Use Of Personal Data - Telephone Surveys

Revision date: 11th July 2022

Who are TLF Research?

TLF Research is a trading name of The Leadership Factor Ltd which is a registered company, with registration number 3145836.

We are a UK based specialist in designing and managing customer and employee experience research programmes and your privacy is important to us. We want you to participate in our telephone and face to face surveys with complete confidence that your privacy will be respected and any information that you provide will be handled securely, so we have produced this information for anyone who has been contacted by us to invite them to take part in a survey.

We are a Company Partner of the Market Research Society and comply with all applicable data legislation.

Where did you get my details from?

Our clients provide us with the information necessary for us to contact their customers and/or employees, to ask for their views and feedback and our clients are the Data Controller for your personal information. The interviewer will have explained which of our clients they were contacting you on behalf of.

We process this data for the purposes of the legitimate interests of our client, who provided your details to us, in order to provide them with information to allow them to improve the service and experience that they provide to their customers and/or employees.

What information do we collect?

During the survey, we may collect information which may include personal information (such as your age or gender), transaction information (such as how frequently you interact with our client, using which methods), as well as your survey responses.

How do we use the information we collect?

We provide the information that we collect back to the client that we have collected it on behalf of, to allow them to improve the service and experience that they provide to their customers and/or employees. This can include (but is not limited to) aggregated survey results for all individuals who responded to the survey, aggregated results for groups of customers amongst those who responded to the survey (e.g. males), comments and free text provided by respondents. We do not attach individual respondent details to data provided back to clients, unless we have gained permission from you to do so.

Who do we share your information with?

With the permission of our clients, we may use one of our preferred suppliers to conduct interviews on our behalf, particularly when carrying out surveys in languages other than English. This allows us to use interviewers who can converse with respondents in their native language. We also share information with our clients, as described in the section above.

As part of telephone interviewing, we use the Forsta platform. Your data will also be saved on TLF’s servers at AWS in the UK. Data is saved in an encrypted format.

Call recordings are stored in by our communications provider in an encrypted format on their UK based cloud servers.

Our UK based IT support provider may have access to your data if needed as part of the service they provide to us but will only process this data for the purposes we instruct them to.

We may allow authorised representatives from industry bodies or auditors to temporarily access your information if required to do so as part of an official audit on site at our office.

How long do we keep your information?

We retain the information in a format that allows us to identify you as an individual for as long as we need to in order to provide a service to our clients. This would typically involve keeping data in this format for a period of twelve months, although we may retain it in this format for longer if we need to do so in order to meet the terms of a contract with a client.

Call recordings are retained for 90 days then automatically deleted.

What if you change your mind about participating in this survey?

Participating in our surveys is voluntary. You can terminate the survey at any point by informing the interviewer that you do not wish to continue and your responses will not be included in any results sent to our client. If you have recently completed a survey and wish to have your responses removed, please e-mail security@leadershipfactor.com, providing details of which survey you took part in and the telephone number that we contacted you on, to allow us to identify you.

What should you do if you have any questions about our use of your data?

Please notify us by email to security@leadershipfactor.com if:

• you do not wish your personal data to be used in the manner described above

• you believe that the personal data we hold on you is incorrect and you wish to have it rectified

• you wish us to delete your data

• you wish to see the personal data we hold about you

• you have any questions regarding our use of your data

Please provide details of the survey that you took part in and the number that we contacted you on, to allow us to identify you and comply with your request.

If you consider that TLF Research has acted unlawfully in the processing of your personal data, we take these matters very seriously and would appreciate the chance to try and resolve the matter for you. Please contact our Chief Information Security Officer by e-mail at security@leadershipfactor.com

You have also the right to lodge a complaint with the Information Commissioner’s Office.

What are your rights under Data Protection Legislation?

Data protection legislation provides individuals with a number of rights in relation to their personal data. You have the right to request access to the personal information that we hold about you, to ask for personal information to be corrected if you believe it to be incorrect, to ask for your personal information to be erased and to ask us to stop processing your personal information. There is more information available on your rights on the Information Commissioner’s website.