Metric Manipulation Detection
Exposing artificial inflation in performance metrics through customer journey analysis
The Challenge
Resolution Rate was a critical KPI for the customer support operation, directly impacting partner performance evaluations and bonuses. However, the reported metrics seemed disconnected from actual customer experience feedback.
"Customer satisfaction scores were declining, yet Resolution Rate metrics showed consistent improvement. We suspected the numbers weren't reflecting reality."
Our team was tasked with conducting a deep-dive analysis of 60 complete customer journeys to understand the disconnect between reported metrics and actual customer outcomes.
The Shocking Discovery
Artificial Inflation Exposed
In one customer journey, we found 22 "Yes" responses logged against a single cancelled order from 2018—the only order on that customer's account. Further investigation revealed:
Critical Finding: All incidents were marked "solved" with zero customer contact. Just 2 agents were responsible for all the manipulation.
Reported vs. Actual Resolution Rate
29% Artificial Inflation Detected
Based on analysis of 60 complete customer journeys
System Vulnerabilities Identified
Survey Trigger Flaws
System showed only 2 resolution attempts but recorded 10 "No" survey responses—indicating trigger algorithm malfunction.
41% Extra "No" Responses
In journeys with trigger flaws
Loophole Exploitation
Agents could create multiple incidents without customer contact, marking all as "solved" to artificially boost resolution metrics.
Zero Accountability
No verification of customer contact
Detailed Analysis
| Metric | Value | Impact |
|---|---|---|
| Total Customer Journeys Studied | 60 | Complete end-to-end analysis |
| Total RR Responses Recorded | 600 | 161 Yes, 439 No |
| Unethically Gained Responses | 45 | 28% of all "Yes" responses |
| Reported Resolution Rate | 27% | Inflated metric |
| Actual Resolution Rate | 21% | True performance level |
| Journeys with System Flaws | 5% | Survey trigger issues |
Impact Delivered
Truth Unveiled
Exposed actual vs. reported performance with 29% inflation gap, providing leadership with accurate data.
System Vulnerabilities Documented
Identified specific loopholes agents exploited to manipulate KPIs without detection.
Survey Algorithm Flaws
Revealed trigger malfunction causing 41% extra negative responses in affected journeys.
Process Improvements
Provided actionable recommendations for metric validation and quality control mechanisms.
Our Recommendations
- Implement validation controls requiring proof of customer contact before marking incidents resolved
- Fix survey trigger algorithm to ensure accurate response capture aligned with actual resolution attempts
- Regular journey-level audits instead of transaction-only reviews to catch systematic manipulation
- Automated anomaly detection to flag unusual patterns like multiple incidents without customer interaction
- Transparent reporting dashboards showing both reported and validated metrics for leadership visibility
Ensure Metric Integrity
Our customer journey analytics reveal the truth behind your performance metrics.
Request Analysis