In past meetings of the Search Engine Strategies conferences, the session on click fraud has often resembled a steel-cage grudge match, with representatives from click-auditing firms and SEM agencies holding up examples of the major search engines’ high-handed indifference to their marketer customers’ concerns, and mouthpieces for the engines asserting that they were doing all they could to detect and root out bogus clicks—without offering any substantiating evidence.
By comparison, the session on “Auditing Paid Listings & Click Fraud Issues” at SES New York earlier this month was more like Wimbledon than the World Wrestling Federation.
Part of that difference may have been due to a change in the roster. Rather than pitting a tag team of click auditors against the major engines, the dais this time had only one, Tom Cuthbert, president and CEO of Click Forensics. He was joined by Shuman Ghosemajumder, Google’s business product manager for trust and safety and something of a “Mr. Invalid Clicks” at these events, and by Reggie Davis, making his first appearance at a search gathering since being named Yahoo! Search Marketing’s vice president of marketplace quality. Also participating in the discussion was John Marshall, CEO of Click Tracks, a Web analytics firm.
The change of structure seemed to indicate a desire to get away from the harsh accusations of past years and get down to talking in greater detail about where click fraud is being successfully detected and where it’s still an active concern. That more level tone suits the current agendas of both Google and Yahoo!, who in the weeks leading up to the conference were more forthcoming than they’ve ever been about the scope of the problem on their search networks.
As a result, Ghosemajumder was able to assume that his audience had already absorbed the information Google had released on the levels of detection it deploys to spot invalid clicks and what those filters find: namely, that less than 10% of all the clicks on its network are flagged as invalid by automated detection and not billed to advertisers at all, with a further 0.02% detected after billing and credited to marketers’ accounts.
Google deploys a three-stage system for detecting fraud, using real-time automated filters to pick up suspect click patterns on its search network and offline traffic analysis to flag problems on its AdSense network of partner Web sites. If those proactive levels don’t pick up all the suspect clicks, then Google deploys reactive live investigation, usually in response to an advertiser report.
As Ghosemajumder explained it, Google has a strong incentive to spot as many invalid clicks as it can during the first proactive stage of this detection process. Catching and filtering fraud in real time isn’t possible in most other industries subject to fraud; credit card companies can detect fraud after the fact, but that still carries some cost, in terms of deactivating cards, issuing new ones and handling refunds to consumers and chargebacks to merchants.
As a result, he said, Google purposely sets its click detection levels high to make sure invalid clicks don’t go through and get charged to advertisers’ accounts—even if that means the company fails to bill advertisers for some perfectly fine clicks. “We cast our net wide enough to have a high confidence of catching the actual malicious clicks,” Ghosemajumder said. “The clicks themselves aren’t blocked. If a legitimate click gets detected as invalid, that click can still wind up converting for the advertiser.”
The process of detecting invalid clicks differs from spam e-mail detection in one fundamental way, Ghosemajumder told the SES audience. In spam filtering, false positives are an unacceptable result, and sending a legitimate e-mail to a spam folder is as wrong as letting actual spam get through.
But Google would rather err on the side of caution and judge some valid clicks as bogus, even though the company loses revenue by not charging for these false positives. “That’s okay from a competitive standpoint,” Ghosemajumder said. “We ultimately compete on [return on investment]. We compete on the basis of results that we deliver for advertisers. So if we’re giving some legitimate clicks away for free, we’re simply providing an enhanced ROI for advertisers.
“We want to see more over-reporting [of click fraud] rather than under-reporting.”
Ghosemajumder said that while publishers taking part in Google’s AdSense network would also take a revenue hit from these false positives, that risk is “part of the bargain” of being in the network. “We’re going to look after our advertisers first and foremost because they’re the ones who fund the network,” he said.
That argument seems designed to rebut past criticisms that the big search engines lack a financial incentive to attack click fraud because they stand to benefit from the revenue it brings in.
Of course, saying that over-rigorous fraud detection makes good business sense doesn’t make it so. But as further proof of Google’s good intentions, Ghosemajumder pointed to a number of measures the company has begun evangelizing about that should help reduce the instances of real or perceived fraud. These include the use of auto-tagging on AdWords ads, giving each click a unique ID; that way, advertisers will be able to distinguish an actual click from a simple page reload, something they can’t do using only their Web logs.
Last year, Google also introduced reporting on both the number and percentage of invalid clicks in advertisers’ campaigns, Ghosemajumder pointed out. The company plans to launch enhanced click reporting this quarter and will roll out an online resource center on invalid clicks. Google will also host an Invalid Clicks Advertiser Forum on May 2 to discuss best prevention practices and get feedback from 200 large search marketers.
Yahoo! vice president Reggie Davis conceded that his company had not done a good job in the past of communicating its anti-click fraud initiatives to advertisers—partly because of pending litigation, which he helped direct in his earlier job as the company’s associate general counsel.
“There’s a significant disconnect between what we do inside the company to manage click fraud and traffic quality and what’s know external to the company,” he told that audience. “It’s important for us to step forward and say, ‘We can do a better job.’ We’ve learned from our challenges around litigation and it’s clear that we need to have better disclosure, better communication.”
Yahoo!’s aim, Davis said, is to shake up the existing process of filtering clicks on the front end and investigating and issuing refunds on the back end. “We want to offer greater instrumentation, greater functionality and greater interactivity with our advertisers so we can work together to shape the quality of our traffic,” he told the audience.
Like Google, Yahoo! released the first stats on its invalid click problem in the weeks before SES, saying that it tagged and discarded between 12% and 15% of its overall click traffic. Again, not all those clicks represented true fraud, Davis said. Some of them were bogus while others were just “less consistently converting traffic for some of our advertisers”. And as in Google’s case, some of those catches were false positives that were not charged to marketers but may have converted nonetheless.
Davis said Yahoo!’s Marketplace Integrity Team has been reviewing publishers in the Yahoo! content network weekly and taking action against those who are not complying with the company’s site guidelines. The company has also been dong deep analysis around specific verticals and keywords that seem to be more vulnerable than others to fraud and pressing advertisers to use its conversion tools.
“Help us help you,” he said. “Provide us with more information around conversion data. If you do, we’ll be in a much stronger position to analyze your traffic and provide you with better quality traffic.” Sharing that conversion data has been a sticking point in the click fraud fight; many advertisers are reluctant to give the search engines that much visibility into how well search marketing performs for them.
And quality scoring of pay-per-click ads under Yahoo!’s new Panama platform—delivering and ranking ads based in part on their clickability, not solely on marketers’ bids—has led to a “significant reduction in the number of claims coming in from advertisers seeking refunds,” Davis said.
In the coming month, Yahoo! will launch an online Marketplace Quality Center to keep advertisers informed about the company’s click-fraud and traffic-quality initiatives and to accept their input. Davis said the plan is to roll out a password-protected site that will let advertisers submit requests for click inquiries over the Web.
“We’re ready to work with you,” he told the audience. “We want to make sure that you’re getting the quality of traffic you want. Nobody here is going to be 100% right. My job, and my team’s job is to do the best we possibly can, so that it’s an easy decision for you to continue to advertise with us, continue to spend money with Yahoo! and continue to get quality traffic.”
Other Yahoo! initiatives for 2007 include quality-based pricing, with discounts for poorly converting traffic; domain blocking; an ad council forum for gathering advertiser feedback; and more detailed refund reporting, so marketers can have a better understanding of what traffic is being credited and why.
Click Forensics’ Cuthbert said anecdotal reports from the 3500 companies participating in its Click Fraud Network suggested that indeed, “things are improving.”
“We’re bullish on things that are going on in the [click fraud detection] space,” he said. “We think this is actual progress.” Specifically, he commended Google for introducing IP exclusion and enhanced invalid click reporting, and praised Yahoo!’s appointment of a VP-level executive to take charge of traffic quality and for the prospect of domain-level blocking.
But none of these advances eliminate the need for third-party auditors who can certify that search engines are providing the quality of traffic that advertisers expect, he said. “Advertisers are not satisfied having the publishers monitoring what’s going on in their campaigns,” he said. “Television, radio and print all have their own third-party entities.” Both Yahoo! and Google have committed to working with outside click auditors, he added, and progress is being made in that direction.
“The industry needs third parties, and I believe that both Yahoo! and Google understand that,” Cuthbert said.
But Ghosemajumder suggested that unlike TV or print marketers, online advertisers already have access to a number of tools that can tie advertising directly to sales but that require some expertise to use properly. Advertisers may wish to outsource those functions—which is where third parties can play a part, he said.
Click Tracks’s Marshall relayed a case study to illustrate how difficult an art it can be to distinguish a case of click fraud from simply a poor-performing ad. One of his company’s pay-per-click ads suddenly started seeing a large increase in traffic without a corresponding sales increase. But on first analysis the traffic looked okay, coming from different IP addresses, 89% of them within the U.S., and with the browsers performing in un-clickbot-like fashion, executing JavaScript, loading images and accepting cookies.
But 90% to 95% of the visits looked only at a single page on the Click Tracks site, and the referring domain “looked suspicious.” Click Tracks concluded that something bad was going on, submitted the claim and received a credit for fraud, Marshall says.
The moral: Even for a company “above average” in Web analysis, it was hard to tell when click activity was invalid. Marshall urged the audience to toss out the notion that any automated tool could examine the data and draw correct conclusions about a click’s legitimacy.
Instead, human analysts at Click Tracks used metrics based on intimate knowledge of their Web site to spot anomalies in such metrics as the average time spent on site. If a campaign differs on a number of data points from other campaigns run by the same marketer, fraud may be a possibility.
But Marshall cautioned against relying of ROI—or rather a lack of it– as a fraud indicator, since advertisers running ads against a large list of keywords will often have many campaigns that produce no meaningful ROI
“I’m of the opinion that examining what’s going on in different campaigns requires human judgment,” he said. “Sort your campaigns on different criteria, and then look at those that are different in some definable way.”
And if such examinations pick up poor-performing ads rather than instances of fraud, Marshall had this comment: “So what?”
A poor performer among search ads needs fixing just as urgently as a case of click fraud needs investigation, he said. “Either way, the ad should be fixed.”
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