Privacy policy · User Evaluation

Your privacy is important to us. This Privacy Policy applies to services provided by User Evaluation, a product of Neu Software LLC (“we”, “us” or “Company”), and to our website, product pages, web applications and other digital products that link to or reference this policy (together, the “Services”).

It explains what information we collect from users of the Services (a “user”, “you” or “your”), including information that may be used to identify you personally (“Personal Information”), and how we use it. It applies to any visitor to or user of the Services, whether you use them as a customer, as a person a customer has invited to their workspace, or as a participant in an interview.

We may change this policy at any time. We will notify you of changes by posting the new policy on this page and, for material changes, by email to the primary address on your account. Changes take effect when posted. Your continued use of the Services after changes are posted means the collection, use and sharing of your Personal Information is subject to the updated policy.

Please read this policy carefully. By providing Personal Information to us, you consent to our collecting, holding, using and disclosing it in accordance with this policy. You do not have to provide Personal Information to us, but this may limit your ability to use or access the Services. Contact details are at the end.

1. How this policy works

This policy applies to your information when you visit our website or otherwise use the Services. It does not apply to websites, apps, products or services that we do not own or control, including third-party services and websites (“Third Party Services”) and the websites, apps, products and services of our customers (“Customers”).

That means this policy does not explain what our Customers do with information we provide to them, or with information they collect directly from you as a person they have invited to their workspace (an “Authorised User”). Information provided by or to third parties, including our Customers, is governed by their own privacy policies, which we encourage you to review.

Who you are to us

Customers and Authorised Users run studies, read study reports and manage a workspace. We act on the Customer’s instructions for the content of that workspace.
Participants are the people who take part in AI-moderated voice interviews. We recruit, screen and pay participants ourselves, so we are responsible for the participant profile and payout information described below. The recording and transcript of an interview is delivered to the Customer who commissioned it, under the consent you give before the call. See the participant consent notice.
Visitors read the site. We collect only the technical information and cookies described in sections 2 and 6.

2. What information we collect

Information you give us

profile information such as your name, email address and profile photo (“Account Information”). If you sign in with Google, Google sends us your name, email address, profile picture and a Google account identifier; we never see your Google password;
the content you create in the Services, such as studies, interview briefs, screeners, questions, agent briefs, notes, tags, highlights and files;
content, files or other media you upload or import into the Services, including audio and video recordings, transcripts, documents, decks and CSV exports, and anything you import through our integrations;
when you subscribe to a paid plan or buy interviews, your billing details including your billing address. Card details are entered directly with our payment processor, Stripe, and we do not store full card numbers;
details of services we have provided to you or that you have enquired about, and your correspondence with support;
your responses to questionnaires, surveys or requests for feedback;
additional Personal Information that you provide to us directly or indirectly through your use of the Services, or through associated accounts from which you permit us to collect information.

Information from participants

If you take part in interviews, we also collect:

your participant profile and screener answers, such as your country, language, occupation, the tools you use and the answers you give to a study’s screening questions;
the audio recording and transcript of each interview you take part in, including your voice, together with the consent you gave before the call;
payout details such as your PayPal address or bank account details, your country, and a record of what we have paid you;
information about your sessions, such as attendance and flags raised by Customers.

Information from agent sessions (Swarm)

Swarm agents are software, not people. When a Customer runs agents on their own product, we record what the agent does: the accounts it creates, the pages it visits, the actions it takes and what it reports back. That record belongs to the Customer’s workspace. If a Customer’s product contains Personal Information of its own users, the Customer is responsible for ensuring the agents may lawfully access it; we do not collect that information for our own purposes.

Technical Information

We log certain information (“Technical Information”) about your access to and use of the Services. This includes:

device data: the type of device you use, device identifiers and similar hardware qualifiers, your browser, your operating system and approximate geographic location;
usage data: search terms entered, pages viewed, features used and other usage behaviour identified by analytics events;
network and internet information: URLs and Internet Protocol (IP) addresses;
information collected through cookies and similar technologies (see section 6).

Customer Data

If you use the Services as a Customer, we process Customer Data in the course of our business relationship with you. “Customer Data” means data that you as a Customer upload to or create within the Services, which may include Personal Information about you, your representatives, your Authorised Users, your own users or the people whose recordings you upload. Customer Data is governed by the Customer’s own privacy policy. Authorised Users should review the Customer’s privacy policies and notices for more information about its practices.

3. How we use the information we collect

We collect and use your information:

to enable you to access and use the Services;
to enable you to add Customer Data to the Services;
to run interviews: to match participants to studies, schedule and moderate calls, record and transcribe them and deliver them to the Customer;
to prevent duplicate accounts and fraud, and pay participants for completed sessions;
to run agent sessions on a Customer’s product and report what the agents find;
to improve the Services through research and development;
to otherwise deliver and improve the Services and your overall experience;
to process your payments where you have signed up to a paid plan or bought interviews;
to contact and communicate with you, including transactional email such as sign-in links, email verification, password resets, receipts, interview invitations and payout notices, which we send through Resend;
to prevent and address technical problems;
to analyse how you use the Services with analytics tools;
to help us understand traffic patterns and know if there are problems with the Services;
to provide support if you ask for it;
for internal record keeping;
for advertising and marketing, including to send you information about our products and services. You can opt out of marketing email at any time using the link in the email or by contacting us;
in connection with a merger, acquisition, reorganisation or similar transaction;
when required by law or to respond to legal process;
to protect our users, the lives of others, and the rights or property of the Company;
to maintain the security of the Services;
for any other purpose with your consent.

4. AI models

We use AI models, including large language models and speech models, to deliver the Services: to moderate interviews, transcribe recordings, run agent sessions and produce study reports and answers.

To do that, we send the content needed for the task to the model providers we work with. For an interview that means the audio and transcript of the call; for analysis it means the content of the evidence base you ask about. We send only what the task needs. We do not send your account or billing details.

Your data is yours. As we use AI to improve the Services, we uphold your data privacy and security.

User Evaluation is a collaborative cloud product built for teams. That means sharing information with others through the Services, and with certain third parties. We share information as described below.

Within the Services

with other users of the Services, for example when you share a workspace, a study report or a view-only link with them;
between Customers and participants. The Customer who commissioned an interview receives the recording, the transcript and the profile and screener answers relevant to the study. Customers do not receive a participant’s contact details or payout details unless the participant chooses to share them during the session. Participants do not receive Customers’ contact details.

With service providers

We share information with partners and service providers who help us provide the Services, under contracts that limit what they may do with it. They include:

cloud hosting and storage providers;
AI model providers, for the purposes and under the limits in section 4;
Stripe, which processes payments and stores card details on our behalf;
Resend, which delivers our transactional email;
Google, when you sign in with Google;
PayPal and banking partners, to pay participants;
analytics and error-monitoring tools.

With others

Third Party Services, such as integrations you connect to the Services;
government authorities and law enforcement officials, if we believe disclosure is necessary or appropriate to comply with laws or regulations, to protect the rights, property or safety of us or others, or to prevent or stop activity we consider illegal, unethical or legally actionable;
a buyer or successor in connection with a merger, acquisition, reorganisation or sale of assets;
other third parties with your consent.

We do not sell Personal Information.

6. Cookies and tracking technologies

We, our service providers and partners may use cookies and similar technologies, such as web beacons, to collect information about you when you interact with the Services. We use these to deliver a better experience, to analyse how the site is used and to personalise the Services.

Cookies are small data files stored on your device when you visit a website. Web beacons are small graphic images placed on a web page or in an email that let us tell whether you have performed a specific action. We use the following types:

Essential cookies, required for the operation of the Services, including the cookies that keep you signed in to secure areas.
Analytics cookies, used to measure and analyse how users interact with the Services. We may also use other tracking technologies, such as pixel tags.
Advertising cookies, which track your browsing habits and are used to deliver advertisements that are more relevant to you.

We use the information collected by cookies and tracking technologies to remember your preferences and settings; to conduct research and diagnostics to improve the Services; to monitor performance; to prevent fraud; to improve security; to deliver content, including ads, tailored to your interests; and to analyse how the Services are being used.

For more detail, see our cookie policy.

7. How we protect your information

We have implemented technical, organisational and administrative measures designed to protect the information we collect from or about you. These include encryption, authentication and access controls, firewalls and data loss prevention technology.

We prioritise the security of Customer Data and participant data. Every piece of information you share with us, or that we collect from your use of the Services, is encrypted in transit using TLS (SSL) so that it cannot be read while it travels across the internet.

At rest, your information, including interview recordings and transcripts, is stored in encrypted databases and storage designed to defend against unauthorised access. We monitor and update our security infrastructure on an ongoing basis. Our security page has more detail.

8. Data storage, transfer and security

We store information collected through the Services with cloud infrastructure providers in the EU and the US. The application servers and new files are in the EU; older files are in the US. Some of the service providers listed above may process it in other countries. By using the Services, you consent to the transfer of your information to, and its collection and processing in, the EU, the US and those countries, which may have data protection laws that differ from those where you live.

Where the law where you live requires it, we rely on appropriate safeguards for such transfers, such as standard contractual clauses with our service providers. We take reasonable steps to ensure that your information is treated securely and in accordance with this policy.

9. Links to other websites

The Services may contain links to other websites or services. We are not responsible for the privacy practices of those websites or services and encourage you to read their privacy policies.

10. How long we keep your information

We retain your information for as long as your account is active or as needed to provide you with the Services. We also retain and use your information as necessary to comply with our legal obligations, resolve disputes and enforce our agreements.

Interview recordings and transcripts are kept for as long as the Customer keeps them in their workspace. Customers can delete them at any time, and workspace admins can set a retention period.
Billing and payout records are kept for as long as tax and accounting law requires.

11. Your rights

Depending on where you live, you may have rights over your Personal Information, including the right to access, correct, delete and restrict the processing of it. You may also have the right to object to certain processing, the right to data portability, the right to withdraw consent at any time, and the right to lodge a complaint with a supervisory authority.

To exercise any of these rights, contact us at support@userevaluation.com. We will respond within a reasonable time. We may need to retain certain information for record keeping, to complete transactions or where the law requires it.

We may ask you for specific information to confirm your identity before we act on a request. This is a security measure to make sure Personal Information is not disclosed to anyone who has no right to receive it. We may also contact you for more information about your request to speed up our response.

If you are a participant and want to withdraw from a study after an interview, tell us and we will ask the Customer to remove your recording. Because the Customer controls its workspace, we cannot guarantee removal of copies the Customer has already made.

12. Children

The Services are not directed at anyone under the age of eighteen, and we do not knowingly collect Personal Information from them. Participants must be at least eighteen to join the pool. If you believe a child has provided us with Personal Information, contact us and we will delete it.

13. Contact us

If you have questions about this policy or our privacy practices, contact us at support@userevaluation.com. The controller of the information described in this policy is Neu Software LLC, trading as User Evaluation.

Privacy policy.What we collect, and why.