Privacy Policy for the Processing of Personal Data in the Context of Customer Satisfaction Surveys

1. Purpose of Data Processing

As part of our customer satisfaction surveys, we collect and process personal data solely for the purpose of systematically capturing feedback on the perception and evaluation of our products, services and service processes. The goal is to gain meaningful insights into customer satisfaction, identify areas for improvement, and derive concrete measures to optimize our offerings.

Evaluations are conducted over extended periods to reliably identify developments and trends and to sustainably incorporate these into the ongoing improvements of our products, services and service processes.

Participation in the surveys is voluntary and is based on our legitimate interest pursuant to Art. 6(1)(f) GDPR in the continuous and targeted development of our products and services and in strengthening customer relationships.

2. Handling of Personal Data and Disclosure

All personal data collected as part of the surveys is treated with strict confidentiality and used exclusively for the purposes preciously defined. Data is processed and stored in compliance with applicable data protection regulations. No data is shared with third parties – except for processing by commissioned service providers within the scope of a data processing agreement pursuant to Art. 28 GDPR, such as Microsoft Ireland Operations Limited.

Microsoft Ireland Operations, Ltd.
Attn: Data Privacy
One Microsoft Place
South County Business Park
Leopardstown
Dublin 18, D18 P521
Ireland

3. Use of Microsoft Cloud-Based Services

3.1 Description of Services

To conduct, capture and analyse our customer satisfaction surveys, we use services from Microsoft Dynamics 365 and Power Platform Suite, including Microsoft Dynamics 365 Customer Voice, Power Automate, and Microsoft Dynamics 365. These tools enable us to efficiently collect feedback and derive meaningful insights into customer satisfaction.

The survey data is processed by Bizerba UK Ltd.
Microsoft Ireland Operations Limited acts as a data processor and processes the data exclusively on our behalf and in accordance with our instructions. Data processing takes place on servers within the European Union.

The survey data collected, including any personal data (e.g. name, company, position, email address, phone number, feedback), is transferred to our Microsoft Dynamics 365 (CRM) system upon receipt and stored and processed there to specifically improve our products, services, and internal processes. Internal data analysis and visualisation are carried out using Microsoft Power BI.

3.2 Collected Data
As part of the surveys, the following data may be collected and processed:

• Response data:
  • Answers to closed and open questions, including rating options, selection choices, and free-text responses
• Metadata:
  • Date and time of participation
  • Survey language
  • Invitation channel (e.g. email, link)
  • Invitation status (sent, opened, answered)
  • Assignment to the Insights Journey
• Personal data:
  • Name
  • Company
  • Position
  • Email address
  • Phone number
  • Case number
• Technical data:
  • IP address
  • Device type or browser information (limited)
  • Cookies or Tracking IDs (in case of web embedding)
  • Microsoft Dynamics 365 Customer Voice also uses cookies to ensure the functionality of the surveys. Further information can be found here.

4. Data Storage

The personal data collected as part of the customer satisfaction survey is processed exclusively for the purpose of analysing customer satisfaction and deriving and implementing measures to improve our products and services.
In accordance with Article 5(1)(e) GDPR, this data will only be stored for as long as necessary for the stated purposes – for a maximum of one year from receipt of the survey response. After this period, the data is automatically anonymised so that it can no longer be linked to an individual. In the event of a withdrawal of consent, anonymisation or deletion will take place without delay.

5. Recipients/ Data Processors

Recipients include the internal departments responsible (e.g. Sales Excellence, Customer Service, Product Management, Quality), as well as IT service providers acting as data processors (in particular, Microsoft Ireland Operations Limited). Processing primarily takes place on servers within the European Union. In exceptional cases where access from third countries (e.g., for support purposes) is necessary, it is carried out based on the EU Standard Contractual Clauses and additional protective measures.

6. Data Subject Rights

You have the following rights with respect to your personal data:

• Right to access
• Right to rectification or erasure
• Right to restriction of processing
• Right to data portability
• Right to lodge a complaint with a data protection supervisory authority.