Privacy Policy

NPSLab is the controller of customer account data. For collected survey responses, the customer (the company creating the survey) is the controller and NPSLab acts as a processor, handling data under the customer’s instructions.

Account and contact data: name, email, password (stored hashed), phone when provided, organization, access role and user/account identifiers.

Organization and location data: company or store name, physical address, city, state, phone, email and operational preferences entered by the customer.

Survey responses and other user-generated content: NPS/CSAT/CES scores, choices, free-text comments, prompts typed or dictated to generate survey drafts and, when the respondent chooses to provide it, follow-up contact (name, email and/or phone). Respondent contact is optional.

Photos and images: images selected by the user for survey logos or backgrounds. The app may also save QR Codes to the device photo library when requested by the user; that action does not upload new personal photos to NPSLab.

Purchase and subscription data: subscription status, purchased plan/product, purchase history associated with the account, and customer, checkout, and subscription identifiers needed to process and validate purchases through Stripe, the App Store, or Google Play. For website purchases, Stripe may collect billing country, address, and tax identification when required. NPSLab does not receive full card or bank account details, which are handled by the payment provider.

Usage and device data: device type, operating system, language, push tokens, collection timestamps, technical app identifiers and kiosk/operator device identifiers, as well as interactions needed to operate and improve the product.

Diagnostics: crash logs, performance data, network errors and other technical diagnostic data collected for security, stability and troubleshooting.

Operate the service: create and manage surveys, collect and display responses, compute metrics (NPS, distribution, store ranking).

Account authentication, account security and access control by organization and store.

Operational notifications configured by the customer.

Subscription processing, purchase validation, support, abuse prevention, product improvement and crash diagnostics.

We process data based on contract performance, legal obligations, legitimate interest to operate and improve the service and, where applicable, consent (e.g., when a respondent voluntarily provides contact details).

We do not sell personal data and we do not use third-party advertising. We share data only with providers that enable the service, such as cloud hosting, databases, email delivery, push notifications, error/performance monitoring, subscription processing, and purchase validation through Stripe, the App Store, Google Play, and RevenueCat, under confidentiality obligations, and when required by law.

Survey responses belong to the customer who created the survey and are accessible only to authorized users of that organization.

Response text and survey-creation prompts may be processed by AI providers only to generate customer-requested summaries, insights, or drafts, acting as processors on our behalf.

The app may request camera access to scan QR Codes, photo library access to choose images or save QR Codes, notification permission for operational alerts and, only when the user taps the voice button while creating a survey, microphone and speech-recognition access. Audio is processed by the operating-system speech service to produce a transcript; NPSLab does not persist the audio file. Microphone and speech recognition are not used while collecting survey responses. Permissions can be revoked in device settings.

We keep data while the account is active and for as long as needed for the described purposes or required by law. Customers may request deletion of responses and the account.

Under GDPR/LGPD, you may request access, correction, portability, anonymization or deletion of your data, and withdraw consent. To exercise them, contact us via the channel below.

We apply technical and organizational measures to protect data, including encryption in transit, role-based access control and secure credential storage.

The service is not intended for minors and we do not knowingly collect children’s data.

On the website and web dashboard, we use Google Analytics 4 and keep Google Tag Manager installed to measure visits and funnel events such as sign-up, survey creation, and onboarding completion. Google Consent Mode v2 keeps analytics storage denied until you accept; advertising signals remain denied. PostHog follows the same choice. The CRM visit tracker on the public website is also enabled only after acceptance and stores a pseudonymous identifier to measure visits and source attribution. You can change or withdraw your choice at any time through “Cookie settings”.

We may update this Policy. Material changes will be communicated through the service, with the updated date.