Privacy Policy

1. Who We Are

SCORE Metrics LLC ("SCORE Metrics", "we", "us", or "our") operates the ScoreMetrics platform, a competitive brand-ranking and customer-satisfaction analytics service. We act as a Data Controller for information collected through this website and platform, and as a Data Processor for contact information uploaded by our Clients.

Contact:
privacy@scoremetrics.com

2. Information We Collect

2.1 Information You Provide Directly

Account registration: email address, full name, and a hashed password.
Contact lists: names, email addresses, and phone numbers of survey respondents uploaded by platform users (Campaign Managers or Managers).
Survey responses: brand-ranking answers submitted by respondents through survey links.
Billing information: payment card details and billing address — processed directly by Stripe and never stored on our servers.
Support communications: messages you send to us by email or through the contact form.

2.2 Information Collected Automatically

Usage data: pages visited, features used, timestamps, and IP address.
Device and browser information: browser type, operating system, and screen resolution.
Cookies and similar technologies: session authentication cookies and, with your consent, analytics cookies. See Section 6 and our Cookie Policy for details.

3. How We Use Your Information

Lawful Bases (GDPR)

Where the GDPR applies, we rely on the following lawful bases:

Contract performance — to create and manage your account and deliver the services you have subscribed to.
Legitimate interests — to improve the platform, prevent fraud, and ensure security.
Consent — for optional analytics cookies and marketing communications (where opted in).
Legal obligation — to comply with applicable laws and respond to lawful requests.

Specifically, we use your information to:

Provide, maintain, and improve the SCORE Metrics platform.
Send survey invitations and reminders via SendGrid (Email) and Twilio (SMS) on behalf of platform users to their uploaded contacts.
Process payments and manage subscriptions via Stripe.
Send transactional emails (account creation, password reset, notifications) via SendGrid.
Send survey SMS messages via Twilio.
Detect, investigate, and prevent security incidents and abuse.
Comply with our legal obligations.

3.1 Survey Analytics

Survey responses are combined and presented to Campaign Managers as aggregated statistics — brand scores, rankings, and response timelines. We do not display individual responses. As a further protection for respondents, detailed breakdowns are only shown once a minimum number of responses have been collected for a given group. This ensures that no individual respondent's choices can be inferred from the results. Campaign-level totals (such as total response count and response rate) are always available regardless of sample size.

4. Messaging Consent & Opt-In Disclosure

SCORE Metrics LLC provides the technical infrastructure for Clients to communicate with their customers. Because our Clients provide the contact lists, SCORE Metrics does not directly solicit or collect initial consent from respondents. Instead, all Clients are contractually required to obtain and maintain verifiable "opt-in" consent before importing contact data into the platform.

To ensure compliance with TCPA and CTIA requirements, we mandate that Clients use one of the following clear, unambiguous consent statements at their point of data collection:

Email Opt-in: "By providing your email address, you agree to receive promotional updates and surveys from [Company Name]. You can unsubscribe at any time."
SMS Opt-in: "By checking this box, you consent to receive recurring automated marketing and survey text messages from [Company Name] at the number provided. Consent is not a condition of purchase. Msg & data rates may apply. Reply STOP to opt-out."
Combined (Email & SMS): "I agree to receive recurring automated marketing emails and text messages from [Company Name] at the contact information provided. Msg & data rates may apply. I understand I can opt-out at any time via the 'unsubscribe' link or by replying STOP."

5. Data Sharing and Sub-processors

We do not sell your personal data. We share data only with service providers acting as our data processors under appropriate data processing agreements:

Sub-processor	Purpose	Data Transferred
Stripe	Payment processing and subscription management	Billing name, email, payment card data
SendGrid (Twilio)	Transactional and survey email delivery	Email addresses, survey content
Twilio	Survey SMS delivery	Phone numbers, survey message content
Google Analytics	Website usage analytics (consent-based)	Anonymized usage and device data
Cloud hosting provider	Infrastructure, database, and file hosting	All platform data (stored encrypted at rest)

We may also disclose data when required by law, court order, or to protect the rights, property, or safety of SCORE Metrics, our users, or others.

6. Data Retention

Account data: retained for the life of the account and deleted within 30 days of account closure on request.
Contact and survey response data: retained for 24 months from the date of collection by default. Campaign Managers may configure shorter retention periods within the platform.
Audit logs: retained for 12 months for security and compliance purposes.
Billing records: retained for 7 years as required by tax and accounting law.
Analytics data: anonymized after 14 months in Google Analytics.

7. Cookies

We use two categories of cookies:

Essential cookies — required for authentication and platform functionality. These cannot be disabled without breaking the service.
Analytics cookies — Google Analytics cookies that help us understand how the platform is used. These are only set with your consent.

You can manage your cookie preferences at any time using the cookie banner at the bottom of each page, or by visiting our Cookie Policy.

8. Your Rights

Depending on your location, you may have the following rights regarding your personal data:

Access — request a copy of the personal data we hold about you.
Rectification — request correction of inaccurate or incomplete data.
Erasure — request deletion of your personal data (subject to legal retention requirements).
Restriction — request that we restrict processing of your data in certain circumstances.
Portability — receive your data in a structured, machine-readable format.
Objection — object to processing based on legitimate interests.
Withdraw consent — withdraw consent at any time where processing is based on consent (e.g., analytics cookies).

To exercise any of these rights, contact us at privacy@scoremetrics.com. We will respond within 30 days. We may need to verify your identity before processing your request.

9. Data Security

We take security seriously. SCORE Metrics uses end-to-end encryption (XSalsa20-Poly1305), Argon2id password hashing, HTTPOnly JWT session cookies, TLS 1.2+ in transit, and strict access controls. For a full technical description, see our Data Security page.

No system is perfectly secure. If you discover a potential security issue, please report it to security@scoremetrics.com.

10. International Data Transfers

SCORE Metrics is based in the United States. If you access our platform from the European Economic Area (EEA), UK, or other jurisdictions with data transfer restrictions, your personal data may be transferred to and processed in the United States. We rely on Standard Contractual Clauses and the data processing agreements with our sub-processors to ensure appropriate safeguards for such transfers.

11. Children's Privacy

SCORE Metrics is a B2B platform intended for use by businesses and professionals. We do not knowingly collect personal data from anyone under 18 years of age. If you believe we have inadvertently collected such data, please contact us immediately.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify registered users of material changes by email. The "Last updated" date at the top of this page reflects the most recent revision. Continued use of the platform after changes become effective constitutes acceptance of the revised policy.

13. Contact Us and Supervisory Authority

For any privacy-related questions, requests, or complaints, contact us at:

SCORE Metrics LLC
Attn: Privacy
privacy@scoremetrics.com

If you are located in the EEA or UK and are not satisfied with our response, you have the right to lodge a complaint with your local data protection supervisory authority.