CUSTOMER SATISFACTION TERMS AND CONDITIONS

Terms and Conditions for our SMS customer satisfaction survey

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We are carrying out customer satisfaction research with our valued customers to improve the service we provide to you. However, if you (defined below) text back ‘stop’ or email your mobile number to [email protected] you will not be included in this specific survey now or in future and we (defined below) and Motif (defined below) will keep a record of that.

Introduction

Liverpool Victoria Friendly Society Limited, a friendly society with society number 61 COLL whose registered office is at County Gates, Bournemouth, BH1 2NF and its subsidiary companies (“LV=, we, us or our”). These Terms are produced and maintained by LV= and govern your involvement in the SMS survey.

This is Motif Limited (trading as Motif) is a company registered in England under company number 2692105 whose registered office is at 25 West Tenter Street, London, E1 8DT (Trading name ‘Motif’) administer and operate the SMS survey.

References to "you" or "your" mean you as a recipient or participant of the SMS survey.

These Terms and Conditions were last updated on 2nd April 2019.

This SMS was sent to you by Motif on our behalf. Motif is an independent market research agency. You can verify that they are a bona fide company by calling the MRS (Market Research Society) on Freephone 0800 975 9596 or visiting the MRS website.

We are carrying out customer satisfaction research with our valued customers to improve the service we provide to you. However, if you text back ‘stop’ or email your mobile number to [email protected] you will not be included in this specific survey now or in future and we and Motif will keep a record of that.

You can contact LV= with any questions, concerns or complaints in relation to this customer satisfaction survey at LV= Customer Insight Team, Frizzell House, County Gates, Bournemouth, BH1 2NF, or by email to [email protected].

Please click here to view Motif's current privacy policy.

What information do we and Network Research collect in the survey?

Information you give us if you respond via SMS to the survey and we will keep a record of when you responded.

How do we and Motif use your information?

If you respond to the survey via SMS Motif will link your mobile number and the details of your call (eg. number you called, LV= employee you spoke to, time and date of call) with your responses to the customer satisfaction survey. We, Network Research and our authorised third parties (see section “Do we share your information” below) use your information in two ways:

  • Individually to - call you if you have indicated that you were dissatisfied with the outcome of a recent call with LV= and have indicated that you would like someone to call you back in the survey;
  • for training, monitoring and quality assurance purposes to help ensure good customer interactions and to identify where customer interactions can be improved.

When using your information on an individual basis we may go back and listen to the original call you had with the LV= employee.

  • Anonymously - we may anonymise information we collect from you in the survey. This anonymised information may then be combined with anonymised information from other survey participants to get an aggregated view of customer satisfaction.

We will never sell your information to third parties.

Do we share your information?

We share your information with Motif as the administrator of the customer satisfaction survey. In future, we may also future administrators authorised by us.

Where and for how long do we and Motif store your personally identifiable information?

We will store your information in a secure online portal run and managed by Motif and accessed by LV= employees.

We will hold this for a period of three calendar months after the date you were sent the SMS survey. After this point we and Motif will permanently and securely delete any information that links your response back to you meaning that all the information you have given us in the customer satisfaction survey will be anonymous.

More on how we may use your information

For more information on how we may use your information please see ‘How we may use your personal information’.

Contact us

You can contact us with any questions, concerns or complaints in relation to this privacy policy at LV= Customer Insight Team, Frizzell House, County Gates, Bournemouth, BH1 2NF or by email to [email protected].