Privacy & T&C

The protection of your personal data is very important to us. As market researchers, we are also subject to the strict guidelines of the Federal Data Protection Act and the professional code of conduct for market researchers. Here you can read how we ensure data protection on a daily basis and exactly which rules we adhere to.

Privacy policy for visitors to the website

We strictly comply with the legal requirements when handling your data. → Read details

Conditions of participation for studies

Your participation is basically voluntary. Your data will be treated confidentially and evaluated in anonymized form. → Read details

Data protection and data security for our customers

Your data is in safe hands with us. → Read details

General Terms and Conditions
Our terms and conditions are in accordance with the recommendations of ADM and BVM and apply to all contracts and services provided by BCM. Best Customer Management. Ltd. → Read details

Privacy policy for website visitors

1. Data protection at a glance

General Information
The following information provides a simple overview of what happens to your personal data when you visit our website. Personal data is any data by which you can be personally identified. For detailed information on the subject of data protection, please refer to our privacy policy listed below this text.

Data collection on our website
Who is responsible for data collection on this website?

The responsible party for data processing on this website is:

BCM. Best Customer Management. GmbH
Frauenstr. 22
80469 Munich, Germany

Phone: +49 (0) 89 2323988-21
E-Mail: info@best-customer-management.com

The internal data protection officer of BCM. Best Customer Management. GmbH is:

BCM. Best Customer Management. GmbH
Thomas U. Hamele
Frauenstr. 22
80469 Munich, Germany

Phone: +49 (0) 89 2323988-21
E-Mail: hamele@best-customer-management.com

How do we collect your data?

On the one hand, your data is collected by you providing it to us. This can be, for example, data that you enter into a contact form.

Other data is collected automatically by our IT systems when you visit the website. This is mainly technical data (e.g. internet browser, operating system or time of page view). The collection of this data takes place automatically as soon as you enter our website.

What do we use your data for?

Some of the data is collected to ensure error-free provision of the website. Other data may be used to analyze your user behavior. If you send us data via a contact form, the data will be used exclusively for the associated purpose (for example, to process orders/bookings or to send information material).

What rights do you have regarding your data?

You have the right to receive information about the origin, recipient and purpose of your stored personal data free of charge at any time. You also have a right to request the correction, blocking or deletion of this data. For this purpose, as well as for further questions on the subject of data protection, you can contact us at any time at the address given in the imprint. Furthermore, you have the right to lodge a complaint with the competent supervisory authority.

Third-party analytics and tools

When visiting our website, your surfing behavior can be statistically evaluated. This is done primarily with cookies and with so-called analysis programs. The analysis of your surfing behavior is usually anonymous; the surfing behavior cannot be traced back to you. You can object to this analysis or prevent it by not using certain tools. You can find detailed information on this in the following privacy policy.

 

2. General notes and mandatory information

Data protection
We take the protection of your personal data very seriously and treat your personal data confidentially and in accordance with the statutory data protection regulations and this data protection declaration.

When you use this website, various personal data are collected. Personal data is data with which you can be personally identified. This privacy policy explains what data we collect and what we use it for. It also explains how and for what purpose this is done.

We point out that data transmission over the Internet (e.g. communication by e-mail) security gaps. A complete protection of the data against access by third parties is not possible.

Revocation of your consent to data processing
Many data processing operations are only possible with your express consent. You can revoke consent you have already given at any time. For this purpose, an informal communication by e-mail to us is sufficient. The legality of the data processing carried out until the revocation remains unaffected by the revocation.

SSL or TLS encryption
This site uses SSL or TLS encryption for security reasons and to protect the transmission of confidential content, such as orders or requests that you send to us as the site operator. You can recognize an encrypted connection by the fact that the address line of the browser changes from “http://” to “https://” and by the lock symbol in your browser line.

If SSL or TLS encryption is activated, the data you transmit to us cannot be read by third parties.

Information, blocking, deletion
You have the right within the scope of the applicable legal provisions at any time to free information about your stored personal data, their origin and recipient and the purpose of data processing and, if necessary, a right to rectification, blocking or deletion of this data. For this purpose, as well as for further questions on the subject of personal data, you can contact us at any time at the address given in the imprint or contact our data protection officer.

 

3. Data collection on our website

Cookies
The Internet pages partly use so-called cookies. Cookies do not cause any damage to your computer and do not contain viruses. Cookies serve to make our offer more user-friendly, more effective and safer. Cookies are small text files that are stored on your computer and saved by your browser.

Most of the cookies we use are so-called “session cookies”. They are automatically deleted after the end of your visit. Other cookies remain stored on your terminal device until you delete them. These cookies allow us to recognize your browser on your next visit.

You can set your browser so that you are informed about the setting of cookies and only allow cookies in individual cases, exclude the acceptance of cookies for certain cases or in general and activate the automatic deletion of cookies when closing the browser. When deactivating cookies, the functionality of this website may be limited.

Cookies that are required to carry out the electronic communication process or to provide certain functions you have requested are stored on the basis of Art. 6 (1) lit. f DSGVO. The website operator has a legitimate interest in storing cookies for the technically error-free and optimized provision of its services. Insofar as other cookies (e.g. cookies for analyzing your surfing behavior) are stored, these are treated separately in this privacy policy.

Server log files
The provider of the pages automatically collects and stores information in so-called server log files, which your browser automatically transmits to us. These are:

a) Browser type and browser version

b) operating system used

c) Referrer URL

d) Host name of the accessing computer

e) Time of the server request

f) IP address (anonymized)

This data is not merged with other data sources.

The basis for the data processing is Art. 6 para. 1 lit. f DSGVO, which permits the processing of data for the fulfillment of a contract or pre-contractual measures.

Registration on this website
You can register on our website to use additional functions on the site. We use the data you enter for this purpose only for the purpose of using the particular offer or service for which you have registered. The mandatory information requested during registration must be provided in full. Otherwise we will reject the registration.

For important changes, for example in the scope of the offer or in the case of technically necessary changes, we use the e-mail address provided during registration to inform you in this way.

The processing of the data entered during registration is based on your consent (Art. 6 para. 1 lit. a DSGVO). You can revoke your consent at any time. For this purpose, an informal communication by e-mail to us is sufficient. The legality of the data processing already carried out remains unaffected by the revocation.

The data collected during registration will be stored by us as long as you are registered on our website and will then be deleted. Legal retention periods remain unaffected.

 

4. Analysis tools and advertising

Matomo

Matomo is an open source web analytics platform. A web analytics platform is used to the website owner to measure, collect, analyze and report visitor data to understand and optimize their website. If you would like to see what Matomo looks like, you can access a demo version at: https://demo.matomo.cloud.

With Matomo Analytics, data protection is a matter of course. All collected data is stored only in BCM. Best Customer Management. no other company (or Matomo team member) can access this information. Logs or report data are never sent by Matomo to other servers.

Matomo is used to analyze the behavior of website visitors to identify potential pitfalls; pages not found, search engine indexing problems, which content is most appreciated… Once the data is processed (number of visitors reaching a page not found, viewing only one page…), Matomo generates reports for website owners to take action, e.g. change the layout of pages, publish fresh content… etc.

The processing of your personal data, such as cookies, helps us to identify what works and what does not on our website. For example, it helps us to see whether the way we communicate is appealing or not and how we can better organize the structure of the website. Our team benefits from processing your personal data, and it directly impacts the website. By processing your personal data, you benefit from a website that is always improving.

Without the data, we would not be able to provide you with the service we currently offer. Your data will only be used to improve the user experience on our website and to help you find the information you are looking for.

Your privacy is an important concern for us. Therefore, no personal data is processed with Matomo, the data is stored anonymously and not passed on to third parties. The data obtained via Matomo is used exclusively by BCM. Best Customer Management. The data collected in Matomo is used only for audience measurement and evaluation of website performance and not for other purposes.

In relation to your data may exercise the following rights:

Right of access: You may request us to access your personal data at any time.
Right to erasure: You may request us to erase any personal data we process about you at any time.
Right to object: You can object to the tracking of your personal data by using
the following opt-out function:

You have the option to prevent actions you take here from being analyzed and linked. This will protect your privacy, but will also prevent the owner from learning from your actions and improving the usability for you and other users.

You may choose to prevent this website from aggregating and analyzing the actions you take here. Doing so will protect your privacy, but will also prevent the owner from learning from your actions and creating a better experience for you and other users.

Your visit to this website is currently collected by Matomo web analytics. Deselect this checkbox for opt-out.

 

Albacross
This website uses the Albacross analysis tool.

Information collected through cookies in your device that is considered personal data is processed by Albacross, a company that provides lead identification and advertising services with offices in Stockholm and Krakow. Full contact details can be found below.

The purpose of processing personal data is to enable Albacross to improve a service for us and our website (e.g., “lead generation” service) by including data about businesses in its database.

The data collected and used by Albacross for this purpose is information about the IP address from which you visit our website and technical information that allows Albacross to distinguish different visitors from the same IP address. Albacross stores the domain from the form input to correlate the IP address with your employer.

You may withdraw your consent to this processing at any time. The revocation can be done either by contacting us or by contacting Albacross directly.

Albacross Nordic AB
Company registration no. 556942-7338
Kungsgatan 26111
35 Stockholm, Sweden
www.albacross.com – contact@albacross.com

 

Google Web Fonts

This page uses so-called web fonts provided by Google for the uniform display of fonts. When you call up a page, your browser loads the required web fonts into its browser cache in order to display texts and fonts correctly.

For this purpose, the browser you use must connect to Google’s servers. This enables Google to know that our website has been accessed via your IP address. The use of Google Web Fonts is in the interest of a uniform and appealing presentation of our online offers. This represents a legitimate interest within the meaning of Art. 6 para. 1 lit. f DSGVO.

If your browser does not support web fonts, a default font is used by your computer.

For more information about Google Web Fonts, please visit https://developers.google.com/fonts/faq and see Google’s privacy policy: https://www.google.com/policies/privacy/.

 

Google Maps

This site uses the map service Google Maps via an API. The provider is Google Inc, 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA.
To use the functions of Google Maps, it is necessary to store
your IP address. This information is usually transferred to a Google server in the USA and stored there. The provider of this site has no influence on this data transmission.
The use of Google Maps is in the interest of an appealing presentation of our online offers and an easy location of the places indicated by us on the website. This represents a legitimate interest within the meaning of Art. 6 para. 1 lit. f DSGVO.

You can find more information on the handling of user data in Google’s privacy policy: https://www.google.de/intl/de/policies/privacy/.

 

5. Newsletter

Newsletter data
If you would like to receive the newsletter offered on the website, we require an e-mail address from you as well as information that allows us to verify that you are the owner of the specified e-mail address and agree to receive the newsletter. Further data is not collected or only on a voluntary basis. We use this data exclusively for sending the requested information and do not pass it on to third parties.

The processing of the data entered in the newsletter registration form is based exclusively on your consent (Art. 6 para. 1 lit. a DSGVO). You can revoke your consent to the storage of the data, the e-mail address and their use for sending the newsletter at any time, for example via the “unsubscribe” link in the newsletter. The legality of the data processing operations already carried out remains unaffected by the revocation.

The data you provide us with for the purpose of receiving the newsletter will be stored by us until you unsubscribe from the newsletter and will be deleted after you unsubscribe from the newsletter. Data stored by us for other purposes (e.g. e-mail addresses for the member area) remain unaffected by this.

6. Contact form

If you send us inquiries via the contact form, your data from the inquiry form including the contact data you provided there will be stored by us for the purpose of processing the inquiry and in case of follow-up questions. We do not pass on this data to third parties.

Declaration of the conditions of participation for studies

BCM. Best Customer Management. GmbH, as a German market research company, is subject to German data protection laws and the strict code of conduct of BVM (Berufsverband Deutscher Markt- und Sozialforscher e.V.) and ADM (Arbeitskreis Deutscher Markt- und Sozialforschungsinstitute e.V.). The following principles apply to all surveys conducted by BCM. itself or on behalf of BCM:

Voluntariness: Participation in the surveys is always voluntary.

Confidentiality: The data collected will be treated in strict confidence.

Anonymity: The responses sent to us will only be evaluated in anonymous form.

Right of objection: If you have been contacted by us as part of a market research survey and no longer wish to be surveyed in the future, please inform us of this in writing at our company address or in an email to info@best-customer-management.com. Please state the subject of the survey, the approximate time of the contact and your contact data to be blocked so that we can assign your data to a survey. If you have any further questions about our surveys, please also take a look at our FAQs for survey participants or send your personal inquiry to our data protection officer:

Your contact person: 

Thomas U. Hamele | Data Protection Officer

Data protection and data security for our customers

Every day we work with highly sensitive data. We know exactly how important the confidentiality of the transmitted, collected and evaluated data is for you. That’s why we take it very seriously here, too.

As market researchers, we are subject to the strict guidelines of the German Federal Data Protection Act (BDSG) and, as a member of the Professional Association of German Market and Social Researchers (BVM), we are also bound by the professional guidelines for handling data in market and social research, which are published jointly by the BVM and the Working Group of German Market and Social Research Institutes (ADM).

For us, the use of a strict IT security concept in accordance with §9 BDSG is a matter of course. We complete data protection audits at regular intervals for review.

Our employees are already committed to confidentiality and data secrecy when they are hired. Our employees receive a detailed briefing on information security and data protection on their first day at work. Regular training ensures that data protection skills are kept up to date.

In our company, all systems and files are protected against unauthorized access by a personalized password system.

Data storage, processing and use within the scope of market research studies are generally carried out entirely on BCM’s own systems. Best Customer Management. GmbH in Germany. We do not use any cloud services or similar.

Our online questionnaires are hosted in a secure data center, protected by comprehensive access controls. The redundant infrastructure is protected from the outside by state-of-the-art firewalls. The connection between the participant’s client (browser) and the survey servers is usually TLS-encrypted (recognizable by “https” in the address bar of your browser). The delivery of the invitation emails is also TLS-encrypted, provided this is supported by the receiving mail system.

Personal data in commissioned studies will only be used within the scope of the study to be conducted, will not be passed on to third parties and will be deleted by BCM. after completion of the study.

Particularly in the case of employee surveys, it is immensely important that the evaluation is completely anonymous. To ensure this anonymity, we do not report results if the question was answered by fewer than five employees. Even in mystery shopping and mystery call studies, in which the service quality of individual company departments such as call centers, customer care or complaint management is surveyed, we do not pass on any personal data such as employee names to the client or other third parties.

General terms and conditions

§ 1 Scope The following terms and conditions shall apply between the Customer (hereinafter: Customer) and BCM. Best Customer Management. GmbH as contractor (hereinafter: Contractor) for all services of the Contractor, agreed upon in writing as well as verbally, unless otherwise agreed upon in writing. General Terms and Conditions of the Customer that conflict with or contradict these General Terms and Conditions shall only apply if expressly agreed between the parties.
§ 2 Subject matter The Contractor shall perform its activities in accordance with the principles of consulting services and taking into account the recognized rules of the profession of market and social researchers.

§ 3 The task, the procedure, the type of work results, the time required as well as the fee to be paid shall be regulated in written agreements. Changes, additions or extensions to the task, the procedure and the type of work results require a special written agreement. This also applies to the waiver of the written form itself. (2) The Contractor’s offer shall serve exclusively for the purpose of decision-making on the award of the contract. Unless otherwise agreed, the content of the offer may not be published in whole or in part by the Client or passed on to third parties.

§ 4 Exclusivity The Contractor shall not grant the Client any exclusivity unless it is expressly agreed in writing, also with regard to duration and additional fee.

§ 5 Reports, Use The CL shall receive the documentation of the work results exclusively for its own use within the framework of the contractual agreements. The content may not be published by the CL either in whole or in part or passed on to third parties unless expressly agreed in writing.

§ 6 Rights Unless otherwise agreed, all rights to the information and data of any kind accrued/collected during the execution of the order shall remain with the Contractor. The Client shall be entitled to use the information and data provided by the Contractor within the scope of the contractual agreements made.

§ 7 Mention of the Client’s name by the Contractor The Client agrees that the Client’s company name and company logo may be used in the Contractor’s external communications.

§ 8 The Contractor undertakes to retain survey documents and data carriers for a period of 12 months after the work results have been provided.

§ 9 Acceptance The Contractor shall make the work results provided in accordance with the contract available for acceptance. If the Client does not accept the work results after they have been made available for a reason other than an immediate and justified complaint, the work results shall be deemed accepted two weeks after they have been made available. Use of the work results by the Client, in whole or in part, shall be deemed equivalent to acceptance.

§ 10 Warranty, Liability The Contractor shall be liable for damages for which it or its employees are responsible due to intent or gross negligence, irrespective of the legal grounds, once only up to a total amount of 50% of the order value, but not exceeding a total amount of EUR 25,000.00. Any further liability shall be excluded.

§ 11 Force Majeure Events of force majeure that make it significantly more difficult or impossible for the Contractor to perform shall entitle the Contractor to postpone the performance of its obligation by the duration of its hindrance and by an additional reasonable start-up period. In the event of impossibility, the Contractor shall be entitled to discontinue the performance of the service.

§ 12 If the Client fails to comply with a contractually agreed duty to cooperate, the Contractor shall be entitled to terminate the contract after expiry of a reasonable grace period. The Contractor shall retain the right to remuneration taking into account § 642 para. 2 BGB (German Civil Code). The Contractor’s claims for compensation for the additional expenses incurred by him due to the delay or the failure to cooperate on the part of the Client as well as the damage caused shall also remain unaffected, even if the Contractor does not make use of the right of termination.

§ 13 The fee shall be agreed as a lump sum as a fixed price or on a time and material basis. Incidental project costs shall result from the contract. The total amount shall be paid without deductions. The due dates are agreed in the contract. Fees and incidental costs are exclusive of value added tax. The Client shall have no right of set-off or retention.

§ 14 Miscellaneous 1. the law of the Federal Republic of Germany shall apply. If provisions of these GTC are invalid, the remaining provisions shall not be affected thereby. The parties undertake to replace the invalid provisions by economically equivalent and valid ones. Amendments and supplements to these GTC must be made in writing. This also applies to the amendment of this written form clause. The place of jurisdiction for all disputes arising from existing contractual relationships between the Parties and in connection therewith shall be the Contractor’s registered office. The Contractor shall also be entitled to sue the Client at other places of jurisdiction if necessary.