Customer experience trends for 2019 and looking back at 2018, NPS, Customer Loyalty
Last revised: 2016
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Listen360 respects your privacy and we appreciate your interest in our organization. Listen360, Inc. is referred to in this policy as “Listen360,” “we,” “our” and “us.”
This policy applies to our collection, use and disclosure of information that we collect (i) from respondents (as further described below) via email and web submission forms about certain interactions that the respondent has had with our clients (as further described below), (ii) from our clients in connection with the services that we provide to them; and (iii) through our web submission form on our “Contact Us” page on our Listen360.com website from persons who voluntarily submit their contact information to us
In this policy, we refer to the following terms: “client” as a business with whom we have an established business relationship for the use of our customer feedback system and services to solicit, collect and report voluntary feedback provided to us with respect to our client; “respondent” as a person who voluntarily provides us feedback regarding our client; “Listen360 Services” as our services to solicit, collect and report respondent feedback to our clients; and “Digital Properties” as our Listen360.com website and those other websites from which we provide the Listen360 Services.
Information that Listen360 Collects / Use of Collected Information
Listen360 is not in the business of selling or otherwise distributing personal information. Listen360 only shares information with third parties, such as our clients, as described in this policy or as described at the time the information is collected. For example, Listen360 may, at the request of a client, ask for a respondent’s contact information so a client can follow up with the respondent about their feedback regarding that client. We only collect personal information that is either voluntarily provided to us by the person who the personal information relates to (in the case of the Feedback Information and Prospect Information described below) or that is provided to us by our client (in the case of the Potential Respondent Contact Information described below).
The following is a description of the information that we collect (collectively referred to in this policy as the “Collected Information”) and how we use the Collected Information.
Digital Property Usage Information
Cookies – When you visit our Digital Properties we send one or more “cookies” to your computer or other devices. Cookies are alphanumeric identifiers stored on your computer through your web browser and are used by most websites to help personalize your web experience. Some cookies may facilitate additional site features for enhanced performance and functionality such as remembering preferences, allowing social interactions, analyzing usage for site optimization, providing custom content, allowing third parties to provide social sharing tools, and serving images or videos from third party websites. Some features on this site will not function if you do not allow cookies. We may link the information we store in cookies to any Collected Information you voluntarily submit while on any of our Digital Properties. We use both session ID cookies and persistent cookies. A session ID cookie expires when you close your browser. A persistent cookie remains on your hard drive for an extended period of time. Persistent cookies enable us to track and target the interest of our users to enhance the experience on our Digital Properties. You can remove persistent cookies by following directions provided in your Internet browser’s “help” file. Functional cookies, persistent and session type, store information to enable core site functionality, such as Live Chat and Client ID remembrance. Analytics cookies allow us to count page visits and traffic sources so we can measure and improve the performance of our site and our marketing campaigns. If you reject cookies, you may still use the Digital Property pertaining to the deleted cookie, but some features on that site will not function properly.
Web Beacons– We use Web Beacons alone or in conjunction with cookies to compile information about our Digital Properties. A Web Beacon is a tiny graphic object that is embedded in a web page or email and is usually invisible to the user but allows checking that a user has viewed the page or email. Web Beacons may be used within the Digital Properties to track email open rates, web page visits or form submissions. In some cases, we tie the information gathered by Web Beacons to the Collected Information. For example, we use clear gifs in our HTML-based emails to let us know which emails to potential respondents have been opened. This allows us to gauge the effectiveness of certain communications and the effectiveness of our services.
Analytics Software – We and our third party tracking-utility partners use log files on our Digital Properties to gather certain information automatically and store it for analytical purposes. This information includes internet protocol (“IP”) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. We use this information to track and aggregate non-personally identifiable information to analyze trends, administer our Digital Properties, track users’ movements around our Digital Properties and to gather demographic information about our user base in the aggregate.
Social Media Features and Widgets
Our Digital Properties 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 Digital Properties. Your interactions with these Features are governed by the policy of the company providing it.
Feedback Information in Social Media Feeds and Sites
At the direction of our client, we post all or a portion of the Feedback Information from a respondent in client designated social media feeds and sites. We do not include Feedback Information regarding our client in any social media feed or site unless directed to do so by our client. If the respondent voluntarily includes personally identifiable information in their feedback regarding our client, then such personally identifiable information will be publicly available in the client designated social media feed or site. In a similar manner, we may from time to time post our client’s feedback regarding our services to them in our social media feeds and sites. If you are a respondent and you do not want your personally identifiable information to be disclosed in a social media feed or site, then you should not voluntarily provide that information in your feedback that you submit to us.
Agents and Service Providers
We sometimes contract with other companies and individuals to perform functions or services on our behalf. They may have access to Collected Information that is needed to perform their functions but are restricted from using the Collected Information for purposes other than providing services for us or to us.
We reserve the right to disclose the Collected Information upon the following circumstances:
(i) as required by law, such as to comply with a subpoena, or similar legal process;
(ii) when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request; or
(iii) to any other third party with your prior consent to do so.
If Listen360 is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our Listen360.com website of such change in ownership or uses of your Collected Information, as well as any choices you may have regarding your personal information.
Access to Data Controlled by our Clients
Listen360 has no direct relationship with the respondents whose Feedback Information and Potential Respondent Contact Information we collect and process. A respondent who seeks access, or who seeks to correct, amend, or delete inaccurate Feedback Information or Potential Respondent Contact Information pertaining to him or her should direct his or her query to our client on whose behalf we collected the Feedback Information or our client who provided the Potential Respondent Contact Information to us. If our client requests Listen360 to remove a respondent’s Feedback Information from our customer management system or modify or delete the Potential Respondent Contact Information, we will respond to our client’s request within 30 business days.
We will retain the Collected Information that we process on behalf of our client as needed to provide our services to the client. We will retain and use this information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
The security of personal information is a high priority at Listen360. We maintain our Digital Properties and all associated data with technical, administrative and physical safeguards to protect against loss, unauthorized access, destruction, misuse, modification and improper disclosure. No computer system or information can ever be fully protected against every possible hazard. Listen360 is committed to providing reasonable and appropriate security controls to protect our Digital Properties and the Collected Information against foreseeable hazards. If you have any questions about security on any of our Digital Properties, you can contact us at email@example.com.
Changes to this Policy
Third Party Sites
This policy does not address, and we are not responsible for, the privacy, information or other practices of any third parties, including any third party operating any site to which any of our Digital Properties contain a link. The inclusion of a site link on a Digital Property does not imply endorsement of the linked site by us or by our affiliates.
If you have any questions regarding this policy you can contact us via email at firstname.lastname@example.org or via postal mail at:
Attn: Chief Technology Officer
11605 Haynes Bridge Rd, Suite 150
Alpharetta, GA 30009
Last revised: 2016
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Listen360 has subscribed to and will adhere to the US-EU Safe Harbor program (“Safe Harbor Program”) by adopting and implementing the Safe Harbor Privacy Principles, which include a set of frequently asked questions (collectively, the “Safe Harbor Principles”). More information about the Safe Harbor Program can be found at http://export.gov/safeharbor.
Personal Information Received From the EEA
Collected Information that we receive from clients and respondents located in the EEA may include personal information such as name, postal address, telephone number, email address, country of residence, employer, job title and department, log in credentials and password, and similar information (such information is collectively referred to in this policy as “Personal Information”).
Use of Personal Information
Agents and Service Providers
We sometimes contract with other companies and individuals to perform functions or services on our behalf. They may have access to Personal Information needed to perform their functions but are restricted from using the Personal Information for purposes other than providing services for us or to us. Listen360 requires that its agents and service providers that have access to Personal Information received from the EEA either subscribe to the Safe Harbor Principles or are subject to the EU Privacy Directive or another adequacy finding or enter into a written agreement with us that requires them to provide at least the same level of privacy protection as is required by the relevant Safe Harbor Principles.
We use reasonable physical, electronic, and administrative safeguards to protect your Personal Information from loss, misuse and unauthorized access, disclosure, alteration and destruction.
We take reasonable steps to ensure that Personal Information we process is reliable for its intended use, accurate, complete, and current to the extent necessary for the purposes for which we use the Personal Information.
Access to Personal Data
You can ask to review and correct Personal Information that we maintain about you by sending a written request to email@example.com.
Safe Harbor Enforcement and Dispute Resolution
Listen360 uses a self-assessment approach to assure compliance with this policy and periodically verifies that the policy is accurate, comprehensive for the information intended to be covered, prominently displayed, completely implemented and accessible and in conformity with the Safe Harbor Principles. If you have any questions or concerns, please write to us at the address listed below. We will investigate and attempt to resolve complaints and disputes regarding use and disclosure of personal information in accordance with the Safe Harbor Principles. If a complaint or dispute cannot be resolved through our internal process, we agree to dispute resolution using JAMS as a third party resolution provider.
Attn: Chief Technology Officer
11605 Haynes Bridge Rd, Suite 150
Alpharetta, GA 30009
The term ‘Listen360’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is located in Alpharetta, Georgia, USA. The term ‘you’ refers to the user or viewer of our website.
1. The content of the pages of this website is for your general information and use only. It is subject to change without notice.
2. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness, or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
3. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.
4. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
5. All trademarks reproduced in this website that are not the property of, or licensed to, the operator are acknowledged on the website.
6. Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.
7. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of the United States.