Metrix LTD
last updated: 09th June 2026<\/p>\n
This Privacy Policy explains how Metrix Ltd (\u201cMetrix\u201d, \u201cwe\u201d, \u201cus\u201d or \u201cour\u201d) collects, uses, stores and protects personal data. Metrix Ltd is a company registered in England and Wales, with its registered office at Amelia House, Crescent Road, Worthing, England, BN11 1RL.<\/p>\n
We are the \u201cdata controller\u201d for the personal data described in this policy, and we process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. If you have any questions about this policy or how we handle your data, contact us at privacy@metrixanalytics.ai.<\/p>\n<\/div><\/div><\/div><\/div><\/div>
Metrix Ltd provides analytics software to businesses. This policy covers personal data processed across our products and services, which include:<\/p>\n
\u2022\tCall intelligence (our primary product) \u2014 a platform that scores and analyses customer-service calls for quality assurance, processing call recordings and transcripts on behalf of our business customers.<\/p>\n
\u2022\tReviews dashboard \u2014 a platform that consolidates a business customer\u2019s Google reviews and related Business Profile information into a single dashboard, allowing them to monitor review activity, analyse trends and respond to reviews.<\/p>\n
Our services are provided to businesses (\u201cbusiness customers\u201d). In delivering these services we may process personal data relating to our business customers\u2019 own staff and end customers. Where we process such data on behalf of a business customer and under their instructions, we act as a \u201cdata processor\u201d and the business customer is the \u201cdata controller\u201d. Where we determine how and why data is processed (for example, account administration), we act as the data controller.<\/p>\n<\/div><\/div><\/div><\/div><\/div>
2.1 Account and contact data<\/b><\/p>\n
When you register for or use our services, we collect information such as name, business email address, business name, job role, and login credentials. We use this to create and administer your account, provide support, and communicate with you.<\/p>\n
2.2 Call recordings and transcripts (Call intelligence)<\/b><\/p>\n
In providing our Call intelligence product, we process call recordings and transcripts on behalf of our business customers. These may contain personal data relating to the business\u2019s staff and end customers, including spoken or transcribed personal information. We receive this data in two main ways:<\/p>\n
\u2022\tDirectly from third-party call platforms used by our business customers (for example, Elevate). The specific platform varies depending on the systems each customer uses; and<\/p>\n
\u2022\tAs recordings that we convert into transcripts using Microsoft Azure.<\/p>\n
Data minimisation through redaction: we apply redaction to call recordings and transcripts to minimise the personal data we retain, and we do so as early as possible. In some cases, personal data is redacted at source by the third-party platform before we receive it, so we do not receive the unredacted recording. In other cases, we apply redaction ourselves using Microsoft Azure upon receipt. Where we apply redaction ourselves, the original recording may contain personal data for a limited period during processing; the original recording is stored for no more than 24 hours and is then automatically deleted. Our objective is to ensure personal data is removed or masked at the earliest practicable point and not retained beyond what is necessary to provide the service.<\/p>\n
2.3 Google Business Profile data (Reviews dashboard)<\/b><\/p>\n
Where a business customer connects their Google Business Profile to our Reviews dashboard, we access and process data made available through the Google Business Profile API, including:<\/p>\n
\u2022\tBusiness location information (such as business name, address, and listing details);<\/p>\n
\u2022\tReviews and ratings left on the business\u2019s profile, including review text, star ratings, dates, and the reviewer\u2019s public display name and any reviewer information made available by Google;<\/p>\n
\u2022\tReplies to reviews, which we may submit on the business customer\u2019s behalf at their request;<\/p>\n
\u2022\tAccount and location identifiers used to retrieve the correct data.<\/p>\n
Important: we only access a business\u2019s Google data after the business has explicitly authorised us to do so \u2014 either by granting access through Google\u2019s OAuth consent flow, or by adding us as a manager of their Google Business Profile. We request only the access necessary to provide the service (the business.manage scope). A business can withdraw this access at any time through their Google account settings, after which we will no longer be able to access their data.<\/p>\n
2.4 Usage and technical data<\/b><\/p>\n
We collect technical information when you use our services, such as IP address, device and browser type, log data, and information about how you interact with our products. We use this to operate, secure and improve our services.<\/p>\n<\/div><\/div><\/div><\/div><\/div>
Under UK GDPR we must have a lawful basis to process personal data. We rely on the following:<\/p>\n
\u2022\tContract \u2014 to provide our services to business customers under our agreement with them.<\/p>\n
\u2022\tLegitimate interests \u2014 to operate, secure, maintain and improve our services, and to communicate with business customers, where these interests are not overridden by individuals\u2019 rights.<\/p>\n
\u2022\tConsent \u2014 where required, for example where a business authorises access to its Google Business Profile data. Consent can be withdrawn at any time.<\/p>\n
\u2022\tLegal obligation \u2014 to comply with applicable laws and regulatory requirements.<\/p>\n
Where we process data on behalf of a business customer as a processor, that business customer is responsible for ensuring an appropriate lawful basis for the underlying processing (for example, for recording calls or collecting reviews).<\/p>\n<\/div><\/div><\/div><\/div><\/div>
Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Specifically:<\/p>\n
\u2022\tWe only use Google Business Profile data to provide and improve the user-facing features of our Reviews dashboard for the authorising business;<\/p>\n
\u2022\tWe do not sell Google user data, and we do not use it for advertising;<\/p>\n
\u2022\tWe do not transfer Google user data to third parties except as necessary to provide the service, to comply with applicable law, or as part of a merger or acquisition;<\/p>\n
\u2022\tWe do not use Google user data for any purpose unrelated to the services the business customer has connected their profile to receive;<\/p>\n
\u2022\tHuman access to Google user data is limited to the cases permitted by the policy (for example, with the user\u2019s consent, for security purposes, or as required by law).<\/p>\n<\/div><\/div><\/div><\/div><\/div>
We do not sell personal data. We share personal data only with service providers (\u201csub-processors\u201d) that help us deliver our services, and only to the extent necessary. These providers are bound by contractual obligations to protect data and to process it only on our instructions. Our sub-processors include:<\/p>\n
\u2022\tMicrosoft Azure \u2014 cloud hosting and infrastructure, data storage, and conversion of call recordings into transcripts. Our infrastructure is located in the UK South region.<\/p>\n
\u2022\tTwilio SendGrid \u2014 sending transactional and service-related emails.<\/p>\n
\u2022\tGoogle LLC \u2014 Business Profile API, for accessing authorised review and listing data for the Reviews dashboard.<\/p>\n
\u2022\tThird-party call platforms \u2014 call platforms used by our business customers (for example, Elevate) from which we receive call recordings and transcripts. The specific platform depends on the systems each customer uses.<\/p>\n
\u2022\tData providers \u2014 where applicable, third-party providers used to retrieve publicly available review information for competitor benchmarking.<\/p>\n
We may also disclose personal data where required to comply with a legal obligation, to enforce our agreements, to protect our rights, property or safety, or in connection with a corporate transaction such as a merger or acquisition.<\/p>\n<\/div><\/div><\/div><\/div><\/div>
We host and store personal data on infrastructure located in the United Kingdom (Microsoft Azure, UK South region). Some of our sub-processors are headquartered outside the UK and may process limited personal data (such as email contact details) outside the UK. Where personal data is transferred outside the UK, we ensure an appropriate safeguard is in place as required by UK data protection law \u2014 such as an adequacy decision covering the destination country, or the UK International Data Transfer Agreement or the International Data Transfer Addendum to the EU Standard Contractual Clauses.<\/p>\n<\/div><\/div><\/div><\/div><\/div>
We keep personal data only for as long as necessary for the purposes set out in this policy, including to provide our services, comply with legal obligations, resolve disputes and enforce our agreements.<\/span><\/p>\n \u2022\tCall recordings \u2014 original recordings that we redact ourselves are stored for no more than 24 hours and are then automatically deleted.<\/p>\n \u2022\tTranscripts \u2014 redacted transcripts are retained only as long as necessary to provide the quality-assurance service to the relevant business customer.<\/p>\n \u2022\tReview data \u2014 retained for the duration of the business customer\u2019s subscription and deleted or anonymised when no longer required.<\/p>\n When a business customer ends its relationship with us, we delete or anonymise associated personal data within a reasonable period, unless we are required to retain it by law.<\/p>\n<\/div><\/div><\/div><\/div><\/div> We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse or alteration. These include encryption of data in transit and at rest, access controls limiting who can access data, secure handling of authentication tokens, prompt deletion of original call recordings, and applying redaction to call recordings and transcripts to minimise the personal data we hold. No method of transmission or storage is completely secure, but we work to protect your data using industry-standard practices.<\/p>\n<\/div><\/div><\/div><\/div><\/div> Under UK GDPR, you have the following rights in relation to your personal data:<\/p>\n \u2022\tThe right to be informed about how your data is used;<\/p>\n \u2022\tThe right of access to your personal data;<\/p>\n \u2022\tThe right to rectification of inaccurate or incomplete data;<\/p>\n \u2022\tThe right to erasure (\u201cthe right to be forgotten\u201d) in certain circumstances;<\/p>\n \u2022\tThe right to restrict processing in certain circumstances;<\/p>\n \u2022\tThe right to data portability;<\/p>\n \u2022\tThe right to object to processing based on legitimate interests;<\/p>\n \u2022\tRights relating to automated decision-making and profiling.<\/p>\n To exercise any of these rights, contact us at privacy@metrixanalytics.ai. Where we process data on behalf of a business customer as a processor, you may need to direct your request to that business (the controller), and we will assist them in responding. We will respond to valid requests within the timeframes required by law.<\/p>\n If you are not satisfied with how we handle your data, you have the right to lodge a complaint with the UK Information Commissioner\u2019s Office (ICO) at ico.org.uk. We would, however, appreciate the chance to address your concerns before you approach the ICO.<\/p>\n<\/div><\/div><\/div><\/div><\/div> Our website and products may use cookies and similar technologies to operate the service, remember your preferences, and understand how the service is used. We use strictly necessary cookies to provide core functionality such as keeping you signed in. Where we use any non-essential cookies, we will ask for your consent.<\/p>\n<\/div><\/div><\/div><\/div><\/div> Our services are intended for use by businesses and are not directed at children. We do not knowingly collect personal data from children.<\/p>\n<\/div><\/div><\/div><\/div><\/div> We may update this Privacy Policy from time to time. When we make material changes, we will update the \u201cLast updated\u201d date at the top of this policy and, where appropriate, notify you. We encourage you to review this policy periodically.<\/p>\n<\/div><\/div><\/div><\/div><\/div> If you have any questions, concerns or requests regarding this Privacy Policy or your personal data, please contact:<\/p>\n Metrix Ltd<\/p>\n Amelia House, Crescent Road, Worthing, England, BN11 1RL<\/p>\n Email: privacy@metrixinsights.ai<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-328","page","type-page","status-publish","hentry"],"yoast_head":"\n8. How we protect your data<\/h5><\/div>
9. Your rights<\/h5><\/div>
10. Cookies and similar technologies<\/h5><\/div>
11. Children\u2019s data<\/h5><\/div>
12. Changes to this policy<\/h5><\/div>
13. Contact us<\/h5><\/div>