Software Policies

Voice of the Customer

Privacy Policy & Cookies

We are committed to protecting the privacy of our clients’ data as well as the data collected about our clients’ customers and web visitors.

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing personal information are:
• We have a contractual obligation
• We need it to perform a task for our clients
• We have a legitimate interest

Our use of data

The personal information that is provided directly to us by you is for one of the following reasons:

Prospects form

Our website provides a contact form through which prospects can contact us to request further information and arrange a demonstration of our products and services.

We ask for personal information in this contact form so that we can understand and respond appropriately to that request.

This form collects the following personal information:
• Name
• Company
• Email address
• Phone number

Customer surveys

From time to time, we may invite our clients and/or website visitors to participate in a survey. Participation is entirely optional, and the responses we collect are used solely to improve the products and services we offer to our clients.

If respondents opt to leave their contact details, these are used solely to get back in touch with this person if we have questions relating to their response.

In these instances, we collect the following personal information:
• Name
• Company
• Email address
• Phone number

Website usage data

We collect and keep track of usage data relating to traffic and page visits across our website.

We use this data to give us a better understanding of how visitors use our website. This information is stored and is used for aggregated and statistical reporting.

In this instance, the following information is collected:
• Source address that the page request is coming from
• Your IP address
• Domain name
• Date and time of the page request
• The referring website (if any)
• Any additional parameters in the URL (for example search criteria)

We also receive personal information indirectly in the following scenarios:

Client surveys

We provide solutions that let our clients gather feedback from their customers across different service channels including websites, email, SMS and call centres.

We collect feedback using structured surveys and these are used for a variety of purposes by our clients including:
• Understanding the service experiences delivered to their customers when transacting with their call centre, website or branch office
• Identifying opportunities to improve their products and services
• Identifying situations where customers are dissatisfied with their product and services and providing information that lets them respond to customers with support and assistance
• Identifying situations where their customers have failed to complete an online transaction and providing information that lets them offer service assistance to their customers to complete transactions
• Fulfilling legal or industry regulations such as the UK Financial Services’ Treating Customers Fairly initiative

The personal data that is collected in these instances depends solely upon our client’s requirements and use cases for their survey program.

In some cases, our clients ask their survey recipients to provide contact details, for the purposes of reengagement or resolving queries/issues.

In these instances, the personal information collected can include (but is not limited to):
• First and last names
• Dates of birth
• Residential addresses
• Email addresses
• Phone numbers

How we store personal information

Davies Group is registered with the UK Information Commissioner. Further details on the UK Data Protection Act can be found at the website for Information Commissioner’s Office.

All the information collected by us for our clients is gathered securely using 256-bit SSL encryption.

The information collected is stored and managed within our secure infrastructure which includes physical, hardware and software-based security controls.

Our secure infrastructure is located within the European Union.

Personal information and survey responses are kept for a maximum of 25 months, at which point the data is securely disposed of so it cannot be recovered.

We have a defined set of information security policies that govern and control the way in which the data we collect is stored and managed.

Our information security policies include controls against unauthorised access to the data we have collected from our website.

We do not share, sell, rent or exchange any of the information we collect with any other 3rd party organisation.

How we restrict access to personal information

Access to the information we collect is carefully controlled and restricted to authorised individuals only.

Our clients have access to the information collected from their customers only via our online reporting platform.

Client access to the data gathered by us is restricted to defined, individual user accounts through our web-based online reporting console.

Your data protection rights

Under data protection law, you have rights including:
• Your right of access – You have the right to ask us for copies of your personal information.
• Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
• Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
• Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
• Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.
• Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at info@davies-technology.com if you wish to make a request.

Our use of cookies

Cookies are small text files that can be used by websites to make a user’s experience more efficient.

The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies, we need your permission.

As part of our online survey operation, we use the following cookies to improve the experience of our users:

Additionally, we use the following cookies as part of our online reporting console, to improve the experience of our users:

Contact us

If you require any further information, please do not hesitate to get in touch with us in the following ways:

Email: info@davies-technology.com
Phone: 01603 578 150