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Customer support

UserVoice

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UserVoice is a product feedback management platform providing feedback widgets, idea boards, NPS surveys, and feature request tracking. The JavaScript widget sets cookies on visitor browsers and collects user feedback data, email addresses, and product usage context. Data is hosted on US infrastructure.

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Overview

What does UserVoice do?

What Is UserVoice?

UserVoice is a product feedback management platform based in San Francisco. It provides embeddable feedback widgets, idea voting boards, NPS surveys, product roadmaps, and feature request tracking. The JavaScript widget can be embedded on websites and web applications to collect user feedback, feature requests, and satisfaction scores. UserVoice integrates with CRMs, support tools, and analytics platforms.

Cookies and Data Collected

The UserVoice widget sets session cookies, visitor identification cookies, and feedback state cookies. The platform collects email addresses, feedback text, votes, NPS scores, user agent information, IP addresses, and page context. UserVoice can identify users through API based identification, linking feedback to customer accounts.

GDPR and ePrivacy Implications

UserVoice processes personal data through feedback submissions and user identification. The company provides a DPA with SCCs and holds SOC 2 Type II certification. The widget cookies require ePrivacy consent. Feedback content may contain sensitive personal information. All data is hosted on US infrastructure with no EU residency option.

Consent and Legal Basis

Legitimate interest (Art. 6(1)(f)) typically applies for product improvement feedback from authenticated users. Consent (Art. 6(1)(a)) is required for widget cookies under ePrivacy and for collecting feedback from anonymous website visitors. NPS surveys sent via email should include an unsubscribe option.

International Data Transfers

UserVoice is US based with AWS hosting. No EU residency. Transfers covered by DPA with SCCs. Document all feedback data flows in your Records of Processing Activities.

Practical Compliance Steps

Execute the DPA. Implement cookie consent for the feedback widget. Configure data retention for old feedback entries. Minimise personal data in feedback forms. Review user identification configuration. Audit integrations. Include UserVoice in your DPIA if processing sensitive feedback. Update your privacy policy.

Compliance

UserVoice and the GDPR

UserVoice is classified as “Preferences”. 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
Legitimate interest for product feedback (Art. 6(1)(f)), consent for widget cookies and NPS tracking (Art. 6(1)(a))
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive, UK GDPR, CCPA/CPRA, SOC 2 Type II

Impact assessment (DPIA)

DPIA recommended if UserVoice processes feedback at scale. Assess: feedback content (may contain personal complaints), email addresses, user identification, NPS survey data, widget cookie tracking, third party integrations, US hosting.

Sample text for your banner

This site uses UserVoice for product feedback. The widget may set cookies and collect your email and feedback on US servers. By submitting feedback, you consent to this processing.
Cookies and trackers

What UserVoice sets and contacts

Tracking method
JavaScript widget with cookies, feedback form submissions, user identification, analytics tracking, NPS surveys
Server location
US (AWS hosted)
Data transferred outside the EU
UserVoice Inc. is headquartered in San Francisco, US. Data hosted on AWS US. No EU residency. DPA with SCCs available.

Cookies set (3)

NameTypeDurationPurpose
uv_sessionfunctionalitySessionMaintains the widget session for feedback submission.
uv_visitor_idfunctionality1 yearIdentifies returning visitors in the feedback widget.
uv_widget_statefunctionalitySessionTracks widget open/closed state across page navigation.

Third-party domains contacted (3)

  • widget.uservoice.com
  • api.uservoice.com
  • feedback.uservoice.com
Questions

Frequently asked questions about UserVoice

Can't find your question? Write to us, we answer fast.

What cookies does UserVoice set?

Session, visitor ID, and feedback state cookies via the widget. Dashboard authentication cookies.

Is consent required?

Yes for widget cookies (ePrivacy). Legitimate interest may apply for authenticated user feedback.

What is the legal basis?

Legitimate interest (Art. 6(1)(f)) for product feedback. Consent (Art. 6(1)(a)) for widget cookies and anonymous feedback.

Does UserVoice transfer data to the US?

Yes. US based, AWS hosted. DPA with SCCs. No EU residency.

Is a DPIA required?

Recommended if collecting sensitive feedback at scale.

How to implement compliance?

Execute DPA. Cookie consent for widget. Data retention. Minimise data. Audit integrations.

Alternatives?

Canny, Sleekplan, Nolt, Fider (open source self hosted), ProductBoard.

Cookie policy update?

Document widget cookies. Describe feedback data collected. Reference DPA. Provide opt out.

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