LAST UPDATED: Wednesday 29 November 2017

This is the web site of Customer Thermometer Ltd t/a CustomerThermometer.com of The Old Chapel, Union Way, Witney, Oxfordshire, UK, OX28 6HD.

Customer Thermometer regards the privacy of our visitors, customers and respondents with the utmost importance. This document sets out how we control and manage your data. Choose the link below which best fits your reason for visiting.

For Visitors browsing www.customerthermometer.com

For Customer Thermometer account holders

For Thermometer respondents

Additional information for EU visitors

Cookies

For further information about our Privacy Policy, contact us at inbound [at] customerthermometer [dot] com

For visitors browsing CustomerThermometer.com

For each visitor to our website, our web server automatically recognizes information of your browser, IP address, City/State/Country.

The information we collect is used for internal review (and is then discarded), used to improve the content of our Web page, used to notify consumers about updates to our Web site, disclosed when legally required to do so, at the request of governmental authorities conducting an investigation, to verify or enforce compliance with the policies governing our Website and applicable laws or to protect against misuse or unauthorized use of our Website, to a successor entity in connection with a corporate merger, consolidation, sale of assets or other corporate change in relation to the Website.

Cookies:  We use cookies to store visitors preferences, record user-specific information on what pages users access or visit, customize Web page content based on visitors’ browser type or other information that the visitor sends.

If you provide us with your email address and do not want to receive e-mails from us in the future, please let us know by contacting us at the email address above address.

We will NEVER make your e-mail address available to 3rd parties.

We use a third-party tracking service called Google Analytics that uses cookies to track non-personally identifiable information about visitors to our site.  This information includes IP addresses, browser type, internet service provider (ISP), referring/exit pages, operating system and date/time stamp.  We use this information, which does not identify individual users, to analyze trends, to track users’ movements around the site and to gather demographic information about our user base as a whole.

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice.  If our information practices change at some time in the future we will post the policy changes to our Web site to notify you of these changes and we will use for these new purposes only data collected from the time of the policy change forward. If you are concerned about how your information is used, you should check back here regularly.

Visitors may prevent their information from being used for purposes other than those for which it was originally collected by e-mailing us at the email address above.

Upon their request we provide site visitors with access to all information (including proprietary information) that we maintain about them.

Consumers can access this information by e-mailing us at the email address.  Upon request we offer visitors the ability to have inaccuracies corrected in contact information.  Consumers can have this information corrected by emailing us at the email address.

Security: We have appropriate security measures in place to protect against the loss, misuse or alteration of information that we have collected from you at our site.

If you feel that this site is not following its stated information policy, you may contact us at the email address shown above.

For Customer Thermometer account holders

Account registration

In order to use the free or paid-for versions of Customer Thermometer, you must first complete the registration form and create a username and password. During registration you are required to provide your email address.  We will use your email address to provide you with service updates.  These are used to give you a better understanding of the service, what it offers, and how to get the most from it.

Billing

If you make a payment to us, we will require you to provide your billing details, such as a name, address, email address and financial information (eg a credit card number and expiration date).  We will regard your billing address as the location of the owner.

This data is not held by us, but by our secure payment providers.

Contact from our team

We will send you service-related announcements when it is appropriate to do so.  For instance, if our service is temporarily suspended for maintenance, we may send you an email.  Service-related emails are also sent confirming billing transactions, account upgrades, and account cancellations.

Based upon the information you provide us with on registration, we will send you a welcome email.  We will also communicate with you in response to your enquiries, to provide the services you request, and to help you manage your account.

User Profile

We store information that we collect through user input, cookies and web server log files. Details of the user’s profile may be used to contact the user as required.  Profile information may be updated at any time by clicking on the Account button when logged into our account.

Storage and usage of your respondents’ data

Survey data is owned by the account holder.  Not only that, but we treat your Thermometers, Lists, Blasts and results privately.  We do not sell them to anyone and we do not use the survey responses you collect for our own purposes, unless you’ve made your survey responses public and given us permission to cite them.  We safeguard respondents’ email addresses.  We work by sending surveys via email.  In order to do this, account holders upload lists of email addresses for your intended recipients. In this instance, we act solely as a custodian of the email data.  We do not sell these email addresses and we use them only as directed by you and in accordance with this policy.

Data collected through Thermometer surveys is owned solely by the Thermometer sender.  By default, the data is only accessible by providing a username and password and logging into the application.  We will never access this data (unless authorised) or use any of the data collected.

We keep your data securely.  We are committed to protecting the security of your data. We use a variety of security technologies and procedures to help protect your personal information from unauthorised access, use or disclosure.  For example, we store the personal information you provide in computer servers with limited access that are located in controlled facilities.

We will never share any customer contact data uploaded to our application with third parties.

We will never access any customer contact data uploaded to our application, unless specifically authorised to do so, in writing by the account holder.  Even then, strict controls are in place to ensure security and integrity.

We will process your this data on your behalf and under your instructions (including the ones agreed to in this privacy policy).

Data protection

Being a business based in the UK, we are registered with the UK’s Information Commissioner’s Office.

We provide account holders with the ability to:

  1. i) Update your account details. You can update your registration and other account information on your Account page.  Information is updated immediately.
  2. ii) Download/backup your reporting data. We provide you with the ability to export data in CSV format.  This allows you to create your own backups or conduct offline data analysis.

iii)  Delete your contact and reporting data.  To the extent permitted by law, we will permanently delete your data if you request to cancel your account.

  1. iv) Cancel your account. To cancel and delete your account, please contact customer support. Deleting your account will cause all the data in the account to be permanently deleted, as permitted by law, and will disable your access to your account.  We will respond to any such request, and any appropriate request to access, correct, update or delete your personal information within the time period specified by law (if applicable) or without excessive delay.  We will promptly fulfil requests to delete personal data unless the request is not technically feasible or such data is required to be retained by law (in which case we will block access to such data, if required by law).

How long do we retain your data for?

We retain your data for as long as you hold an account with us, or to comply with our legal obligations, resolve disputes, or enforce our agreements.  Data that is deleted from our servers may remain as residual copies on offsite backup for up to approximately 12 months afterward. 

Exceptions to the sharing of personal data

We do not share any personally identifiable information with any third parties except as indicated below:

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or to comply with a judicial proceeding, court order, or legal process.

For Thermometer respondents

Overview of Customer Thermometer

Surveys are created and sent by our account holders. We track responses clicked and collect these responses. They are only viewable by the Thermometer creator.  If you have any questions about a survey you are responding to, please contact the Thermometer sender directly (using the reply email address on the Thermometer) as we are not responsible for the content of that survey or your responses to it.  The Thermometer sender is usually the same person that sent our email to you and sometimes they have their own privacy policy.

Are your response(s) anonymous?

No, all responses (except Outlook and Gmail Thermometers) are tracked by email address.  The Thermometer creator can tell which response you clicked and what time you clicked it.

Do we sell or share your response(s)?

We do not sell or share your responses with 3rd parties (although the Thermometer sender might, so best check with them).  We merely acts as a custodian on behalf of the Thermometer creator who controls your data.

Are you offended in any way by a Thermometer survey?Please contact us at the address above immediately.

We do not tolerate surveys which engage in illegal activity or contravene our terms of use in any way.  Any such users will have their accounts immediately and permanently removed from our system.

How does Customer Thermometer use the information we collect from you?

Your responses are owned and managed by the Thermometer sender, and we treat that information as private to that sender.  Please contact the Thermometer sender directly to understand how they will use your survey responses. Some Thermometer senders may provide you with a privacy policy or notice at the time you take their survey and we encourage you to review that to understand how the Thermometer sender will handle your responses.

We collect your email address when the Thermometer sender provides it to us.  We only use this to send you an email at the direction of a Thermometer sender.  The emails we send on behalf of a Thermometer sender appear to come from that individual’s email address.

We also use the information we collect from you (including usage data, device data, referral data and information from page tags) to manage and improve our services.

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or to comply with a judicial proceeding, court order, or legal process.

What are your rights to your information?

Contact the Thermometer sender to access and correct your responses and personal information. Because we collect survey responses on behalf of Thermometer senders, you will need to contact the Thermometer sender if you have any questions about the survey, or if you want to access, update, or delete anything in your responses.  We provide Thermometer senders with tools to maintain the responses they collect through their surveys.  We cannot provide you with this access since survey responses are the Thermometer sender’s private information.

Would you like to opt out of receiving Email Thermometers?

You may opt out of receiving Email Thermometers from a specific Thermometer sender by clicking the ‘unsubscribe’ link on any Thermometer email.  Should this not happen, automatically contact us and we will take action with the Thermometer sender.

We are unable to automatically unsubscribe contacts from Embedded Thermometers, as we do not have control of that data.

Additional notes for customers and visitors based within the European Union

Please note that we may transfer collected information outside the European Economic Area for storage on our servers in the United Kingdom.  By using our web site and providing us with your personal data, you consent to such transfer of your personal data.

“Personal data”.

For users located in the EU, references to “personal information” in this policy are equivalent to what is commonly referred to as “personal data” in the EU.

About IP addresses.

Our servers record the incoming IP addresses of visitors to our websites (whether or not the visitor has a Customer Thermometer account) and store the IP addresses in log files.  We use these log files for purposes such as system administration and maintenance, record keeping, tracking referring web sites, inferring your location, and security purposes (e.g. controlling abuse, spam and DDOS attacks).  We also store IP addresses along with certain actions you take on our system.  By agreeing to this privacy policy, you expressly consent to us using your IP address for the foregoing purposes.  If you wish to opt out from the foregoing consent to use your IP address, you must cancel your account
(if you have one) or not respond to a survey if requested to do so.

Data controller.

Customer Thermometer Ltd, whose contact information is listed above, is the data controller for registration, billing and other account information that we collect from users in the EU.  However, the data controller for survey data is the Thermometer creator.  The creator determines how their Thermometer questions and responses are used and disclosed.  We only process such data in accordance with the instructions and permissions (including those given under this privacy policy) selected by the creator when they create and administer their survey.

Accessing and correcting your personal data.

You have the right to access and correct the personal information that we hold about you.  This right may be exercised through by visiting your Account page.

In collecting and processing personal data, we commit to comply with the principles set out in applicable data protection legislation (including the General Data Protection Regulation – “GDPR”) relating to lawfulness, fairness and transparency, purpose limitation, data minimisation, accuracy, storage limitation, integrity and confidentiality.

Your right to object to processing for marketing

You have the right to ask us not to process your personal data for marketing purposes.  You can exercise such right at any time by contacting us at gdpr@customerthermometer.com.

Your other rights (apart from the correction right described above)

  • Access right – the right to confirmation as to whether or not your personal data is being processed by us and access to your own personal data. See below – Further Details of Access Rights
  • Erasure right – you can request erasure of your personal data held by us if (1) it is no longer necessary for the purpose for which we collected it; (2) you have withdrawn your consent (if applicable) or have objected to processing and we have no other justification for processing the data; or (3) it was processed unlawfully or we are under a legal obligation to erase it. If one of these grounds exists and we have no grounds for retaining or processing your personal data, we will erase it without delay.
  • Restriction right – this will apply (1) if you contest the accuracy of your personal data we hold, until we can verify its accuracy; or (2) if processing is unlawful; or (3) if you wish us to preserve it for a legal claim or (4) if you object to processing based on our or a third party’s legitimate interests, until we decide which interests prevail. We will notify you before lifting a restriction.
  • Right to object – you can object to our processing of your personal data for statistical purposes, but this will affect the services we are able to provide and we will stop processing unless we can demonstrate a compelling legitimate ground.
  • Right to data portability – This right only applies if (1) our processing of your personal data is based on consent (which must be explicit consent for special categories of personal data) or (2) it is needed to enter or perform a contract with you; (3) the processing is done by automated means and it does not adversely affect the rights and freedoms of others. If it applies, you have the right to receive the personal data which you originally provided to us (but not inferred or derived data) in a structured, commonly used and machine-readable format and to transmit such data to another controller.  This includes transmission from one controller to another, where technically feasible.

Unless it proves impossible or involves disproportionate effort, where rectification, erasure or restriction occurs, we will communicate this to each recipient to whom the personal data have been disclosed and if you request, we will inform you about those recipients.

Further Details of Access Rights

Where we confirm that we are processing your personal data, we will provide the following information:

  • The purposes of the processing;
  • The categories of personal data concerned;
  • The recipients or categories of recipients to whom the personal data have been or will be disclosed;
  • How long your personal data will be stored or the criteria we will use to decide this;
  • Where we have not collected the personal data from you, available information as to the source;
  • Whether we use automated decision-making (including profiling), and, if so, the logic used and the consequences of such processing;
  • If your personal data is transferred to a third country or an international organisation, what safeguards have been applied to protect your personal data and rights.

Right to complain

You can raise any complaint with us or, if you prefer, with the information Commissioner’s Office – see www.ico.org.uk.

Your responsibilities.

By using our services, you agree to comply with applicable data protection requirements when collecting and using your survey data, such as requirements to inform respondents about the specific uses and disclosures of their data.

Changes to this privacy policy.

We may modify this privacy policy at any time, but if we do so, we will notify you by publishing the changes on this website. If we decide the changes are material, we will provide you with additional, prominent notice as is appropriate under the circumstances, such as via email.

For any changes to this privacy policy for which you are required to provide prior consent, we will provide you with reasonable notice of such changes before they become effective and provide you with the opportunity to consent to those changes.  If you do not cancel your account and continue to use our services beyond the advance-notice period, you will be considered as having expressly consented to the changes in our privacy policy.  If you disagree with the terms of this privacy policy or any updated privacy policy, you may either close your account (if you have one) at any time or not respond to a Thermometer survey..

Cookies

The following section explains what cookies are, which ones are collected by us and how they are used on our website.

How We Collect Information

Cookies are small text files that are placed on your computer by the websites that you visit.  They are commonly used in order to make websites work by tracking goods that you have placed in a basket, or work more efficiently by remembering your login details, as well as to provide information about the sites usage to the owners of the site.

Types of Cookies

There are three types of cookies dropped and collected by websites. With some exceptions (i.e.  websites that fundamentally require cookies in order for website functionality – see below), all cookies must be consented to by a site’s users.

Cookie Type

Description

Moderately intrusive

Embedded third-party content and social

media-plugins

Advertising campaign optimisation

Minimally intrusive

Web analytics / metrics

Personalised content / interface

Necessary for Website Functionality

(Exempt from changes to privacy regulations)

Stop multiple form submissions

Load balancing

Transaction specific

Customer Thermometer collects the following anonymous cookies for tracking purposes.

Name

Description

Expiration

__utmaThis cookie is typically written to the browser upon the first visit to your site from that web browser. If the cookie has been deleted by the browser operator, and the browser subsequently visits your site, a new __utma cookie is written with a different unique ID. This cookie is used to determine unique visitors to your site and it is updated with each page view. Additionally, this cookie is provided with a unique ID that Google Analytics uses to ensure both the validity and accessibility of the cookie as an extra security measure.2 years from set/update.
__utmbThis cookie is used to establish and continue a user session with your site. When a user views a page on your site, the Google Analytics code attempts to update this cookie. If it does not find the cookie, a new one is written and a new session is established. Each time a user visits a different page on your site, this cookie is updated to expire in 30 minutes, thus continuing a single session for as long as user activity continues within 30-minute intervals. This cookie expires when a user pauses on a page on your site for longer than 30 minutes. You can modify the default length of a user session with the _setSessionCookieTimeout() method.30 minutes from set/update.
__utmcThis cookie is no longer used by the ga.js tracking code to determine session status.Historically, this cookie operated in conjunction with the __utmb cookie to determine whether or not to establish a new session for the user. For backwards compatibility purposes with sites still using the urchin.js tracking code, this cookie will continue to be written and will expire when the user exits the browser. However, if you are debugging your site tracking and you use the ga.js tracking code, you should not interpret the existence of this cookie in relation to a new or expired session.Not set.
__utmzThis cookie stores the type of referral used by the visitor to reach your site, whether via a direct method, a referring link, a website search, or a campaign such as an ad or an email link. It is used to calculate search engine traffic, ad campaigns and page navigation within your own site. The cookie is updated with each page view to your site.6 months from set/update.

WordPress Cookies

WordPress websites also collect cookies for commenters. As the Customer Thermometer website is built using WordPress, these cookies apply to our users.

When visitors comment on our Voice of the Customer blog, they will have cookies stored on their computer. This is purely for convenience, so that the visitor will not be required to re-type all their information again when they want to leave another comment in the future.

Three cookies are set for commenters:

comment_author

comment_author_email

comment_author_url

The commenter cookies are set to expire a little less than one year from the time they’re set. Comments are only left open for 3 days following a blog post.

Customer satisfaction survey response rate