Interaction Metrics Privacy Policy
Last Updated Date: September 2026
Our Survey Privacy Promise
Anonymous means anonymous. When a survey offers anonymity and you choose it, we will not share your name or identifying information with our client. Before you respond, we tell you whether your name will be shared.
- In anonymous surveys, before results reach our client, our analysts remove your name and review your comments for details that could identify you, such as a job title in a small department, a specific incident, or contact information.
- We never sell your data or use it for marketing.
- Your feedback is combined with other responses and used only to help our client improve.
The full policy below explains how we collect, use, and protect information for survey respondents and clients.
1. Introduction and Scope
1.1 Interaction Metrics, LLC (“Interaction Metrics,” “we,” “us,” or “our”) is a third-party B2B customer feedback agency. We design, deploy, analyze, and report on customer research, including surveys and customer service evaluations, for business clients.
1.2 We work exclusively with businesses and other organizations. We do not offer products or services to individual consumers for personal, family, or household purposes. The individuals whose information we process are business representatives acting in a professional capacity, such as client personnel, the employees and contacts of our clients’ business customers, members of research panels, prospective clients, vendors, and visitors to our website.
1.3 This Privacy Policy (“Policy”) describes how we collect, use, disclose, retain, and protect Personal Information in connection with (a) our website at www.interactionmetrics.com (the “Site”); (b) our research, survey, and evaluation services (the “Services”); and (c) our business relationships with clients, prospective clients, and vendors.
1.4 Where we perform Services under a written agreement with a client, the terms of that agreement govern our processing of Client Data (defined below). If this Policy conflicts with a client agreement, the client agreement controls with respect to that client’s data.
1.5 By accessing the Site, participating in a study we administer, or otherwise providing Personal Information to us, you acknowledge that you have read this Policy.
2. Definitions
In this Policy, the following terms have the meanings below. Terms defined in an Applicable Privacy Law have the same meaning when used here.
- “Applicable Privacy Law” means any law or regulation governing the processing of Personal Information that applies to Interaction Metrics, including, where applicable, the California Consumer Privacy Act of 2018 as amended by the California Privacy Rights Act of 2020 and its implementing regulations (together, the “CCPA”), other U.S. state privacy laws, and, where applicable, the EU and UK General Data Protection Regulation (“GDPR”).
- “Client” means a business or organization that engages Interaction Metrics to perform Services.
- “Client Data” means Personal Information that a Client provides to us, or that we collect on a Client’s behalf, in order to perform Services. Client Data includes contact lists, Respondent Information, recordings, transcripts, and related files.
- “Personal Information” means information that identifies, relates to, describes, or is reasonably capable of being associated with an identified or identifiable individual. Personal Information does not include information that has been deidentified or aggregated so that it cannot reasonably be linked to an individual, or information lawfully made publicly available.
- “Respondent” means an individual who is invited to participate, or participates, in a survey, interview, or other study we administer, whether for a Client or for our own research. Respondents are typically employees or representatives of a Client’s business customers.
- “Respondent Information” means a Respondent’s contact details, survey responses, interview content, and any other Personal Information collected through a study.
- “Service Provider” means a third party that processes Personal Information on our behalf under a written contract that restricts its use of that information.
3. Our Role in Processing Personal Information
3.1 Client Data: Interaction Metrics as Service Provider. When we perform Services, we act as a “service provider” or “contractor” under the CCPA and as a “processor” under the GDPR and comparable laws. The Client is the “business” or “controller” and determines the purposes for which Client Data is processed. We process Client Data only on the Client’s documented instructions and only to perform the Services. Client Data belongs to the Client.
3.2 Business Contact and Site Data: Interaction Metrics as Business. For Personal Information we collect for our own business purposes, such as our own research studies and information about prospective clients, Client personnel we work with, vendors, and Site visitors, Interaction Metrics acts as the “business” or “controller.”
3.3 Respondent Requests. If you are a Respondent and wish to exercise privacy rights regarding a study conducted for a Client, we may refer your request to the Client that commissioned the study, which controls that data. We will assist the Client in responding as required by our agreement and Applicable Privacy Law.
4. Information We Collect
4.1 We collect the categories of Personal Information below. We collect only the information reasonably necessary for the purposes described in Section 5.
| Category | Examples | Source |
|---|---|---|
| Professional contact information | Name, job title, employer, business email, business phone, business address | Clients, Respondents, research panel providers, prospective clients, vendors |
| Survey and study responses | Ratings, open-ended comments, interview content, role and tenure in the organization | Respondents, directly |
| Audio and recordings | Recorded calls, interviews, or customer service interactions we evaluate | Clients and Respondents, with notice as required by law |
| Client relationship information | Contracts, correspondence, billing contacts, project communications | Clients and prospective clients |
| Site and technical information | Information you submit through Site forms; server log data such as IP address, browser type, and pages visited | Site visitors |
4.2 Sensitive Personal Information. Our Services do not require, and we do not intentionally collect, sensitive Personal Information such as government identification numbers, financial account credentials, precise geolocation, health information, or information about racial or ethnic origin, religious beliefs, or sexual orientation. We ask Clients not to provide such information to us unless the parties have agreed otherwise in writing. Respondents should not include such information in open-ended responses.
4.3 Optional Participation. Participation in any study is voluntary. Respondents may decline to answer any question or stop participating at any time without consequence.
5. How We Use Information
5.1 Client Data. We use Client Data solely to perform the Services for the Client that provided it or on whose behalf it was collected. This includes designing and distributing surveys, conducting interviews and evaluations, validating responses, analyzing results, preparing reports, and fulfilling incentives the Client has authorized. We do not use Client Data for our own marketing, do not combine it with data from other Clients, and do not use it for any purpose not authorized by the Client, except as permitted by Applicable Privacy Law (for example, to detect security incidents or comply with legal obligations).
5.2 Business Information. We use Personal Information we collect as a business to:
- respond to inquiries and requests for proposals;
- conduct our own research studies, reported in aggregated form;
- enter into, administer, and perform contracts with Clients and vendors;
- invoice, collect payment, and maintain business records;
- send business communications about our Services, subject to your right to opt out;
- operate, secure, and improve the Site;
- detect, prevent, and respond to fraud, security incidents, and illegal activity; and
- comply with legal obligations and enforce our agreements.
5.3 Aggregated and Deidentified Information. We may create aggregated or deidentified information from Client Data solely to perform the Services, or as otherwise permitted by the applicable Client agreement. We will maintain deidentified information in deidentified form and will not attempt to reidentify it.
5.4 Automated Tools. We may use software tools, including artificial intelligence tools, to assist with tasks such as transcription, text analysis, and coding of open-ended responses. Before using any such tool with Client Data, we review the provider’s terms and, where the provider offers the option, select business or enterprise settings under which Client Data is not used to train the provider’s models. Where practicable, we remove respondent names and contact details before data is processed by such tools. A Client may instruct us in writing not to use artificial intelligence tools on its data, and we will honor that instruction. Our analysts review and are responsible for all findings delivered to Clients. We do not use Client Data to make decisions that produce legal or similarly significant effects on any individual.
6. Respondent Confidentiality and Research Standards
6.1 Identification. When we contact a Respondent by email, telephone, or other means, we identify ourselves as Interaction Metrics, identify the purpose of the contact, and, where the Client has authorized it, identify the Client that commissioned the study.
6.2 Confidential Reporting. Unless a study is designated as attributed, we report Respondent Information to Clients in aggregated form or without attributing individual responses to named Respondents. If a Respondent requests anonymity, we will not disclose the Respondent’s name or contact information to the Client, and our analysts will redact from open-ended responses any details that could reasonably identify the Respondent before results are delivered.
6.3 Attributed Studies. Some studies, such as account-level feedback programs, require that a Respondent’s identity be shared with the Client so the Client can follow up. In those studies, we will inform Respondents before they participate that their identity and responses will be shared with the Client, and we will share identities only where the Respondent has consented.
6.4 No Sales Contact. We will not use a Respondent’s participation to sell or promote any product or service, and we will not disclose Respondent Information to a Client for the purpose of selling to that Respondent unless the Respondent has consented.
6.5 Validation. We may recontact a Respondent to validate or clarify responses. We will not misrepresent ourselves or the purpose of the contact.
6.6 Recordings. Where a study involves recording a call or interview, we or the Client will provide any notice and obtain any consent required by applicable law before recording.
6.7 Customer Service Evaluations. At a Client’s direction, we may evaluate the Client’s customer service interactions. We conduct evaluations in accordance with applicable law, deliver results only to the Client that commissioned them, and use them solely to help that Client improve its service.
6.8 Panel Respondents. For our own research, and for Client studies that compare a Client with similar companies, we may recruit Respondents through third-party research panel providers. Panel Respondents participate under the panel provider’s terms and privacy policy as well as this Policy. We report panel results to Clients in aggregated form and do not share panel Respondents’ identities with Clients.
7. Disclosure of Personal Information
7.1 No Sale or Sharing. Interaction Metrics does not sell Personal Information and does not “share” Personal Information for cross-context behavioral advertising, as those terms are defined in the CCPA. We have not done so in the preceding twelve (12) months. We do not rent, trade, or reuse Client contact lists or Respondent email addresses for any purpose other than the Services for which they were provided.
7.2 Permitted Disclosures. We disclose Personal Information only as follows:
- To the Client. We disclose Respondent Information to the Client that commissioned the study, in the form described in Section 6.
- To Service Providers. We disclose Personal Information to Service Providers that host, process, or support our operations, as described in Section 8.
- With Consent. We disclose Personal Information to other parties when the individual or, for Client Data, the Client has directed or consented to the disclosure.
- Legal Requirements. We disclose Personal Information when we believe in good faith that disclosure is required by law, subpoena, court order, or other legal process. Where permitted, we will notify the affected Client before disclosing Client Data so the Client may seek a protective order or other remedy.
- Protection of Rights. We disclose Personal Information when reasonably necessary to protect the rights, property, or safety of Interaction Metrics, our Clients, or others, or to investigate fraud or security incidents.
- Business Transfers. In connection with a merger, acquisition, financing, reorganization, or sale of all or part of our business, Personal Information may be transferred to the successor entity. Any successor will be bound by the obligations in this Policy and in our Client agreements with respect to the transferred information.
8. Service Providers and Technology Platforms
8.1 We use a limited set of established technology providers to host and process data. As of the Last Updated Date, our core platforms are:
| Provider | Function | Privacy Statement |
|---|---|---|
| Microsoft | Productivity, email, file storage, video interviews | privacy.microsoft.com |
| Alchemer | Survey programming and data collection | alchemer.com/privacy |
| Qualtrics | Survey programming and data collection | qualtrics.com/privacy-statement |
| SMTP2GO | Email sending and tracking | https://www.smtp2go.com/privacy/ |
| Transcription and analysis tools | Interview transcription and text analysis, as described in Section 5.4 | Available to Clients on request |
8.2 Each Service Provider is bound by a written contract that (a) limits its processing to the purposes of providing services to us; (b) prohibits it from selling or sharing the Personal Information or using it for its own purposes; (c) requires it to maintain the confidentiality of the information; and (d) requires it to implement reasonable security measures.
8.3 We remain responsible for the processing of Client Data by our Service Providers to the extent provided in our Client agreements. We will provide Clients with a current list of Service Providers that process their data on request.
8.4 Incentives. Some studies offer Respondents an incentive, such as a gift card, a digital reward, or a charitable donation, delivered by a retailer or incentive-fulfillment provider (for example, Amazon or Starbucks). When an incentive is delivered through the provider’s own system, we provide the provider only the information needed to deliver it, typically the recipient’s name and email address, and we do not provide survey responses. The provider handles that information under its own privacy policy, not this Policy. Receiving an incentive does not affect whether a Respondent’s answers are anonymous.
9. Security, Retention, and International Transfers
9.1 Security. We maintain reasonable administrative, technical, and physical safeguards designed to protect Personal Information against unauthorized access, use, alteration, disclosure, and loss. These safeguards include: (a) limiting access to Client Data to personnel who need it to perform the Services for that Client; (b) binding all personnel to written confidentiality obligations; (c) hosting survey data and files on enterprise platforms that maintain independently audited security programs; (d) encrypting data in transit between respondents, our platforms, and our systems; (e) removing respondent identifiers from analysis files where identification is not required; and (f) reviewing access rights at the close of each engagement.
9.2 Security Incidents. If we become aware of a security incident affecting Client Data, we will notify the affected Client without undue delay and within the time required by our Client agreement and Applicable Privacy Law, and we will cooperate with the Client’s investigation and any required notifications. For Personal Information we hold as a business, we will notify affected individuals and regulators where required by law.
9.3 Retention. We retain Personal Information only as long as reasonably necessary for the purposes for which it was collected, consistent with the following:
| Category | Retention Period |
|---|---|
| Client Data, including Respondent Information and recordings | Six (6) months after the engagement ends. For tracking studies, data is retained for the duration of the tracking program plus six (6) months, unless the Client agreement specifies otherwise. |
| Client contracts, invoices, and business records | Five (5) years after the end of the relationship, or as required for tax, accounting, and legal purposes |
| Prospective client and marketing contact information | Until you opt out or the information is no longer relevant to a business relationship |
| Data from our own research studies | As long as needed to complete and report the research, after which identifying information is deleted or deidentified |
| Site server logs | 6 months |
9.4 At the end of the applicable period, we securely delete or deidentify the information. Information held in routine backups is deleted on the backup’s normal rotation cycle.
9.5 International Transfers. Interaction Metrics is located in the United States, and we and our Service Providers process Personal Information primarily in the United States. Where we receive Personal Information from the European Economic Area, the United Kingdom, or Switzerland, we will rely on an appropriate transfer mechanism, such as the European Commission’s Standard Contractual Clauses, as agreed with the Client.
10. Your Privacy Rights
10.1 Your Rights. Depending on where you reside and the laws that apply, you may have the right to:
- Know and access the categories and specific pieces of Personal Information we have collected about you, the sources, the purposes, and the categories of parties to whom we disclosed it;
- Correct inaccurate Personal Information;
- Delete Personal Information we collected from you, subject to legal exceptions;
- Receive a portable copy of your Personal Information;
- Opt out of the sale or sharing of Personal Information (we do not sell or share Personal Information);
- Limit the use of sensitive Personal Information (we do not use sensitive Personal Information for purposes that trigger this right);
- Object to or restrict processing, where the GDPR applies; and
- Appeal our decision on your request, where Applicable Privacy Law provides that right.
10.2 Requests About Client Data. Where we process your information as a service provider to a Client, we will forward your request to that Client, or direct you to it, and will assist the Client in responding.
10.3 Submitting a Request. You may submit a request by email to privacy @ interactionmetrics.com or by telephone at 503-205-7003. We will verify your identity by matching information you provide with information we hold. An authorized agent may submit a request on your behalf with your signed written permission, and we may require you to verify your identity directly.
10.4 Response Timing. We will confirm receipt within ten (10) business days and respond within forty-five (45) calendar days. If we need more time, we may extend this period by an additional forty-five (45) days, and we will notify you of the extension and the reason for it.
10.5 Exceptions. We may deny a request, in whole or in part, where permitted by Applicable Privacy Law, including where retention is necessary to complete a transaction or perform a contract, detect security incidents or fraud, comply with a legal obligation, or exercise or defend legal claims. If we deny a request, we will explain the reason.
10.6 Non-Discrimination. We will not discriminate or retaliate against any individual for exercising privacy rights, including any employee, applicant, or independent contractor.
11. Website, Communications, and Other Terms
11.1 Cookies and Analytics. The Interaction Metrics Site does not use cookies or similar tracking technologies.
11.2 Opt-Out Preference Signals. We honor Global Privacy Control and similar opt-out preference signals as required by Applicable Privacy Law.
11.3 Email Communications. We send survey invitations only to contacts provided by or on behalf of the Client that commissioned the study, for that study, or to panel Respondents recruited as described in Section 6.8. Every survey invitation and business email we send identifies Interaction Metrics as the sender and includes a working mechanism to opt out of further messages. We honor opt-out requests promptly and in accordance with the CAN-SPAM Act and other applicable law. Invitations may include tracking technologies to record opens and clicks, used only to manage response rates and reminders.
11.4 Children. Our Site and Services are directed to businesses and are not intended for individuals under the age of sixteen (16). We do not knowingly collect Personal Information from children. If we learn that we have collected such information, we will delete it.
11.5 Third-Party Websites. The Site may link to third-party websites. We are not responsible for their content or privacy practices, and a link does not constitute an endorsement. We encourage you to review the privacy policy of any site you visit.
12. Client Agreements, Changes, and Contact
12.1 Client Agreements. Many Clients require a master services agreement, data processing agreement, information security questionnaire, or their own privacy terms. We welcome these documents and will review them in good faith. Clients may send them to privacy @ interactionmetrics.com.
12.2 Changes to This Policy. We may update this Policy from time to time. When we do, we will revise the “Last Updated” date above. If we make a material change to how we process Personal Information, we will post a prominent notice on the Site at least thirty (30) days before the change takes effect and, where required, notify affected Clients directly. A material change will not apply to Personal Information collected before the change without consent where consent is required by law.
12.3 Contact Us. Questions about this Policy or our privacy practices, and requests to exercise privacy rights, may be directed to:
Interaction Metrics, LLC
Attention: Privacy
PO Box 13604
Portland, OR 97213
Email: privacy @ interactionmetrics.com
Telephone: 503-205-7003