{"organism":"Page","children":[{"organism":"Container.Raw","children":[{"organism":"Metadata","model":{"title":"Voice of customer – privacy statement","text":"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. 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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 \u003Ca href=\"https://www.shell.co.uk/privacy/b2c-notice.html\"\u003Ewww.shell.co.uk/privacy/b2c-notice.html\u003C/a\u003E\u003C/p\u003E\r\n"},"id":"/content/shell/countries/united-kingdom/en_gb/terms-and-conditions/voice-of-customer-privacy-statement/jcr_content/root/main/section/page_header"},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/terms-and-conditions/voice-of-customer-privacy-statement/jcr_content/root/main/section/text","model":{"title":"What does this Privacy Statement cover?","text":"\u003Cp\u003EThis statement explains how Shell processes personal data collected through VOC surveys to understand customer feedback and improve products and services.\u003C/p\u003E\r\n\u003Cp\u003EThe survey is conducted by Medallia, Inc. on behalf of and under the instructions of the Shell Group, acting as a data processor.\u003C/p\u003E\r\n\u003Ch3\u003EWhat data do we process?\u003C/h3\u003E\r\n\u003Cp\u003EDepending on how you interact with the survey, Shell may process:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003EContact details (e.g. name, email, phone number, Loyalty ID) where voluntarily provided\u003C/li\u003E\r\n\u003Cli\u003ESurvey responses and feedback\u003C/li\u003E\r\n\u003Cli\u003ETechnical information (e.g. device type, OS version, app version, IP address where relevant)\u003C/li\u003E\r\n\u003Cli\u003ESurvey interaction data (e.g. survey opened, responses submitted)\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003EWhere you choose to provide feedback using audio input:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003EYour audio response is temporarily processed to convert it into text\u003C/li\u003E\r\n\u003Cli\u003EThe original audio recording is retained for up to 30 days and then deleted\u003C/li\u003E\r\n\u003Cli\u003EAudio recordings are not accessible to Shell users and are used only for processing and quality purposes\u003C/li\u003E\r\n\u003Cli\u003EWe do not use the audio captured for the purpose of identifying you\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Ch3\u003EUse of AI and analytics\u003C/h3\u003E\r\n\u003Cp\u003ESurvey responses (including transcribed audio) may be analysed using automated tools, including artificial intelligence, to:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003EIdentify themes and sentiment\u003C/li\u003E\r\n\u003Cli\u003EGenerate insights and reporting\u003C/li\u003E\r\n\u003Cli\u003EImprove Shell products and services\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003EThese tools support analysis and do not make decisions that produce legal or similarly significant effects on you.\u003C/p\u003E\r\n\u003Ch3\u003EPurposes for processing the data collected\u003C/h3\u003E\r\n\u003Cp\u003EYour personal data is used to:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003ECollect and analyse customer feedback\u003C/li\u003E\r\n\u003Cli\u003EImprove Shell sites, products and services\u003C/li\u003E\r\n\u003Cli\u003EManage and administer the survey\u003C/li\u003E\r\n\u003Cli\u003EContact you about your response (where appropriate)\u003C/li\u003E\r\n\u003Cli\u003EAdminister incentives where offered\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003EYour responses will not be used for marketing purposes unless you have separately consented to marketing communications.\u003C/p\u003E\r\n\u003Ch3\u003EHow the survey is delivered\u003C/h3\u003E\r\n\u003Cp\u003EThe survey may be accessed via:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003EShell App\u003C/li\u003E\r\n\u003Cli\u003EEmail invitations\u003C/li\u003E\r\n\u003Cli\u003EQR codes, printed materials or web links\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003ESome channels may direct you to an online survey page.\u003C/p\u003E\r\n\u003Ch3\u003ETechnology and cookies\u003C/h3\u003E\r\n\u003Cp\u003EThe survey uses only technologies that are strictly necessary to:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003EDeliver the survey\u003C/li\u003E\r\n\u003Cli\u003EEnsure security and functionality\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cp\u003ENo non-essential cookies or similar technologies are used for advertising or cross-site tracking.\u003C/p\u003E\r\n\u003Ch3\u003EWho can I contact for more information?\u003C/h3\u003E\r\n\u003Cp\u003EIf you have questions about how your data is used, please contact your local Shell Customer Service Centre: \u003Ca 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