Customer Service Survey Privacy Policy
Last revised October 2026
On our website, newsletter, Lidl App and various other channels eg QR codes in store posters you have the option to voluntarily participate in feedback surveys. This is based on the business interest of improving the Lidl website experience, customer offerings and online services. These surveys provide anonymous results and therefore do not store any information that identifies individual survey participants. Only the date and time of your participation will be saved. The data processed would include your age range, gender, location and opinions or additional information provided freely by yourself in any free text fields.
If there are any free-text fields in a survey, we ask that you do not provide any personal data relating to yourself or another individual.
1. Online Store Rating
1.1 Contact Details of the Controller and Data Protection Officer
The controller for the data processing of the online store rating described below is, unless otherwise stated:
Lidl Dienstleistung GmbH & Co. KG
Datenschutz
Bonfelder Straße 2
74206 Bad Wimpfen
The data protection officers of Lidl GB and Lidl Dienstleistung can be contacted at the above postal addresses or at data.protection@lidl.co.uk
1.2 Use of the Evaluation Tool
1.2.1 Log Files
Purposes of data processing / Legal bases:
When accessing our website, the browser used on your device automatically and without your action transmits:
- the network IP address,
- the date and time of access,
- the name and URL of the retrieved file,
- the website/application from which access was made (referrer URL),
- the browser you use and, if applicable, the operating system of your internet-enabled computer, and the name of your access provider,
- a unique user ID,
- the number of your previous participations in surveys,
- the time required to complete the surveys,
to our website's server and temporarily stores them in a log file for the following purposes:
- ensuring a smooth connection establishment,
- ensuring comfortable use of our website/application,
- preventing fraud attempts in surveys, and
- evaluating system security and stability.
The processing of your IP address is based on our legitimate interest in operating the website securely, ensuring system stability, and preventing fraud.
Recipients / Categories of Recipients:
In the context of providing our customer survey, we use specialised service providers, particularly in the field of customer surveys. These process your data on our behalf as carefully selected and contractually bound processors. All companies listed as providers in our cookie list below act as processors for us.
Storage Duration / Criteria for Determining Storage Duration:
Data regarding the time taken to answer the surveys is archived after 90 days and finally deleted after a further 14 days. This is necessary to enable long-term evaluation of the surveys while excluding fraud attempts.
The remaining log files are archived after 7 days and finally deleted after 14 days.
1.2.2 Use of Cookies and Similar Technologies for Processing Usage Data
Purposes of data processing / Legal bases:
Lidl Dienstleistung GmbH & Co. KG, is the controller for data processing in connection with the use of cookies on all (sub)domains.
When using cookies and similar technologies for processing usage data (in particular local storage), files are stored locally on your device (laptop, tablet, smartphone, etc.) when visiting the above domain and some subdomains embedded there. To detect fraudulent attempts to answer our survey, a background analysis tool is sometimes used, which checks via a points-based system whether an input is valid or a manipulated bot submission.
The use of technically necessary cookies serves to provide our survey.
An overview of the cookies used and other technologies, along with their respective processing purposes, storage durations, and any integrated third-party providers, can be found in our cookie list below.
In the context of using cookies and similar technologies for processing usage data, depending on the purpose, the following types of personal data are processed in particular:
- User inputs to retain entries across multiple subpages (e.g., storing your cookie consent);
- Security-relevant events (e.g., detection of fraudulent input behaviour).
Technically necessary cookies and similar technologies are processed based on our legitimate interest or due to technical necessity to operate the website. Any optional cookies and usage data processing are based on your consent.
TYPE | NAME | PROVIDER | PURPOSE | STORAGE |
|---|---|---|---|---|
Required | BrowserID | Salesforce | Used for security protections. | 1 year |
Required | BrowserId_sec | Salesforce | Salesforce | 1 year |
Required | CookieConsentPolicy | Salesforce | Used to apply end-user cookie consent preferences set by our client-side utility. | 1 year |
Required | LSKey-c$CookieConsentPolicy | Saleforce | Used to apply end-user cookie consent preferences set by our client-side utility. | 1 year |
Required | renderCtx (2x) | Saleforce | Used to store site parameters in the session for reuse across requests by a single client for functionality and performance reasons. | Session |
Required | sfdc-stream | Saleforce | Used to properly route server requests with Salesforce infrastructure for sticky sessions. | 3 hours |
Required | ak_bmsc | Saleforce | Used to distinguish between humans and bots. | 1 day |
Required | bm_sv | Saleforce | Used in conjunction with the website's BotManager feature - This feature detects, categorizes and generates reports on potential bots attempting to access the website for the website operator. | 1 day |
Required | NSC_tvswfz.nfebmmjb.dpn | Medallia | Cookie is used to enable load balancing. | Session |
Required | Consent | Medallia | Records whether the respondent has accepted the cookie terms and conditions. | 1 year |
Required | sEc.* | Medallia | Fraud prevention | Session |
Recipients / Categories of Recipients:
We use specialised service providers, particularly in the field of customer surveys, for data processing via cookies and similar technologies. These process your data on our behalf as carefully selected and contractually bound processors. All companies listed as providers in our preceding cookie list act as processors for us.
Storage Duration / Criteria for Determining Storage Duration:
The storage duration for cookies can be found in our cookie list above.
1.2.3 Customer Survey on Shopping Experience
Purposes of data processing / Legal bases:
As part of the customer survey, we collect data on your subjective shopping experience. The purpose is the continuous improvement of your shopping experience in our stores.
These processing activities are based on our legitimate interest in continuously improving your shopping experience in our stores.
Recipients / Categories of Recipients:
We only engage specialised service providers to handle customer survey data. These providers act as carefully selected, contractually bound processors operating on our behalf.
Storage Duration / Criteria for Determining Storage Duration:
Survey data is stored for 12 months, after which it is aggregated monthly to ensure responses can no longer be linked to a specific time.
1.2.4 Prize draws
Purpose of data processing / Legal basis:
Any personal data collected from participants (first name, last name, email address, street name, house number, postal code, and city) is processed exclusively to administer and fulfill the prize draws.
Recipients / Categories of Recipients:
We use service providers specialised in prize draws for data processing. These process your data on our behalf as carefully selected and contractually bound processors.
Storage Duration / Criteria for Determining Storage Duration:
Once the prize draws conclude and winners are announced, all non-winning participants' personal data will be deleted. Personal data for winners of physical prizes will be retained for the duration of statutory warranty claims to facilitate any necessary repairs or replacements.
1.3 Net Promoter Score (NPS) Surveys
When you contact customer care, you are given the opportunity to participate in a satisfaction survey (NPS). If you wish to take part by phone, you can do so by giving your consent at the end of the call. If you prefer to take part by e-mail, we will send a questionnaire to the e-mail address you provide to us. Participation is entirely voluntary. Feedback provided is linked to your support case within our Customer Relationship Management (CRM) system, Salesforce, to help us continually evaluate and improve our customer service. The results of our customer surveys are used for internal evaluations only. On occasion, our Customer Care team may contact you to follow up on your response. If you prefer not to be contacted regarding your feedback, please send an email to customer.care@lidl.co.uk with the subject line 'NPS Feedback'. Standard essential cookies (such as BrowserID, CookieConsentPolicy, Medallia, and AppDynamics) are utilised during the survey process to ensure secure connection, consent management, performance tracking, and load balancing.