Joining the customer experience program

Joining the customer experience program

Customer Experience Improvement Program

Nexthink is continually striving to understand and anticipate our customer needs in order to deliver world-class products and solutions. The Nexthink Customer Experience Improvement Program will deliver benefits to the customers by allowing us to understand how you use our software, so that we can provide you with a continuous enhancement of your Nexthink software experience. The program is voluntary and anonymous. Customers who choose to participate agree to share:

  • Platform information such as operating system version, processor, and memory installed
  • Nexthink product information such as version number
  • The country where the software is running
  • Nexthink feature usage information such as menu options or buttons selected
  • Execution time for specific operations
  • Error reports

You are asked to participate in the improvement program the first time that you launch the Nexthink Finder. After five seconds, a popup window appears asking you whether you want to join the program. Click Yes to join the improvement program.

Frequently Asked Questions

What will Nexthink do with the information that is collected?

The information collected will be used to better understand how customers use Nexthink products, and how to improve Nexthink products by fixing issues and delivering the most useful new features in a much more streamlined manner.

Is the collected information anonymous?

YES! Moreover, Nexthink takes many precautions in protecting the security of the information that is collected, transmitted and stored. We only collect data for the specific product(s) listed in the Nexthink Customer Experience Improvement Program dialog box. The program takes only those actions described on this page, and only if you decide to participate. This program cannot collect information without your full knowledge or consent.

How does the Nexthink Customer Experience Improvement Program work?

This is an automated process that requires no effort to participate, it is transparent to the users. Customers simply choose to participate, granting Nexthink permission to securely receive anonymous data.

How do I participate in the Nexthink Customer Experience Improvement Program?

Once the Nexthink product(s) are installed, you will be presented with a dialog box asking if you would like to participate in the program. If you do not recall responding to this dialog box, follow these instructions:

  1. Launch your Nexthink product.
  2. Choose Help > Nexthink Customer Experience Improvement Program.
  3. Select the Yes option in the dialog box that appears, and then click OK

How do I say no?

Simply select No in the dialog box asking for your permission, and then click OK.

What if I give permission and then change my mind later?

You can choose Help > Nexthink Customer Experience Improvement Program at any time. You can then select the No option and stop your participation. After you select this option, data collection and transmission to Nexthink will stop for the applicable product(s). You need to repeat this step for each Nexthink product.

Will I receive spam if I participate in the program?

You will not receive any e-mail from Nexthink regarding this program, regardless of whether or not you participate. We do not collect personal identifiable information as part of this program that will be used to identify you or contact you.

Do I need an Internet connection?

An Internet connection is required to participate in this program. However, you do not need to be connected all the time. When an Internet connection becomes available, the information is automatically transmitted with minimal impact to your connection.

Can I see the data that is collected before it is sent to Nexthink?

No, the information cannot be displayed. This program is designed to work for millions of users without affecting their product use, so the data is sent automatically only after the product is closed. The data is also encoded and compressed so that it can be processed efficiently.

How long does the program last?

Information is collected as long as you use the product version for which you have agreed to participate or until you decide to stop participating in the program. (See What if I give permission and then change my mind later? for more information.)

What is the anonymous installation ID used for?

Upon the first startup of the Nexthink Finder, a random number is generated, the anonymous installation ID. This installation ID can be used to help you if you experience issues with the Nexthink Finder. Should there be a specific need to interact with a user, with this specific ID we will be able to better understand which part of the Nexthink Finder is not working, do fine grained debugging, thus providing you with tailored customer support.

Which products support the Nexthink Customer Experience Improvement Program?

The Nexthink Finder product is the first of Nexthink products to support this new program. However, Nexthink fully expects to include support for this program in future versions of additional products.

Is this information collected for all the Nexthink products I use?

If you participate, only information about the Nexthink product(s) listed in the Nexthink Customer Experience Improvement Program dialog box in your installed application will be collected.