Privacy Policy

This is the privacy policy of Customer POV LLC. This privacy policy describes how we protect and use your data when you visit our website, communicate with Customer POV staff, or participate in opinion research conducted by Customer POV.

Overview

Customer POV respects the privacy of our respondents who participate in our research, and the privacy of those who use our services. We comply with the laws and regulations that apply to market research, and we comply with global market research industry Codes and Standards.

Definitions

Confidentiality means that the staff of Customer POV know your name or other identifying information, but we do not reveal that information outside of Customer POV.

Anonymity means that the staff of Customer POV do not know your name or identifying information. We accomplish this by having a third party recruit you and provide us with a respondent number instead of your name. We use the number instead of your name to track completion of the interview and any honorarium payments.

Anonymized data means the responses of a participant in research from which all personally identifying information has been removed.

What Information Do We Collect

At this point in time, we do not collect personal information using cookies or other web technology. Our website does not link to third-party sites and services. We only collect information that you provide to us, and we limit that information to: (1) Information needed to contact you, invite you to participate in market research, remind you to complete a survey, and fulfill our promises regarding honoraria. Examples: Your name, contact details. (2) Information that answers the market research questions that we are studying. Examples: Your opinions, preferences or unmet needs. If you give consent (asked at the start of each interview), we audio and/or video record our discussions regarding your opinions. (3) Information needed to contact you again if we have further questions.

Consent

Your participation in all Customer POV market research projects is voluntary and based on your consent. Because of this, before each interview or survey we will ask you for your consent to have your information gathered and used. You may opt out of any market research project at any time, including in the middle of an interview or survey. You may remove your consent at any time, and we will remove all information regarding you from our files.

Government health organizations require us to report Product Complaints and Adverse Events related to medical products (such as side effects or failure of a product to work). If you report this type of information about certain products, then we must share it with the manufacturer who collates and transmits it to the government organization. In aggregate, this information is used to update product descriptions used by healthcare professionals and patients. We will ask if you agree to cooperate with this reporting at the start of each interview or survey, and whether or not your name may be sent with the Adverse Event information.

In rare cases, our research is intended to generate quotes or sound/video clips to be viewed by a larger audience (e.g., several hundred sales staff of an organization, or patient audiences). In that case, we will ask you to sign a release form allowing your quotes and recordings to be viewed by a larger audience. If you have not signed a release form, then your opinions will be anonymized and viewed by leaders responsible for medical products.

You may contact us at any time to request that all of your information, including your identity, be deleted from our files. After we have removed your personal information, you may contact us and provide your name, and we will confirm that no information attached to your name is in our files.

Email us to remove your name from our lists

How We Protect Your Information, and Who Uses It

Customer POV stores all data including text, sound and video, in secure, encrypted computer systems that require authentication to access. Data transmission and storage are secure and encrypted. Staff computers and internet connections are encrypted.

Data that are not being actively used, such as completed projects, are stored offline in a secure location. Our security is reviewed and tested by a third party Information Security professional at regular intervals.

Only owners, employees or contractors of Customer POV ("the staff") have the appropriate permissions to access the computers where your information is stored. All staff sign an agreement to protect our respondents' and our client's information before they work on any project. They all have been trained on their role in maintaining IT security, including the methods we use to store and transmit your data securely. They participate in regular security training to help prevent unintentional data breaches. Failure to maintain the confidentiality of personal information results in re-training, corrective action and then revoked permissions.

Only staff who are involved with your research study have access to your data. A subset of these staff will have access to your personally identifying information such as your name, address, or a combination of variables that could identify you as an individual.

Other than the rare exceptions noted above, the results of our research is only seen by product leaders who are responsible for the development of medical products or explaining those products to healthcare practitioners or patients/caregivers.

Only anonymized data (such as quotes, quantitative responses with identifying information removed) are transmitted to the company sponsoring the research. This prevents the company sponsoring of the research from knowing who participated, and protects your privacy and the integrity of the research.

How We Use Your Information

All of our research reports are anonymized. For example, we count the number of respondents who respond in different ways, and report those numbers. We include brief quotes (written or recorded) in the reports, to explain the thoughts and needs behind the numbers. Those quotes are never attributed to your name. Instead, they are attributed with descriptions such as "Patient, This type of disease, age 18-25" or "Oncologist, Academic medical center, Segment C."

Your anonymized data may also be combined with others and used for research and development, as we develop and test new market research techniques. It may also be used for business development (for example, contacting you at a later date to see if you are interested in participating in research again), or security and fraud prevention, to test whether our technology is keeping our data safe.

Third Party Services We Use

Third party services we currently use include: (1) Microsoft SharePoint and OneDrive for data storage, compute, and image processing, and (2) Rev.com for audio-video transcription services. .

Special Categories of Data

We are especially careful about your privacy because we sensitive information (also called “special categories of data”) which is given a higher level of protection in some countries. Sensitive information may include: Health information, Sexual practices or sex life, Sexual orientation, or Racial or ethnic origin. .

Legal Obligation

We have a legal obligation to retain and disclose your personal information if we are required by a court order, criminal investigation, government request, or regulatory obligation.

How Long We Retain Your Data

Your data are retained when it is required by our contracts, which require us to store the original data so it can be audited for adverse events and product complaints. It is also retained in order to compare current opinions with past opinions. Finally, it is retained when it is being used in our internal research programs which develop and test new ways of understanding opinions. At this time, no data has been retained longer than 7 years.

United States Data Protection Laws

The purpose of this privacy policy is to inform you about the processing of your personal data by Customer POV in accordance with research industry Codes and Standards relating to the USA. We comply with all pertinent Federal and State laws governing privacy, including but not limited to the enacted California Consumer Privacy Act (CCPA) and recently amended California Privacy Rights Act (CPRA).

European, Australian, and Canadian data protection laws

We do not receive or store personal data from respondents who are in Europe, Australia or Canada. All data from our global market research is stored in the EU, with only anonymized data transferred to the USA. Our recruiters and data collection partners fulfill GDPR requirements. .

Questions

For questions or concerns relating to privacy, you may contact us by email at mgmt@customer-pov.com..