1. Introduction

This Policy defines the rules, responsibilities, and compliance standards for the Customer Experience & Feedback Flow (CEFF) system operated by GoDigital2Achieve Ltd (“GoDitach”). CEFF enables businesses (“Client”) to collect internal customer experience feedback, route satisfaction scores, and optionally display a voluntary public review link to End-Users.

2. Roles and Responsibilities

2.1 Client (Data Controller)

The Client determines the purpose, legal basis, content, timing, and recipients of all CEFF-related communications. The Client is responsible for collecting valid consent from End-Users before sending feedback requests.

2.2 GoDitach (Data Processor)

GoDitach provides the CEFF platform, automation tools, and communication infrastructure. GoDitach executes actions strictly according to the Client’s documented instructions and does not independently initiate any communication.

3. CEFF Flow Structure

3.1 Internal Customer Experience Feedback

The CEFF system collects internal experience feedback (e.g., a 1–5 rating or text input) within the GoDitach platform. This step is private and not connected to any public review site.

3.2 Positive Experience Path

If an End-User selects a positive internal rating (e.g., 4–5), CEFF may display a voluntary external link chosen by the Client, such as a Google Business Profile review page. Navigating to the external platform is fully voluntary.

3.3 Improvement Feedback Path

If an End-User selects a lower rating (e.g., 1–3), CEFF collects private feedback about the experience and delivers it directly to the Client’s internal dashboard for operational improvement.

4. Communication Channels

CEFF feedback requests may be sent via:

• SMS

• email

• WhatsApp

• chatbot flows

• automated sequences

All communications must comply with relevant laws, carrier rules, and platform policies, including WhatsApp Business policies, email anti-spam rules, and SMS regulations.

5. Automation Configuration

GoDitach may configure CEFF automation on behalf of the Client based on the Client’s instructions. The Client must approve:

• message templates

• routing logic

• activation conditions

• contact lists

before any CEFF flow is activated.

GoDitach does not determine content or recipients.

6. Consent Requirements

The Client is responsible for ensuring:

• End-Users have given explicit or legally valid consent

• consent is verifiable and recorded

• opt-out mechanisms are active and respected

• purchased or scraped lists are not used

• feedback requests stop immediately when consent is withdrawn

7. Data Handling and Storage

CEFF feedback data belongs to the Client.

The Client is responsible for compliance with GDPR, UK DPA, KVKK, CCPA, and relevant laws.

GoDitach processes data as instructed and does not use CEFF data for independent purposes.

8. Client Liability

The Client is fully responsible for:

• the legality of CEFF messages sent

• the accuracy of all communication

• compliance with consent and platform rules

• results of any misuse of CEFF

• the consequences of misleading or non-compliant messaging

GoDitach is not liable for misuse of CEFF by the Client.

9. Platform Compliance

The Client must ensure CEFF usage complies with:

• Google Business Profile guidelines

• WhatsApp Business Terms

• Meta messaging regulations

• email and anti-spam laws

• local marketing regulations

GoDitach may suspend CEFF access if abuse or platform violations are detected.

10. Enforcement

GoDitach may issue warnings, apply temporary restrictions, suspend access, or terminate CEFF usage if:

• prohibited practices occur

• platform rules are violated

• legal non-compliance is identified

• misuse risks system integrity or legal exposure

11. Updates

This Policy may be updated periodically.

Continued use of CEFF signifies acceptance of the latest version.