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 normally collect personal information about you. BigEars may, however, store personal information such as your first name, mobile number, and email address where 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.If BigEars does collect personal data as part of a survey (for example asking for an email address to enter you in a prize draw), we will clearly state at the time the purpose that the information will be used for, and it will not be used for any other purpose.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.
Where we have requested feedback from you using your email address or mobile phone number, your response is not anonymous. Generally the feedback is presented semi-anonymously, in that your name and contact information is not presented with your feedback, even if it is known. Where we have that information, it is still possible for specifically 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.
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.
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.
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.
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. Those opportunities can often be beneficial to 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.
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. We cannot delete anonymous feedback