> Yonder and GDPR: how survey data is processed, legitimate interest for NPS surveys, consent requirements and how to collect customer feedback lawfully.
>
> Canonical: https://www.flowconsent.com/en/services/customer-support/yonder

Customer support

# Yonder

Preferences · [Official website](https://www.yonderhq.com)

Yonder is a Netherlands-based customer feedback and Net Promoter Score (NPS) platform. It collects customer satisfaction data through surveys sent via email or integrated into websites and apps. As an EU-based service, no third-country transfers are required. Legitimate interest applies for post-interaction NPS surveys sent to existing customers.

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At a glance

- Category

  [Customer support](https://www.flowconsent.com/en/services/customer-support)

- Consent

  Preferences

- Prior consent

  Not required

- Documented cookies

  4

- Third-party domains

  3

- Servers

  European Union (Yonder is a Netherlands-based company)

Overview

## What does Yonder do?

## **What is Yonder?**

Yonder is a Netherlands-based customer experience and NPS platform used by hospitality, retail, and service businesses to collect, analyse, and act on customer feedback. It delivers surveys via email or embedded widgets and provides sentiment analysis and reporting dashboards.

## **GDPR and customer feedback surveys**

Post-transaction NPS surveys sent to existing customers may rely on legitimate interest (Art. 6(1)(f)). The customer relationship provides a reasonable expectation of feedback requests. Provide opt-out in every survey. For marketing surveys or prospecting surveys, consent is required. All survey response data must be documented in your RoPA and subject to retention limits.

## **Practical compliance steps**

Sign a DPA with Yonder. Disclose Yonder as a processor in your privacy policy. Include opt-out mechanism in every survey. Define retention periods for survey responses. Document the legitimate interest basis in your RoPA.

Compliance

## Yonder and the GDPR

- Legal basis

  Legitimate interest (Art. 6(1)(f)) for post-interaction NPS and satisfaction surveys sent to existing customers. Consent (Art. 6(1)(a)) for marketing surveys or those sent to prospects.

- Risk level

  low

- Applicable regulations

  GDPR, ePrivacy Directive

### Impact assessment (DPIA)

A DPIA is generally not required for standard NPS and customer satisfaction surveys. It may be relevant for large-scale feedback processing involving sensitive data.

### Sample text for your banner

> We use Yonder to collect customer satisfaction feedback. If you provide feedback, your response is processed by Yonder (Netherlands) in accordance with our privacy policy.

Cookies and trackers

## What Yonder sets and contacts

- Tracking method

  Customer feedback and NPS platform, email survey delivery, response tracking, sentiment analysis

- Server location

  European Union (Yonder is a Netherlands-based company)

- Cookieless mode available

  Yes

### Cookies set (4)

| Name                 | Type          | Duration | Purpose                                                                                                 |
| -------------------- | ------------- | -------- | ------------------------------------------------------------------------------------------------------- |
| \_yonder\_session    | functionality | Session  | Maintains the authenticated session for the Yonder feedback dashboard and survey management.            |
| \_yonder\_respondent | functionality | 1 year   | Identifies survey respondents to prevent duplicate submissions and link responses to customer profiles. |
| \_yonder\_analytics  | analytics     | 6 months | Tracks survey delivery rates, open rates, and completion metrics for NPS reporting.                     |
| \_yonder\_csrf       | security      | Session  | CSRF protection token for survey submission forms and account management endpoints.                     |

### Third-party domains contacted (3)

- `www.yonderhq.com`
- `api.yonderhq.com`
- `surveys.yonderhq.com`

Questions

## Frequently asked questions about Yonder

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

[Write to us](https://www.flowconsent.com/en/demo)

### What cookies does Yonder set?

Yonder sets cookies for chatbot session management, visitor identification, and conversation continuity. These include a session token, a returning visitor identifier, and widget display preferences. If Yonder's review management features are enabled, additional cookies may track review solicitation interactions.

### Is consent required to use Yonder?

Yes, consent is required before loading Yonder's chatbot widget on your website. The service sets non essential cookies for visitor tracking and identification that go beyond what is strictly necessary to provide a service the user has explicitly requested. The chatbot typically loads automatically before any user interaction.

### What is the legal basis for using Yonder?

Consent under Article 6(1)(a) GDPR is the appropriate legal basis for Yonder's visitor tracking and identification cookies. If the chatbot is used to process booking requests, contractual necessity under Article 6(1)(b) may apply to the conversation data itself, but not to the tracking cookies.

### Does Yonder transfer data to third countries?

Yonder may process chat data and visitor information on servers outside the EEA, depending on the provider's infrastructure. Verify the data processing locations with Yonder and ensure your data processing agreement includes Standard Contractual Clauses for any transfers outside the European Economic Area.

### Is a DPIA required for Yonder?

A DPIA is recommended if Yonder processes significant volumes of visitor interactions, uses AI for automated responses that affect service delivery, or combines chatbot data with other customer profiling activities. Tourism and hospitality deployments handling booking data should particularly consider a DPIA.

### How do I implement compliance with Yonder?

Integrate Yonder's loading script with your consent management platform so it only activates after consent. Provide a clear description of the chatbot's data collection in your privacy policy. Configure data retention settings to minimize how long conversation logs are stored. Offer a non chatbot contact option.

### Are there privacy friendly alternatives to Yonder?

Consider self hosted chatbot solutions like Botpress or Rasa that keep all data on your servers. For simpler needs, a contact form or FAQ page may serve visitors without requiring cookies. Some EU based chatbot providers offer GDPR compliant hosting specifically for European businesses.

### How do I update my cookie policy for Yonder?

Document all Yonder cookies including session tokens, visitor identifiers, and widget preference cookies. Specify purposes (chatbot functionality, visitor recognition), durations, and whether they are first or third party. Include Yonder in your list of third party data processors and note any international data transfers.

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