Cint offers a reversal process that allows buyers to remove completes that do not meet quality standards. All buyers are responsible for submitting their own reversals and every reversal must include a reason. Reversals must have a reason code associated with each individual ID being reversed. Please see below for instructions on when it is acceptable to reverse completes, the process for doing so, and the responsibilities of buyers who choose to use this ability. Cint reserves the right to request supporting documentation for reversals and may overturn any reversal that does not have a valid reason or adhere to the below.
Acceptable reasons for reconciliations
The following fraudulent behaviors are acceptable reasons to disqualify a respondent:
Straight-lining
Definition: Respondent selects all answers on questions in a straight-line, demonstrating the respondent was not reasonably paying attention to the survey question
Supporting data: Response ID (RIDs), questionnaire and answers
Speeding
Definition: Respondent’s length of interview (LOI) was outside of the reasonable LOI for the survey
Supporting data: Response ID (RIDs), respondent’s LOI, as calculated by entry and exit time, compared to other respondents’ LOIs
Marketplace complete not on client side
Definition: Marketplace registers a complete for a respondent, but there is no evidence of that respondent in the client survey
Supporting data: Response ID (RIDs) with associated response codes and/or complete status
Note: In order to remove respondents for this reason, the survey must be using one of the link security methods provided by Lucid.
See buy side security best practices for more information
Inappropriate open ends (including repetitive, vulgar, and nonsensical)
Definition: Open end responses in the client side survey are repetitive (i.e. the same answers for all open ends, or the same answers for multiple responses), contain vulgar language, are nonsensical, not pertaining to the questions, or include random strings of letters, words, or sentences
Supporting data: Response ID (RIDs), questionnaire and answers
Mismatched responses
Definition: Respondent answers differ from the Marketplace and client survey; example: age mismatch
Supporting data: Response ID (RIDs), Marketplace qualifications, and client-side questions and answers
Duplicate responses
Definition: Identical open end responses seen across multiple respondents.
Supporting data: Response ID (RIDs), questionnaire and answers
Unacceptable reasons for reconciliation
The following behaviors are unacceptable reasons to disqualify a respondent:
Disqualifying a respondent due to survey side setup errors
Inaccurate CPI: launching a project with the incorrect CPI
Incorrect qualifications and quotas: improper setup of targeting and/or quotas within the Marketplace
Project overfilling: failure to use the proper quota calculation type
Reconciling to complete
If a technical error prevents the recording of a complete status in Marketplace, buyers must reconcile sessions. This ensures the respondent and supplier are properly compensated for their effort.
To do this, include the IDs of these valid sessions and select “completes and adjusted termination” when submitting the reconciliation report.
Reconciliation timeline
Customers are encouraged to complete the reconciliation process as soon as possible. Reconciliations can be completed until the end of the following month after the individual response ID timestamp to adjust the status. It is important to note the timeline is based on the time of completion of each ID and not the completion of the project overall.
For example, if a complete occurred on July 1 or July 31, the user has until August 31 to complete the reconciliation report. If no report is uploaded, the system status is locked in after this time period.
In order to receive optimal support, best practice is to reconcile as soon as you have the final IDs.
How to submit a reconciliation report
To reconcile a study:
Navigate to the survey details page.
Change the status of the study to complete.
Click save.
Navigate to the reports page.
Select reconciliation.
Select the reconciliation type (see an explanation of each type below):
Completes and adjusted termination: Upload a list of all completes. Any IDs not on the list will be adjusted to terminate.
Post survey termination: Upload a list of IDs to terminate for quality reasons. All other IDs not included on this list will remain in their original status.
Security termination: Upload a list of IDs to terminate for security reasons. All other IDs not included on this list will remain in their original status.
Select the ID type: upload either the list of response IDs (RIDs) or PIDs.
Upload the file with the IDs. (Note: all uploads must be in a text [.txt] format with one RID on each line.) and click continue.
Confirm that the IDs on the list provided are the correct IDs to reconcile.
Click continue and then click finish. The reconciliation report will process in the background.
When completed, the system will automatically send a reconciliation confirmation email with the results and final counts. Once the reconciliation is complete, both the total quota and all sub-quotas will update to reflect the revised values and the status of the study will change to "completes approved."
Checking reconciliation status
There is an account-level report available to give you insight into all surveys in your account that are within the reconciliation timeline as defined above. See reconciliation status for more information.
Reconciliation audits
Reconciliation audits are automatically conducted at random. If a study is flagged, the Project Manager will be notified and asked to provide reconciliation reasons for each RID that was reconciled. It is important that buyers promptly respond to these emails to validate reconciliations. If completes were removed for inappropriate reasons or in error, the reconciliation will be overturned.
See reconciliation audits for more information.