The UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.

View our 'what we do with your personal data when you...' infographic for a basic overview of the below information.


Purpose and lawful basis for processing

We have commissioned the Institute of Customer Service (ICS) to conduct customer experience surveys on our behalf to help us better understand our customer experience performance.

The ICO will run customer experience surveys periodically. When the ICO is planning to conduct a customer experience survey, customers who access our services by telephone will be invited to participate. Customers who access our services via email will be emailed to ask if they want to participate and given the option to opt-out.

This customer research relies on 6(1)(e) – Public task.

What we need

To complete this customer research we require:

  • Customer names
  • Customer email addresses
  • Language preference (English or Welsh)

What we do with it

To complete this customer research we need ICO customer’s email addresses in order to route the electronic surveys.

We also need names in order to minimise the chance of the emails being taken for a scam and for reasons of basic friendliness.

If customers ask us to communicate in Welsh, we will honour their preferences.

We will send details of the participants through to ICS, who will then contact them to complete the survey on behalf of the ICO. The survey results will be returned to the ICO in a fully anonymised form.

You will not be contacted to participate in any additional ICO customer experience surveys unless you wish to be.

How long we keep it

The ICS will delete the personal data 30 days after the survey has closed.

The ICO will also delete the personal data 30 days after the survey closes.

What are your rights?

For more information on your rights, please see 'Your data protection rights'.

Do we use any data processors?

This work uses three data processors:

  • The Institute of Customer Service (ICS)
  • TLF Research
  • Amazon Web Services (AWS)

The ICS is conducting the research on behalf of the ICO, in partnership with TLF Research. Please see the ICS’ privacy notice.

AWS is used to store the data. This is only stored in the UK and Ireland.

Do we transfer data overseas?

No, none of the data in this work is transferred overseas.