Customer Satisfaction of the Business Wales Service

The Welsh Government has commissioned Opinion Research Services to undertake a survey with recent users of the Business Wales service, those customers that have used the service in the 8 months prior to being interviewed. The survey will collate levels of satisfaction with a particular focus on quality.

As part of this evaluation Opinion Research Services (ORS) will be gathering information through a telephone survey. 

The Welsh Government is the data controller for the research. However, Opinion Research Services will remove any personal data provided through the survey, and anonymise the raw data, before it is shared with the Welsh Government.

The information collected during the project will be included in an anonymised report.

Your Participation in this research is completely voluntary. However, your views and experiences when accessing the Business Wales service are important in order to help inform Welsh Government future provision.

The contact for this research at Opinion Research Services is Kester Holmes
E-mail address: Kester.Holmes@ors.org.uk
Telephone number: 0800 107 7890
Website: www.ors.org.uk/privacy

PRIVACY NOTICE

What personal data do we hold and where do we get this information?
Personal data is defined under the UK General Data Protection Regulation (UK GDPR) as ‘any information relating to an identifiable person who can be directly or indirectly identified by reference to an identifier’.

The Welsh Government will release the data given on point of registering with the Business Wales Service in order for ORS to contact you. Welsh Government holds the following personal data that will be transferred securely to ORS:

Business Name, Account Type, Date Enterprise Created, Address, Postcode, Business Telephone Number, Number of Employees, Contact Name, Mobile Number, Contact Email, support package title, Programme recorded for, Sub programme recorded for, Earliest Intervention Date, Latest Intervention Date, Action Types; Gender, BME, Does Client consider themselves disabled; Employment status.

If you choose to provide additional personal data as part of the research, we will try not to identify you from, or link your identity to, the responses you provide. If you raise a query or complaint and provide personal data requesting a response, the researcher will forward the request only to the relevant official.

When a survey is carried out over the phone the operator will enter the responses you provide and record the conversation for quality and monitoring reasons. ORS will make this clear to you before the survey begins, and you will have the opportunity to decline to take part if you are not happy for the discussion to be recorded. Recordings will be deleted within 6 months after the end of the project. 

What is the lawful basis for using your data?

The lawful basis for processing information in this data collection exercise is our public task; that is, exercising our official authority to undertake the core role and functions of the Welsh Government. Some of the data we are collecting are called ‘special category data’ (in this case your ethnicity and disability status) and the lawful basis for processing this information is that it is for statistical or research purposes. 

Participation is completely voluntary. Research studies such as this are important for the Welsh Government to collect information and actionable evidence about its ability to deliver government priorities. The information collected in this research, for example, might be used to:

• To plan future business support provision 
• To evaluate the satisfaction levels of customers using the Business Wales service.

How secure is your personal data?

Personal information provided to ORS is always stored on a secure server. The data can only be accessed by a limited number of researchers working on this project. ORS will only use this data for research purposes. ORS hold cyber essentials certification.  

ORS has procedures to deal with any suspected data security breaches. If a suspected breach occurs, ORS will report this to the Welsh Government who will notify you and any applicable regulator where we are legally required to do so. 

All data gathered through this research will be reported to the Welsh Government in an anonymised format. It will not contain your contact details and any identifiable information in open-ended answers will be removed. Your business will not be identified in this anonymised data set. ORS will analyse the information gathered to produce headlines results and anonymised data. This anonymised dataset will then be securely transferred to Welsh Government who interpret the results to improve service delivery and future provision.

How long do we keep your personal data? 

ORS will hold personal data during the contract period (January 2021 – December 2024), and any personal data will be deleted by ORS no later than six months after the end of the contract. Final date for deletion will be 31/05/2025.

Individual rights

Under UK GDPR, you have the following rights in relation to the personal information you provide as part of this research you have the right:

• To access  a copy of your own data; 
• For us to rectify inaccuracies in that data;
• To object to or restrict processing (in certain circumstances);
• For your data to be ‘erased’ (in certain circumstances); and
• To lodge a complaint with the Information Commissioner’s Office (ICO) who is our independent regulator for data protection.

Contact Information

The contact details for the Information Commissioner’s Office are:

If you have any further questions about how the data provided as part of this study will be used by the Welsh Government or wish to exercise your rights using the UK General Data Protection Regulation, please contact:
Name: Cerris Dearsley-Hopkins
E-mail address: cerris.dearsley-hopkins@gov.wales    
Telephone number: 03000 615864

The Welsh Government’s Data Protection Officer can be contacted at: