ServiceTick Ltd is committed to protecting the privacy of its clients’ data as well as the data collected about its clients customers and web visitors. This section of the web site explains our privacy policy in more detail.

What information do we collect for our own use?

The ServiceTick web site provides information about the company and the products and services we offer.

The web site includes a newsletter registration form. Any visitor to our website can use this form to provide an email address so we can inform them via email about our products and services. Every email newsletter sent by ServiceTick provides the facility for the recipient to opt-out of future email newsletters.

Our site also includes a contact form through which prospects can contact us to request further information and arrange a demonstration of our products and service. We ask for some personal information in the contact form so that we can understand and respond appropriately to that request.

Surveys

From time to time, we may invite visitors to participate in a survey. Participation is entirely optional and any information we collect is only used to improve the products and services we offer to our clients.

Website Usage Data

With or without cookies, our website keeps track of usage data, such as the 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) and other parameters in the URL (for example search criteria).

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.

Web Site Recording

Our ServiceTick web site may also use the SessionCam web site recording service.

SessionCam is a product that has been developed by ServiceTick Ltd. SessionCam may record mouse clicks, mouse movements, page scrolling and any text keyed into website forms.

Data collected by SessionCam from the ServiceTick web site is used to improve our website usability. The information collected is stored and is used for aggregated and statistical reporting.

Cookies

A cookie is a small data file that certain websites write to your hard drive when you visit them. The only personal information a cookie can obtain is information supplied by the user. A cookie cannot read data from your hard disk or read cookie files created by other sites.

You can refuse cookies by turning them off in your web browser and you do not need to have cookies turned on to successfully use our web site. Most browsers are defaulted to accept and maintain cookies and you can set your browser to notify you when you receive a cookie, giving you the chance to decide whether to accept it or not.

ServiceTick uses a cookie to store details of the last time you were invited to participate in one of our surveys. ServiceTick also uses a cookie to identify return visits to our web site by regular users. This information is used to understand the differences in use between a new user and a returning user.

We do not store any personal information about you within these cookies.

Information Security

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

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 web site.

What information do we collect for our clients?

ServiceTick provides solutions that let our clients gather feedback from their customers across different service channels including web sites, email, SMS and call centres.

We collect feedback using structured surveys and questionnaires 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, web site 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.

ServiceTick will use a cookie for online surveys created for clients to store details of the last time the client’s customer was invited to participate in a survey. No personal information will be stored within the cookie set by ServiceTick.

All of the information collected by ServiceTick 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. 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 ServiceTick.

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

Client access to our reporting console is under 256-bit SSL encryption.

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

Regulation

ServiceTick Limited is registered with the UK Information Commissioner. Further details on the UK Data Protection Act can be found at the web site for Information Commissioner’s Office.

Find out more

Please contact info@servicetick.com if you have any specific questions related to our privacy policy or wish to find out more general information.