InteractCM - Fact Sheet - Customer Information Quality Audit

Customer information is an organisation's key strategic asset, and "information mastery" has the potential to create a powerful source of competitive advantage for an organisation. However, unless under-pinned with continuous data quality improvement programs, the quality of large customer databases can deteriorate by as much as 50% in one year through obsolescence, data errors, duplication and other factors.

As a key strategic asset, it is vital that the quality of customer information is understood and measured. InteractCM's Customer Information Quality (CIQ) Audits provide a comprehensive, whole-of-business assessment of an organisation's status with regard to CIQ.



	Sustained high levels of undeliverable mail or email messages
	Inability to match customer records for Customer Relationship Management
	Increasing customer complaints
	Poor take-up of new product offerings due to incorrect targeting
	Missing key information such as date of birth and email address


	Concise, accurate, executive level assessment of current CIQ
	Proven, achievable methodology for upgrading CIQ across all aspects of the organisation
	Fully-justified business case for the CIQ upgrade plan

InteractCM has established a robust, internationally-recognised process for the assessment of Key Customer Information Quality (CIQ) across multiple product systems and business areas.

Components of customer information quality include Completeness, Validity, Accuracy, Currency, Consistency and Relevancy. Of these, metrics around Completeness (data field is populated), Validity (data conforms to standard format) and Accuracy (data reflects the real world) are typically collected, collated and reported across product systems at regular intervals, eg quarterly. Metrics may be aggregated up to a single set of Customer Information Quality metrics for Executive level reports using client-defined weightings.

InteractCM's CIQ Reporting process is a crucial component of the Management Information System for any organisation with large B2C and B2B customer databases.

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