As a processor BigEars acts as data processor only as a customer feedback survey and SaaS provider collecting data and reporting this data via the internet or a mobile app. Although a survey may reference BigEars for example ‘Powered by BigEars’ and may be hosted by BigEars any data collected is processed for the BigEars customer.
In any of these cases, please be aware that it is our customers as data controllers who are initiating or performing the data collection, who determine from whom to collect personal data, and who define how to use the collected personal data. BigEars is acting as a data processor. For more details about how BigEars customer intends to use your personal data, please refer to the privacy notice of the BigEars customer from whom the email or the web survey originates.
Our role as a data processor
In relation to BigEars role as a survey, SaaS provider and data processor BigEars processes information under the instruction of its customers and has no direct relationship with the individuals whose personal data it collects or processes on behalf of its customers.
If you wish to correct, amend or delete inaccurate personal data or wish to invoke any other rights in relation to personal data under applicable laws, you should query this directly BigEars customer as the data controller. If BigEars is requested by their customer to remove personal data we will respond within a reasonable time frame in accordance with applicable laws.
If for any reason you would no longer like to be contacted by one of our customers please contact them directly.
BigEars does not collect personal information about you. BigEars does, however, store personal information such as your first name, mobile number and email address. This is information supplied to us by our Client and obtained with your knowledge and consent. BigEars will only ever use your personal information to collect feedback from you on behalf of our Client. We will never share this data with a third party for any reason other than in the course of providing our services to the Client (unless compelled to by law). We will never sell your data, or our Clients’ data to another party.
Customer feedback is seen by our Clients as an important part of their transaction with you, a way of ensuring that they are serving you to your satisfaction. The feedback is used for research purposes, to learn and train, and increase customer empathy and awareness.
Generally the feedback is presented semi-anonymously, in that your name and contact information is not presented with your feedback, but it is still possible for authorised staff of the Client organisation to link feedback to a specific individual, if required. An example of where this might be done is if your feedback requires follow-up with you directly.
Where voice feedback is collected, the recording is made available for the Client to listen to – this experience increases the impact of your feedback. It also means that it is possible for a Client staff member who knows you well enough to recognise your voice, which would mean that, to them at least, your feedback would lose its anonymity.
Transaction and interaction information
Where possible we link feedback to specific transactions, so that feedback can be viewed in context (for example who you were served by, and when). This contextual information is typically supplied to us by our Client. Any financially sensitive information our Client may hold regarding you or your transactions is specifically not provided to us. We only access the minimal information required to make the feedback process effective.
Why we collect voice feedback
BigEars are experts in customer voice feedback. We believe that giving feedback should be a good customer experience, and that it’s much easier to give detailed feedback by talking rather than typing. Feedback should also be listened-to and actioned, and audio feedback has more impact. We collect the unscripted, unedited voices of customers and deliver them in real time, making feedback fresh, immediate and meaningful.
Why we contacted you
You have probably been contacted by BigEars on behalf of our Client to give feedback on a recent interaction, such as a phone call, or purchase. If you choose to take part in the voice survey, our Client will listen closely to your feedback and use it to improve their service to you in the future.
How do I unsubscribe?
In general, feedback requests are triggered by a specific interaction you have had with our Client, and we have stringent protections in place to ensure that you are not repeatedly asked for feedback, even if you have a lot of interactions. Our request for feedback includes information on how to block future requests – check your email invite for instructions, or simply reply STOP to your text invite. However, please think carefully before electing to do this, as the request for feedback is sincere, and by unsubscribing, you will exclude yourself from future opportunities to give feedback on interactions with our Client.
You can get a copy of any data we hold on you
By design, we do not know who our respondents are, but our client does. This means that to request a copy of data we may hold on you (e.g feedback you have given), you will need in the first instance to ask the organisation we collected the feedback on behalf of (for example the company you are a customer of). They can then give us the information we need to provide them the data you requested, which they can pass on to you.
You have a right to be forgotten
On request we can delete the data we have about you (e.g. your feedback) As described above, you will need in the first instance to ask the organisation we collected the feedback on behalf of (for example the company you are a customer of). They can then tell us which data belongs to you so we can delete it.