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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.
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.
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.
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.
Websites using Yonder must obtain user consent under GDPR regulations.
DPIA considerations
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 consent text
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.
Third-party domains contacted
www.yonderhq.comapi.yonderhq.comsurveys.yonderhq.comCookies placed
| 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. |
Yonder utiliza cookies para las preferencias de los usuarios — informa a tus visitantes con un banner de consentimiento.
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.
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.
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.
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.
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.
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.
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.
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.