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Analytics

OpinionLab

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Enterprise feedback management platform by Verint that captures page-level ratings, surveys and free-text comments through embedded JavaScript widgets.

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Overview

What does OpinionLab do?

What OpinionLab is

OpinionLab is an enterprise voice of customer platform owned by Verint Systems Inc. since 2016. It captures page-level satisfaction ratings, exit surveys and free-text comments through small floating icons (the well known +/, signal) and overlay forms embedded on websites. Large brands, banks and public sector portals use it to measure perceived task completion and detect friction.

What data and cookies are collected

OpinionLab sets persistent cookies (oo_session, ol_visitor) that identify the browser across pages, plus an opt out cookie (oo_optout). The widget also collects the URL, referrer, user agent, screen resolution, timestamp and the free-text comments typed by the visitor. Free-text inputs can incidentally capture names, account numbers, contact details or sensitive information typed by users, which makes OpinionLab a behavioural plus content collector, not just an analytics pixel.

GDPR and ePrivacy implications

Reading and writing OpinionLab cookies on user devices is regulated by Article 5(3) of the ePrivacy Directive and requires prior, freely given, specific and informed consent. The free-text comments are personal data under Article 4(1) GDPR, and need a clear lawful basis (typically Article 6(1)(a) consent). Because content is stored by Verint in the United States, an Article 46 GDPR transfer mechanism (Standard Contractual Clauses or DPF, where applicable) plus a Transfer Impact Assessment is required.

Consent and configuration

Block the OpinionLab script behind your consent management platform until the user accepts feedback or analytics cookies. Configure the widget to mask form inputs known to contain regulated data (account numbers, IDs) and disable the auto capture of URL parameters that may contain tokens. Provide a visible opt out and honour Global Privacy Control signals where required by CCPA/CPRA.

Data transfers and retention

Verint hosts OpinionLab on US infrastructure. Confirm with Verint which legal entity is the data importer, sign Standard Contractual Clauses, document supplementary measures and minimise the retention of identifiable comments. Limit retention of free-text content to what is needed to investigate satisfaction trends and aggregate older data.

Compliance checklist

Add OpinionLab to your cookie register and Record of Processing Activities, gate it behind consent, mask sensitive inputs, sign SCCs with Verint, complete a DPIA for the free-text channel, document the retention schedule and review the categorisation in your CMP at least once per year.

Compliance

OpinionLab and the GDPR

OpinionLab is classified as “Analytics”. On a site that targets European visitors, it must only load after the visitor consents, and it must be listed in your cookie policy.

Legal basis
Consent (Art. 6(1)(a) GDPR and Art. 5(3) ePrivacy Directive) for the OpinionLab tracking cookies and free-text feedback collection. Legitimate interest (Art. 6(1)(f)) may apply for strictly anonymous, aggregated satisfaction metrics, but the default OpinionLab implementation links feedback to a visitor identifier and therefore requires consent.
Risk level
high
Applicable regulations
GDPR, ePrivacy Directive, CCPA, CPRA, UK GDPR, Swiss FADP

Impact assessment (DPIA)

A DPIA is recommended because OpinionLab combines free-text feedback fields (which can capture personal data and special category data) with persistent visitor identifiers and a transfer to the United States. Document the lawful basis, the SCCs in place with Verint, the retention of feedback transcripts, and the input filtering rules.

Sample text for your banner

We use OpinionLab by Verint to collect optional satisfaction feedback on this page. With your consent, OpinionLab places cookies on your device and may transfer your feedback to the United States.
Cookies and trackers

What OpinionLab sets and contacts

Tracking method
JavaScript widget loaded from Verint OpinionLab CDN, first party and third party cookies, page-level rating overlays (+/- icon), pop-up surveys, free-text feedback collection, server-side identity stitching across pages
Server location
United States (Verint Systems)
Data transferred outside the EU
Data is processed by Verint Systems Inc. in the United States. Standard Contractual Clauses (SCCs) are required as the EU,US Data Privacy Framework certification status must be checked per Verint legal entity before relying on it.

Cookies set (4)

NameTypeDurationPurpose
oo_sessionfirst_partySessionOpinionLab session identifier used to link feedback events from the same browser session.
ol_visitorfirst_party1 yearPersistent visitor identifier used to deduplicate visitors and follow up surveys across pages.
oo_optoutfirst_party10 yearsStores the user opt out preference so OpinionLab no longer collects feedback from this browser.
oo_datafirst_partySessionCaches partial feedback content typed in the OpinionLab overlay before submission.

Third-party domains contacted (4)

  • opinionlab.com
  • oo.opinionlab.com
  • verint.com
  • cdn.opinionlab.com
Questions

Frequently asked questions about OpinionLab

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What cookies does OpinionLab set?

OpinionLab sets oo_session (session identifier), ol_visitor (persistent visitor ID, up to 1 year) and oo_optout (opt out preference). Additional cookies may be set when survey or invitation logic is enabled.

Is consent required to load OpinionLab?

Yes. OpinionLab cookies are not strictly necessary, so under the ePrivacy Directive and GDPR you must obtain prior consent before the script loads, before any cookie is set and before any feedback is captured.

What is the legal basis for processing OpinionLab data?

The default legal basis is consent (Article 6(1)(a) GDPR), aligned with Article 5(3) ePrivacy. Aggregated, fully anonymous metrics could rely on legitimate interest, but identifiable feedback should always rely on consent.

Does OpinionLab transfer data to the United States?

Yes. Verint Systems Inc. processes OpinionLab data in the US. You must rely on Article 46 GDPR transfer tools such as Standard Contractual Clauses, complete a Transfer Impact Assessment and check the current status of any DPF certification.

Do I need a DPIA for OpinionLab?

A DPIA is strongly recommended because the platform combines free-text inputs that may capture personal or sensitive data, persistent identifiers and a third country transfer. Document risks, mitigations and the residual risk in writing.

How do I implement OpinionLab compliantly?

Block the script in your CMP, only load it after consent, mask sensitive form inputs, disable URL parameter capture for tokens, sign SCCs with Verint, configure retention to the minimum necessary and document the deployment in your processing register.

What are the alternatives to OpinionLab?

EU hosted alternatives include Mopinion (Netherlands), Hotjar (with EU data residency, on the Pro plan), Microsoft Clarity (Azure EU), Usabilla and self hosted feedback tools such as Formbricks. Each has different cookie profiles and transfer postures.

How do I update my cookie policy when adding OpinionLab?

Add OpinionLab to your cookie register, list each cookie with name, purpose, retention and processor, mention the United States transfer, link the SCCs in your privacy notice and surface the OpinionLab category (Functionality or Statistics) inside the CMP categorisation.

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