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Privacy notice
Last updated: September 2026
Feedback Analytics Limited, trading as CX Index ("CX Index", "we", "us"), is committed to protecting your privacy. This notice explains what personal information we collect, why we collect it, who we share it with and the rights you have. It covers our website, our partner portal and the CX Index platform.
1. Who we are
Feedback Analytics Limited is registered in Ireland with company number 499955. Our registered office is Suite 201, Media Cube, Kill Avenue, Dún Laoghaire, Co. Dublin, A96 X6X3, Ireland.
For anything about your personal information, email privacy@cxindex.com.
2. Two roles: processor and controller
When you answer a survey. If you receive a survey from an organisation that uses CX Index, that organisation is the controller of your information and we process it on its behalf, under a contract and on its instructions. The organisation's own privacy notice explains how it uses your answers. To use your rights over survey responses, contact the organisation that sent you the survey. If you contact us, we will pass your request on to them.
When you deal with us directly. If you visit our website, ask for a demo, work with us as a customer or partner, or sign up to our newsletter, we are the controller of your information.
3. What we collect
Survey responses processed for our customers: your answers, ratings and comments, details of the interaction the survey relates to (such as the time, the channel and the agent or team involved) and the contact details the organisation used to send the survey.
Information you give us: your name, work email, company, role and anything you write when you fill in a form, email us, attend a webinar or event, or register for the partner portal.
Account information: for users of the platform and the partner portal, your login details and a record of activity in your account. Passwords are stored encrypted.
Technical information: your IP address, browser and device type, and the pages you visit, collected in our server logs to keep the service secure and working.
4. Why we use it, and our legal basis
To run the platform for our customers. We process survey responses to deliver the service our customers have contracted for. The customer, as controller, decides the legal basis.
To answer enquiries and run demos. Based on our legitimate interest in responding to people who contact us, or on steps taken at your request before a contract.
To deliver our contracts with customers and partners. Based on the performance of that contract.
To send our newsletter and marketing. Based on your consent, or on our legitimate interest when we contact business customers about similar services, as the law allows. Every email has an unsubscribe link.
To keep our systems secure and improve our products. Based on our legitimate interest. Where we analyse usage to improve the product, we use aggregated or anonymised information wherever possible.
To meet our legal obligations. For example, tax, accounting and responding to lawful requests.
5. AI and automated analysis
The CX Index platform uses AI, including large language models, to analyse comments in survey responses for sentiment, topics and intent. We do this on behalf of our customers and under their instructions. Customers control whether AI analysis is switched on for their programme and which model is used. We do not make decisions that have legal or similarly significant effects on you based solely on automated processing.
6. Who we share it with
We share personal information only where we need to, with:
Our sub processors, the service providers who help us run the platform and our business, such as cloud hosting, messaging, AI and CRM providers. They act on our instructions under written contracts. Our current list of sub processors is available on request.
Our partners, the Genesys partners, resellers and system integrators who deliver CX Index to a customer, where they need the information to do that.
Authorities, where the law requires us to.
A buyer or successor, if our business is ever sold or merged, under the same protections.
We do not sell personal information.
7. Where it is stored
The CX Index platform is hosted on Amazon Web Services. Customers choose the region where their data is held, from more than 20. Where personal information is transferred outside the European Economic Area, we protect it with appropriate safeguards, such as the European Commission's Standard Contractual Clauses or an adequacy decision.
8. How long we keep it
Retention periods for survey responses are configurable. Each customer sets how long its survey data is kept, in line with its own data retention policies, and responses are deleted or anonymised when that period ends. When a customer's contract ends, its data is deleted or returned. Enquiry, customer and partner records are kept for as long as the relationship lasts and for as long afterwards as we need them for legal, tax or accounting purposes. Newsletter subscribers are kept until they unsubscribe. When we no longer need information, we delete it securely or anonymise it.
9. Security
CX Index has been ISO 27001 certified since 2018. We use technical and organisational measures, including encryption and role based access control, to protect personal information against unauthorised access, loss or misuse. See our trust centre for more.
10. Cookies
Our website does not set cookies for analytics or advertising, and it loads nothing from third party font or tracking services. Everything on the site, including its fonts, is served from cxindex.com. If we add analytics or marketing cookies in future, we will ask for your consent first and list them here.
11. Your rights
Under data protection law, including the GDPR, you have the right to access your personal information, to correct it, to have it deleted, to restrict or object to how we use it, to receive it in a portable format and to withdraw consent at any time where we rely on consent. To use any of these rights, email privacy@cxindex.com. We will reply within one month.
If you are unhappy with how we have handled your information, you can complain to the Data Protection Commission in Ireland at dataprotection.ie, or to the supervisory authority where you live or work.
12. Children
Our website and services are for businesses. They are not directed at children, and we do not knowingly collect information from children through them.
13. Changes to this notice
We may update this notice from time to time. The date at the top shows when it last changed.