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Telephone Survey for Bank Customer

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We have a vendor who will be conducting a telephone survey pertaining to our customers' experience and usage with our credit card product. The following is our process: 1) Customers listing is obtained from the banks payment processor. 2) Customers who "Opted Out" will be excluded. 3) Our vendor conducting the survey will ensure the customer has the opportunity at the beginning of the call to decline taking the survey as a courtesy. 4) Customers called are not randomly selected but based on our customer listing. Aside from our privacy policy and the opt-out list, are there any other compliance concerns that require attention?

I would ensure that customers are not repeatedly called by the surveyor and not pressured into answering the survey. I would add that the surveyor needs to know they have the correct person and to watch the privacy side. Getting one person/spouse who is neither on the account nor an authorized user and divulging anything about the card, especially transaction information, could be a problem.

First published on 06/02/2019

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