How does RateIt manage invalid ratings?

The RateIt system uses a variety of different techniques to automatically classify whether a rating is either valid or invalid.

Here’s a breakdown of the different techniques we currently use:

1. Biometrics - Enabled 

1.1 Duplicate Ratings

If a rating with the same biometric data is received from the same device within 24 hours, the system will automatically mark the second rating (or more) as invalid.

1.2 Unique Ratings

If no duplicate biometrics are found, up to five different validation rules can be enabled*, which will collectively determine whether the rating is either valid or invalid;

  1. Age Check - On by default
    The rating will be marked as invalid if the person leaving the rating is under the age of 14.
  2. Offensive Language - On by default
    The rating will be marked as invalid if the comment contains offensive language (English only).
  3. Inconsistent Scoring - On by default
    The rating will be marked as invalid if the NPS is less than 4 and CX is Awesome or if NPS is greater than 6 and CX is Awful.
  4. Intelligible Comment - On by default
    The rating will be marked as invalid if the comment is gibberish (English only)
  5. CX Only - OFF by default
    The rating will be marked as invalid if a smiley only CX score is given (chosen via the first screen)

*Eventually, these controls will be exposed to users via the portal - but for now, companies can contact RateIt Support (support@rateitapp.com) if they wish to enable/disable any of these rules.

1.3 No Face Detected

If a face could not be detected, several factors are considered (and are then combined) to determine whether the system will mark the rating as invalid:

  1. Was an email address captured?
    If the rating has an email address attached to it, this weighs in favour of the system accepting it as valid
  2. Does the rating have a comment?
    If the rating has a comment attached to it, this weighs in favour of the system accepting it as valid
  3. Did the user consider their response?
    If the user spent a reasonable amount of time on each screen (on average), this also weighs in favour of the system accepting it as valid

Note: The validation rules discussed in 1.2 (with exception of the Age Check) are also run against the rating and have the power to overrule the above results.


2. Biometrics - Disabled

If Biometrics is not turned on, the rules discussed in 1.2 (with exception to the Age Check) along with the Considered Response validation rule mentioned above in 1.3 are used to determine whether the rating is valid.


3. Self-managed ratings

The RateIt Validation System has an extremely high accuracy rate (around 80%), however, because we work with a large variety of partners across varying industries, we know that it is not 100% perfect for each partner’s unique needs and preferences.

With this in mind, there is a handy tool that allows company admins (Super Users) along with designated Standard Users to manually set ratings as invalid, via the RateIt Portal.

Here’s a guide that talks about this function in more detail.

Note: The ratings automatically marked as invalid by the RateIt System will not be accessible to users via the RateIt Portal/Ratings Manager.

Finally, there’s a lot to take in, so if you have any questions or need further clarification around our Validation System - please email us at support@rateitapp.com - we’d love to hear from you!

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