Collecting and processing your personal information
The information we collect, store and use are supplied to us, by you, when you create an account, request customer support services, fill out a form, use our website, request our services or otherwise communicate with us. The personal information we collect, store and use are set out in the table below.
What information is collected
How do we use this information
Account sign up
When you sign up for an account we collect:
All the information requested is to help you setup your account, enable you to purchase additional services and to be able to provide the service you have requested. We will also use this information to administer our services such as technical notices, updates, security and support messages.
We will also use this information to send statements, invoices and payment reminders to you, and collect payments from you. We may also contact you from time to time to gather feedback on our product.
When you browse our website, we collect:
Improving content and functionality of our website and services. Allowing us to monitor and analyse trends, usage and activities to personalise our website.
Sign up for a webinar, report, guide or another resource.
If you sign up for a webinar we will collect the following information:
We will use this information to be able to send you webinar links and resources that you have requested. If you have opted into marketing communications, we will also use your information to send you relevant marketing material relating to The Customer Happiness Score.
Request for service support by phone, email and live chat.
If you contact The Customer Happiness Score we will collect the following information:
We will also use this information to administer our services such as technical notices, updates, security and support messages. For dealing with enquiries and complaints made by you.
Sign up for email notifications and/or newsletters and marketing communications.
Send you marketing communications relating to our business that we think may be of interest to you, by email or similar technology. We will not, without your expressive consent, supply your personal information to any third party for the purpose of their or any other third party's direct marketing.You can inform us at any time if you no longer require marketing communications by unsubscribing through your account settings.
Request a product demonstration.
When you request a product demonstration, we collect:
This information is used to allow us to contact you in relation to providing a demonstration of our product and any relating services.
Completing a Customer Happiness Score survey
When you complete a Customer Happiness Score Survey, we collect:
This information is used to provide feedback and comments to ensure that we continue to provide the level of service that you as a customer expects. We may also use this information to address an issue, complaint or feedback.
Submitting a feature request
When you submit a feature request, we collect your:
This information is used to inform and enhance the Customer Happiness Score product.
Who do we share your information with?
We may disclose your personal information to our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this policy.
We may disclose your personal information to any member of our group of companies (this means our subsidiaries, our ultimate holding company and all its subsidiaries) insofar as reasonably necessary for the purposes set out in this policy.
In some cases, we may disclose your personal information where we are required to do so by law, or where a connection with any ongoing or prospective legal proceedings exist. This could include in cases where we need may need to establish, exercise or defend our legal rights or disclose information to any other law enforcement agency that has requested it.
We may send Personal Data to sub-processors as necessary to fulfill our contractual obligations to you such as:
Be advised that Jira, Active Campaign, Groove and Intercom process Personal Data outside Europe. These transfers take place in accordance with applicable security conditions enabling the protection of your Personal Data.
Keeping your personal information secure
Customer Happiness Score considers Information Security to be an essential part of its product and integral to day to day operations. For that reason, we recognise that Information Security must be embedded in the product, company culture and business process across all levels of our organisation.
To ensure service availability and security, Customer Happiness Score has a number of data protection and monitoring controls in place including, the encryption of data within a private network, all passwords are salted and hashed and these cannot be reversed. The Customer Happiness Score platform is protected against hardware failure by the use of redundant machines and processes which are connected via load balancers, in order to increase reliability and availability of applications. We store all the personal information you provide on our secure password and firewall protected servers. All live data is stored securely in Amazon Web Services (AWS) in Ireland. AWS is considered one of the top providers of cloud services and hold several certifications. On a yearly basis, AWS are subjected to independent audits to ensure they maintain the certifications.
How long do we keep your data for?
Your personal data is only stored for as long as it is required for the purpose it was initially collected for. We will retain documents (including electronic documents) containing personal data to the extent that we are required to do so by law or if we believe that the documents may be relevant to any ongoing or prospective legal proceedings.
You can edit your account information at any time through your account settings in the platform. You can also reach out to us directly to edit or update your information at email@example.com.
We are transparent about the data we hold about you and how we use it. You can instruct us to provide you with any personal information we hold about you at any time by email to firstname.lastname@example.org. We may withhold personal information that you request to the extent permitted by law.
You may instruct us at any time not to process your personal information for specific purposes such as direct marketing, profiling, research etc. You will usually give explicit consent in advance to use of your personal information for marketing purposes. You can opt out of the use of your personal information for marketing purposes at any time through your account at settings>security> GDPR. You can also contact us directly at email@example.com.
You may cancel and terminate your Customer Happiness Score account at any time. After receiving a request to be forgotten, we will permanently delete your account and all data associated with it, where there is no legal ground to process it, within 60 days of receiving the request. This request can be made by contacting us directly at firstname.lastname@example.org.
If requested, we will export your data so it can be transferred to a third party. This request can be made by contacting us directly at email@example.com
Where a data subject has exercised their Right to Erasure, Right to Restriction or Right to Rectification we will notify any third parties that your data is shared with. However, there may be cases where this is impossible or would require disproportionate effort and in those cases, we would not inform third parties of such requests.
Customer Happiness Score®, as the data processor, takes the required steps to ensure your data and your customers’ data, held in Customer Happiness Score®, remains safe, secure and compliant with the General Data Protection Regulation (GDPR) through a number of methods:
Customer Happiness Score® will not be responsible for the customer data held in your account or surveys therefore, will not be held liable for any data protection breach relating to your customer data, including, but not limited to: sending unsolicited emails and surveys without the express permission of the subscriber, any illegal or prohibited content in emails or surveys, security or password breaches and inaccurate or out of date personal information.
You agree that Customer Happiness Score® is not liable for any loss of customer data due to deletion of account, manual errors, stolen data, or any other loss of data.
You agree that as the data controller, you take responsibility for ensuring the data you collect is regularly audited, remains up to date and GDPR compliant. You are also responsible for how the feedback collected through surveys is processed and disclosed.