VOICE OF CUSTOMER – Privacy Statement
Your privacy matters to us. This Privacy Statement explains how your personal data is used when you participate in the Shell Voice of Customer (“VOC”) survey. It complements the Shell Privacy Notice - Motorist, Loyalty customer, Shell App user and available at www.shell.co.uk/privacy/b2c-notice.html
What does this Privacy Statement cover?
This statement explains how Shell processes personal data collected through VOC surveys to understand customer feedback and improve products and services.
The survey is conducted by Medallia, Inc. on behalf of and under the instructions of the Shell Group, acting as a data processor.
What data do we process?
Depending on how you interact with the survey, Shell may process:
- Contact details (e.g. name, email, phone number, Loyalty ID) where voluntarily provided
- Survey responses and feedback
- Technical information (e.g. device type, OS version, app version, IP address where relevant)
- Survey interaction data (e.g. survey opened, responses submitted)
Where you choose to provide feedback using audio input:
- Your audio response is temporarily processed to convert it into text
- The original audio recording is retained for up to 30 days and then deleted
- Audio recordings are not accessible to Shell users and are used only for processing and quality purposes
- We do not use the audio captured for the purpose of identifying you
Use of AI and analytics
Survey responses (including transcribed audio) may be analysed using automated tools, including artificial intelligence, to:
- Identify themes and sentiment
- Generate insights and reporting
- Improve Shell products and services
These tools support analysis and do not make decisions that produce legal or similarly significant effects on you.
Purposes for processing the data collected
Your personal data is used to:
- Collect and analyse customer feedback
- Improve Shell sites, products and services
- Manage and administer the survey
- Contact you about your response (where appropriate)
- Administer incentives where offered
Your responses will not be used for marketing purposes unless you have separately consented to marketing communications.
How the survey is delivered
The survey may be accessed via:
- Shell App
- Email invitations
- QR codes, printed materials or web links
Some channels may direct you to an online survey page.
Technology and cookies
The survey uses only technologies that are strictly necessary to:
- Deliver the survey
- Ensure security and functionality
No non-essential cookies or similar technologies are used for advertising or cross-site tracking.
Who can I contact for more information?
If you have questions about how your data is used, please contact your local Shell Customer Service Centre: https://www.shell.co.uk/about-us/contact-us.html