-related issues that need to be addressed.
Through RISP, Cint works with Customers to:
Identify potential causes of elevated reconciliation activity.
Take steps to address any potential respondent-quality issues
Promote fair and responsible reconciliation practices.
Identify opportunities to improve survey design, technical setup, security measures, and quality controls.
Reduce avoidable or unsupported rejections to help maintain reliable and accurate reconciliation data.
How Does RISP Work?
Process Overview
When a Customer is identified for inclusion in RISP, Cint reviews their reconciliation rates and any relevant history before assigning the appropriate status.
The Customer will be notified of their RISP status and the next steps, where applicable. Their Cint account team will work with them to identify and implement any measures required to improve their reconciliation rates.
Defining Reconciliations
At Cint:
Soft close—The previous month's reconciliation rate, i.e., the preliminary numbers for the prior month, captured before the reconciliation window for that month has fully closed.
Hard close—Indicates the month where the reconciliation window has closed entirely, buyers can no longer submit reconciliations, so the numbers are final and locked.
Statuses & Thresholds
Hard close reconciliation rates for Customers are reviewed on the 1st business day of each calendar month. Any Customer with a hard close reconciliation rate of more than 20% is included in the program and assigned a status based on their reconciliation rate:
Status | Threshold | Consequence |
|---|---|---|
Initial Warning | ≥20% & <30% | An Initial Warning email is sent to the Customer. Customers have 2 calendar months to improve their reconciliation rates with the support of their Cint account team. No further consequences occur during this time frame. |
Audit | ≥30% | An audit email is sent to the Customer. Customers have 2 calendar months to improve their reconciliation rates with the support of their Cint account team. The Customers Reconciliation Rates will be monitored over the next 2 calendar months. At the start of the third calendar month a Customer's ability to reconcile may be suspended if reconciliation rates still exceed acceptable thresholds. |
Audit - Multiple Initial Status | ≥20% & <30%, but flagged twice in a row for Initial Warning Status | An audit email is sent to the Customer. Customers have 2 calendar months to improve their reconciliation rates with the support of their Cint account team. The Customers Reconciliation Rates will be monitored over the next 2 calendar months. At the start of the third calendar month a Customer's ability to reconcile may be suspended if reconciliation rates still exceed acceptable thresholds. |
RISP Timeline
Customers included in RISP may move through different statuses depending on their reconciliation performance.
Example Calendar for November cohort
Status | Criteria | Action |
|---|---|---|
(Month 1) For example: November | ||
Initial warning |
| Initial warning email is sent once. After that, no further emails are sent, but Customer performance is monitored until the hard close period (January). If the reconciliation rate is not controlled and exceeds, the Customer will be marked “At Risk.” |
At Risk |
| At Risk - Notice email sent. Now Cint will monitor the November rec rate of this account. |
(Month 2) For example: December | ||
Soft Close Update |
| Soft Close Update Email sent Cint will let the Customer know how the softclose rate is looking. |
(Month 3) For example: January | ||
Reconciliation Suspension |
| Suspension email sent (if applicable) Suspend Reconciliation ability for the current month (January). |
(Month 4) For example: February | ||
Reinstate |
| Reinstated email sent Reinstate the Customers reconciliation ability |
Understanding RISP Timelines Through a Flowchart
What Is Expected of You as a Customer?
If you are included in RISP, you are expected to:
Conduct a root cause analysis: Identify why your reconciliation rate is elevated and share your findings with your CSM.
Create and implement an action plan: Take corrective steps to reduce your reconciliation rate within acceptable thresholds.
Share regular progress updates: Keep your CSM informed about fixes, improvements, and actions you're taking.
Your CSM is your primary point of contact throughout this process and will support you in bringing your rates within acceptable levels.
If you’re looking for guidance on steps that can be taken to improve quality then there are many resources created by Cint and the Industry including:
Communications
Your Cint account team will be in constant touch throughout the RISP process to provide you with any support that is needed. Detailed and fast communication facilitates swift resolutions. Please ensure you remain in close contact with your account team during the RISP process by providing swift replies to requests for information with as much detail as possible.
You will receive standard emails at key points of the RISP process. These are intended to keep you updated on your status and progress in the program. All RISP related emails are sent from tsquality@cint.com. Your CSM and Account Manager will be copied on all communications and can answer any questions you have about the emails:
The typical email sequence is:
Initial Warning / Audit Notice—Informing you of your inclusion in the program, status and the reason.
Soft Close Update—A mid-cycle update on how your reconciliation rate is tracking.
Hard Close Update [Suspension/Non-Suspention Notice] (if applicable)—Informing you that reconciliation ability has been suspended.
How Cint Supports Customers
Cint is committed to maintaining a fair and trusted ecosystem for all Customers across both the buy and supply side of research. The objective of RISP is not simply to take action against Customers with elevated reconciliation activity. The program is intended to help Customers identify and address issues that may be contributing to their reconciliation performance.
Cint will work with Customers to better understand whether elevated reconciliation activity may be related to factors such as survey design, technical issues, quality controls, security measures, or other operational challenges.
By identifying these issues and implementing appropriate corrective measures, customers can improve their acceptance rates while contributing to a healthier and more sustainable marketplace.
Frequently Asked Questions
RISD FAQ
What reconciliation rate should I aim for?
The threshold for inclusion in the program is currently having a monthly hard close reversal rate greater than or equal to 20%. However, as with all Cint’s programs our thresholds are subject to review at any time. Customers should aim to keep reconciliation rates as low as possible. Reconcile fairly & accurately, considering whether the data is usable.
What if my high rate is caused by supplier fraud?
We understand that some reconciliations are legitimate responses to fraud and the program's aim is not to penalize Customers for data quality issues outside of their control. If you believe your reversals are due to fraud that you cannot reasonably take steps to prevent, please communicate this to your Cint account team. Our Trust & Safety team evaluates such cases carefully and can work with suppliers to address the root cause of any fraud within their supply.
Don’t wait until RISP to raise data quality issues and concerns. Reach out to your CSM throughout the month to make them aware of any fraud or data quality concerns. This allows Cint to take swift action to address the root cause of any issues with our suppliers.
How long is the suspension period?
Reconciliation privileges are typically suspended for one calendar month, but this may be extended in exceptional cases, after which they are automatically restored. During this time period Customers are expected to continue to take action to improve their reconciliation rates in order to avoid future suspensions.
Can I appeal being placed in the program?
Once you receive your Initial Warning/Audit notice, please review the root cause of your reconciliations and let your Cint Account Team know your findings. Include why you believe your reconciliations will fall below the thresholds and why you should not be included in the program.
Your Cint Account team will review your feedback with our Trust & Safety Operations team to determine next steps. Decisions are made on a case-by-case basis.
Does this apply to both Lucid Marketplace and Cint Exchange?
Yes, RISP actively monitors activity on both platforms.
If you currently run projects on both platforms then bear in mind that data is considered for both platforms combined.
If I have already provided reconciliation reasons and supporting data through RAS, why can my account still be included in RISP?
RAS and RISP serve different purposes:
RAS collects reasons for project-level reconciliations, and clients may also voluntarily provide supporting data as part of that process. However, providing a reconciliation reason or supporting data through RAS does not necessarily mean that the reconciliation has been independently validated or approved by Cint.
Additionally, RAS information may not cover all reconciliations associated with an account.
RISP takes a broader, account-level view of reconciliation activity. Its purpose is to understand overall reconciliation patterns and their underlying causes, and to work with clients to identify changes that can help reduce avoidable reconciliations and improve acceptance rates.
As a result, an account may still be included in RISP even when reconciliation reasons and supporting data have previously been provided through RAS.