Privacy approach
Privacy by design, for conversations and journeys
Satisfied captures staff–customer sales conversations and links them to anonymous journeys from your cameras. Here is exactly what happens to that data.
We review every deployment with the retailer's data protection officer.
Privacy by design
- No facial recognition. No voiceprints used to identify customers. Customers are anonymous IDs.
- Only staff conversations are captured, not the whole store. Staff can pause at any time.
- Satisfied is designed so that audio is processed in the store and in the EU, and raw audio is deleted once it has been processed.
- Satisfied is designed so that transcripts are pseudonymised and deleted after 30 days, and only aggregated insights are kept.
- Nobody listens to recordings by default. Managers see structured insights, not audio.
- Satisfied is designed to go live with clear signage in store, information to staff, and a data protection impact assessment (DPIA) with every retailer.
What we store, and for how long
| Data | How it is handled | For how long |
|---|---|---|
| Raw audio | Captured from staff conversations through the staff app. Designed to be processed in the store and in the EU. | Designed to be deleted once it has been processed |
| Transcripts | Designed to be pseudonymised, with names and numbers redacted. | Designed to be deleted after 30 days |
| Conversation insights | Aggregated topics, requests, obstacles and outcomes. | Kept (aggregated only) |
| Journeys | Anonymous IDs: zone entries, dwell times and paths. A new random ID for every visit. | Kept as anonymous journeys |
| Video | Satisfied uses the video streams to extract movement and zone events. | Which footage, if any, is retained by your existing camera system stays under your current policies |
What staff should know
What is captured
Only sales conversations between staff and customers, through the Satisfied app on the staff phone. Not the whole store.
The pause button
Staff can pause at any time with one tap, for example when a customer doesn't want to be recorded, or during a private conversation.
Coaching is private
Each seller's feedback is visible only to that seller. Managers see team and store patterns, never rankings or individual scores.
How an anonymous journey works
- 01A visitor enters and is assigned a random ID, nothing about who they are.
- 02The ID follows their movement between cameras as they pass zones, the fitting room and checkout.
- 03A conversation captured by the staff app is linked to the visit by time and place, never by identity.
- 04At checkout the journey is matched to the receipt by time and till, with no card or loyalty data.
- 05When the visit ends the ID is retired. The next visit by the same person gets a new, unrelated ID.
GDPR
Satisfied acts as a data processor for the retailer. Every customer gets a data processing agreement. Satisfied is designed to go live with clear signage in store, information to staff, and a data protection impact assessment (DPIA) with every retailer. Where required, staff representatives are consulted before the start. We review every deployment with the retailer's data protection officer.
Questions about privacy?
We are happy to walk your DPO, legal team and staff representatives through the setup in detail.
Privacy questions
Only staff conversations are captured, not the whole store. Staff can pause at any time. No facial recognition. No voiceprints used to identify customers. Customers are anonymous IDs.
Nobody listens to recordings by default. Managers see structured insights, not audio. Satisfied is designed so that raw audio is deleted once it has been processed.
Satisfied uses the video streams to extract movement and zone events. Which footage, if any, is retained by your existing camera system stays under your current policies.
No. Each visit gets a new random ID. Satisfied does not link visits to each other or to a person.
Coaching goes to the seller, not to a scoreboard. Managers see team patterns, never rankings. Service metrics are measured at zone and store level, never on individual employees.