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Hello Customer Privacy Policy

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Privacy Policy

EFFECT DATE SEPTEMBER 15th Jan 2016 - LAST REVIEWED AND UPDATED September 30th 2017

This Policy

This privacy policy applies to www.hellocustomer.com and all sub domains owned and operated by Hello Customer (“Hello Customer”). Hello Customer is committed to safeguarding the privacy of your personally identifiable information (“PII”).

For the purposes of this policy, Hello Customer defines the term “client” as a business with which Hello Customer has an established relationship, “customer” as a customer of a Hello Customer client, and “respondent” as an individual who takes Hello Customer’s surveys independent of Hello Customer’s clients.

This privacy policy covers how Hello Customer handles personally identifiable information, including personally identifiable information associated with the URLs HelloCustomer.com and opinions.hellocustomer.com.

Adequacy under E.U. Law

Hello Customer uses approved Standard Contractual Clauses for the transfer of data collected in the European Economic Area and Switzerland to the United States, and is available to enter into Standard Contractual Clauses with clients that transfer such data to Hello Customer.

To contact Hello Customer regarding this privacy policy or the Standard Contractual Clauses, you may reach Hello Customer using the contact information provided at the bottom of this policy.

Information Hello Customer Collects

Hello Customer collects survey and other market research data about individuals’ usage of products and services. The data is used by Hello Customer clients to improve their products and services.

Hello Customer does not receive, use or collect personally identifiable information, such as names, addresses, phone numbers and e-mail addresses, except under the following circumstances:

  • When an existing or prospective client goes to www.HelloCustomer.com to request a demonstration of a Hello Customer product, he or she must provide contact details including person-specific information (name, title, phone number and e-mail address) and organization-specific information (name and address). Hello Customer also collect some marketing contact information such as name and email address through third parties.We use these information for marketing purposes only. Hello Customer may also append the information collected through our website, through emails, other contact with the individuals, in order to improve our website and services.
  • When Hello Customer surveys customers on behalf of its clients, it receives customers’ personally identifiable information from its clients. Hello Customer enters into confidentiality and non-disclosure agreements with clients that legally obligate Hello Customer to protect the personally identifiable customer information it receives and use it only for the purposes specified in the contract. From time to time Hello Customer may collect personally identifiable information during a survey, if requested to do so by a client. This personally identifiable information will be shared with the client, and will be used as described in that survey. Hello Customer may, with the written consent of its clients, ask questions of customers for whom it has received personally identifiable information, and bundle in an aggregate form. Before providing any survey results to third parties, responses are stripped of personally identifying or client-identifying information, aggregated, and adjusted using Hello Customer’s proprietary methodologies.

When collecting data from survey respondents, Hello Customer does not collect sensitive personally identifiable information such as: credit card numbers, social security numbers, political opinions, religious or philosophical beliefs, or trade union membership. Hello Customer does collect demographic information for statistical purposes. Responses to demographic questions are entirely voluntary.

Hello Customer and its service providers use cookies primarily to identify returning users from the same computer and ensure the integrity of its research. As part of its basic uses of Internet technology to provide surveys, Hello Customer also collects technical information such as: respondent IP address; the date and time at which respondents access Hello Customer’s website and respondent HTTP request headers.

Location-based services

Some of the surveys Hello Customer provides on behalf of its clients ask the clients’ customers to provide their location data, including the real-time geographic location of the customer’s device.  This data will only be collected with the customer’s consent.  The location based-data allows Hello Customer to provide surveys that related to a client’s specific store, restaurant, hotel or other business location. All such information will be shared only with the client on whose behalf dealt with in accordance with the terms of this Privacy Policy.

Cookies: Survey and Reporting Application

Hello Customer and its service providers use cookies primarily to identify returning users from the same computer and ensure the integrity of its research. As part of its basic uses of Internet technology to provide surveys, Hello Customer also collects technical information such as: respondent IP address; the date and time at which respondents access Hello Customer’s website and respondent HTTP request headers. Hello Customer also uses third-party analytical cookies for tracking web traffic and usage.

Cookies: Website

As is true of most web sites, we gather certain information automatically and store it in log files. This information may include internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and/or clickstream data.

In order to improve services we offer you, to improve marketing, analytics, or site functionality, we may combine this automatically collected log information with other information we collect about you.

Technologies such as: cookies, beacons, tags and scripts are used by Hello Customer and our partners, or analytics or service providers These technologies are used in analyzing trends, administering the site, or tracking users’ movements around the site. We may receive reports based on the use of these technologies by these companies on an individual as well as aggregated basis.

We use cookies to enhance the user’s experience on our website, for example to complete forms, identify returning users and offer related content. Users can control the use of cookies at the individual browser level. If you reject cookies, you may still use our site, but your ability to use some features or areas of our site may be limited.

Protection of Personally-identifiable Information

Hello Customer is not in the business of selling or renting personally identifiable information gathered on its website or in the course of client work to third parties. Hello Customer shares information with third parties, such as its clients, only as described in this policy or as described at the time information is collected. For example, Hello Customer may, at the request of a client, ask you for your email address so a client can follow up with you about your responses to a survey. The provision of such information is typically voluntary, and at all times participation in a survey is, of course, voluntary.

Voluntary Participation

Individuals may choose not to participate in Hello Customer’s research and are under no obligation to take surveys sent to them.  An opt-out choice is included in communications to individuals where required, and those who exercise it will be added to Hello Customer’s opt-out list for the relevant client within ten (10) business days of unsubscribing. For each client, Hello Customer does not send survey invitations to any e-mail address on the applicable opt-out list. Hello Customer also provides its opt-out lists on a timely basis to its clients and third party agents so that they may properly update their records.

Individuals may also elect to opt out at any time from receiving email from Hello Customer regarding Hello Customer’s products and services.  An opt-out choice will be added to Hello Customer’s opt-out list for communications about products and services within ten (10) business days of unsubscribing.

Individuals who wish to reverse an earlier unsubscribe option may contact Hello Customer’s Privacy Contact (see contact information below) to change their opt-out status.

Access

Customers and respondents may contact Hello Customer (see Privacy Contact below) at any time if they feel there is an error in their personally identifiable information or request deletion of personally identifiable information. Because Hello Customer generally receives and retains personally identifiable information as an agent of its clients, it will usually refer individuals reporting inaccuracies in their personally identifying information to the originating source for correction.

Subsequent to verifying the identity of a person making a request, Hello Customer will respond to a request for offline access to personally identifiable information within 30 days of receiving the request.

Data Retention

We will retain your information for as long as needed to provide you services. If you wish to request that we no longer use your information to provide you services contact us at the contact information listed below, and we will coordinate with the Hello Customer client for which the data was collected. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Security

We understand the importance of data security to our customers—many of whom operate in highly regulated industries like finance, healthcare, and energy; as such, we maintain industry-leading security practices to protect their data. Such practices include storing data in ISO 27001 certified data centers, hardening our systems according to industry best practices, segregating customer data, continuously scanning and monitoring our network, and role-based access control.

Legal Disclaimer

When requested by legal authorities to disclose personally identifiable information, Hello Customer will inform the court of various factors justifying confidentiality and respondent anonymity. However, Hello Customer may be required by law to disclose personally identifiable information where judicial or other governmental subpoenas, warrants, or orders are properly issued or if the Hello Customer reasonably believes that use or disclosure is necessary to protect its rights. Individuals’ unsubscribe option in no way limits Hello Customer’s use, disclosure or distribution of personally-identifiable information to the extent such use, disclosure or distribution is required by law, court order or other valid legal process.  Hello Customer will communicate with the affected client as soon as possible, unless prohibited by law or court order.

If Hello Customer is involved in a merger, acquisition, or sale of all or a portion of its assets, Hello Customer may transfer your data.  In such a circumstance, you will be notified via email and/or a prominent notice on our Web site of any change in ownership or uses of your personally identifiable information, as well as any choices you may have regarding your personally identifiable information.

Links to 3rd Party Sites

Our Site includes links to other Web sites whose privacy practices may differ from those of Hello Customer. If you submit personally identifiable information to any of those sites, your information is governed by their privacy policies. We encourage you to carefully read the privacy policy of any Web site you visit.

Social Media Features and Widgets

Our Web site and some surveys include Social Media Features, such as the Facebook Like button and Widgets, such as the Share this button or interactive mini-programs that run on our site. These Features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the Feature to function properly. Social Media Features and Widgets are either hosted by a third party or hosted directly on our Site. Your interactions with these Features are governed by the privacy policy of the company providing it.

Testimonials

We display personal testimonials of satisfied customers on our site in addition to other endorsements. With your consent we may post your testimonial along with your name. If you wish to update or delete your testimonial, you can contact us at privacy@hellocustomer.com.

Blogs

Our Web site offers publicly accessible blogs. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them. To request removal of your personally identifiable information from our blog or community forum, contact us at privacy@hellocustomer.com.

Notification of Changes

If we decide to change our privacy policy, we will post these changes to the Hello Customer website. All changes will be posted to this privacy policy, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. The date of last revision will be shown on the website.

We reserve the right to modify this privacy policy at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by e-mail, or by means of a notice on our home page prior to the change becoming effective.

Privacy Contact

If you have any questions or comments about this privacy policy or the practices of this site, or unresolved privacy and data use concerns, please contact Hello Customer.