Customer satisfaction program

Contents

Customer satisfaction program

The following article outlines the data collected by Nexthink within the customer programs and how it functions.

Customer Experience Improvement Program (CEIP)

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 (CEIP) 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:

  • Information such as operating system version, processor, and memory installed on the device running the Finder
  • 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
  • Engine performance and usage information

Frequently Asked Questions

What are the possible configuration settings of the CEIP program?

The participation in the program is enabled by default, but this can be modified in the Web Console:

  1. Log in to the Web Console as admin:
  2. Click the Appliance tab at the top of the window.
  3. Select the section Cloud services from the left-hand side menu.
  4. Under Cloud services, tick the box Enable customer experience improvement program to send anonymous information about software use to Nexhtink.

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.

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.

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.

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.

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 and Engine are supported with the CEIP program.

Customer Success Program (CSP)

The goal of the Nexthink Customer Success Program (CSP) is to ensure the optimal operation and best possible experience with the Nexthink product. It reports data about appliances health, Nexthink product versions and usage.

The participation in the program is enabled by default. Customers wishing to opt-out should contact Nexthink Customer Success ([email protected]) to update their license. The customer will receive a license notification when the change is effective; after this notification the license has to be updated on the Portal to apply the changes. The opt-out will be visible on the Portal license management view.