Sometimes, open feedback collected by Smiley Touch or Smiley Digital is irrelevant or of low quality, given by respondents unintentionally or as spam. The open feedback spam filter utilizes a machine learning model trained on real customer feedback to identify open feedback that is irrelevant to measuring customer or employee experience.
Feedback that is categorized as spam includes, for example, very short utterances, like greetings or single words, or open feedback that means nothing in any natural language. Spam can also be a row of emoticons or other symbols. Filtering applies to most languages, as open feedback is also automatically translated for spam analysis purposes. Note that the basic spam filter does not filter out swear words, non-respectful or otherwise offensive language. To do this, you need to enable Open feedback categorization.
When the spam filter turned on, spam is filtered out from open feedback both in the Open feedback widget on the Details page of HappyOrNot Analytics and in the PDF report attachment of the email report. Your HappyOrNot contact person will be happy to change the default setting of this feature for your company when needed.
Feedback categorized as spam is not deleted and can be viewed by Admins by turning the spam filter off. To view spam feedback, select the text indicating the number of hidden spam items and untick Filter Spam. To hide it again, select Feedback Guard > Filter Spam.
If a feedback item is incorrectly tagged as spam, or missed by the spam filter, select Report and Report as Spam/Report as not spam. You need Admin rights to be able to do this.