Security
Client Culture handles sensitive client feedback and business data. We take that responsibility seriously. Here is how we protect it.
Download Security Overview (PDF)Updated 28 April 2026
Infrastructure
- Hosted on SOC 2 compliant cloud infrastructure (Vercel, AWS, Prisma Postgres)
- TLS 1.2+ enforced for all data in transit, including outbound email delivery
- AES-256 encryption for data at rest
- Automated daily backups with 30-day restore window
- Infrastructure monitoring and alerting
Authentication & Access
- Enterprise Single Sign-On via Microsoft Entra ID, per-firm tenant
- Passwordless authentication via Microsoft
- SSO client secrets encrypted at rest (AES-256-GCM)
- Role-based access control with office, team, and division scoping
- Audit-logged administrative and impersonation actions
Application Security
- Rate limiting on public submission, authentication, and expensive AI operations
- Input validation on sensitive routes with type-safe database access throughout
- Parameterised database queries via ORM (no raw SQL)
- Framework-level CSRF and XSS protection
- Automated bot and spam protection on survey submissions
Email & Survey Security
- SPF and DKIM authentication on all sending domains
- Opt-out links in every survey email, respected permanently
- Configurable survey anonymity settings per firm
- Unique, time-limited tokens for survey access
Ephemeral Data Retention
Your firm decides how long sensitive feedback lives on the platform.
Client feedback is sensitive. Our Ephemeral Data Retention framework gives each firm direct control over how long verbatim comments are retained — from same-day deletion for firms with strict data minimisation requirements, through to extended retention for firms that want longer review windows. No other client feedback platform offers this level of firm-controlled retention.
NPS scores, loyalty driver selections, and response metadata (dates sent and submitted, and the assigned professional) persist indefinitely as structured data — these power every trend chart, benchmark and longitudinal report in the platform, and contain no free-text content. The verbatim comments themselves are retained only for the period your firm chooses, then permanently deleted by an automated process that runs hourly to enforce each firm's retention setting.
Firm-controlled retention
Each firm sets their own data retention period. Same-day deletion is available for firms with strict data minimisation policies.
Structured data persists, verbatims expire
NPS scores, driver selections, and response metadata (dates and the assigned professional) remain indefinitely for trend analysis. Free-text comments are deleted on your firm's retention schedule.
Automated enforcement
A scheduled cleanup runs every hour to enforce your firm's retention setting. Expired survey invitations are automatically anonymised. No manual intervention required.
EphemeralAI™ Processing
How we use AI on the platform — one live feature, with deliberate boundaries.
Most of our platform uses no third-party AI at all. Dashboards, trend charts, NPS benchmarks, and longitudinal reports all run on structured data we hold ourselves.
EphemeralAI™ is our trademark for AI processing that strips personal identifiers before any model call. We hold this approach in reserve for future features where it is practical.
Custom Reports — the one live AI feature
Client Culture produces custom client experience reports for firms. AI assists with early-stage drafting tasks only — surfacing relevant quotes from verbatim feedback, providing starting data points for charts, and producing rough first-draft text.
- Aggregate scores, loyalty driver selections, and verbatim feedback are sent to Anthropic Claude models under their enterprise data processing agreement.
- Anthropic is contractually prohibited from training their models on this submitted data, all transmission is encrypted, and the Anthropic API is SOC 2 compliant.
- AI output is delivered into Google Workspace (Slides and Sheets) on a Client Culture business account, where Client Culture analysts develop, customise, and finalise the report.
- Reports are operator-triggered — they only run when explicitly invoked.
We use AI for drafting mechanics, not for analytical work. Every report's themes, interpretations, and recommendations come from our analysts. AI output is a starting input that accelerates drafting; it is not the deliverable.
AI is not used for routine dashboard analytics, theme extraction across all feedback, or any background processing.
Custom Reports does not use EphemeralAI™ processing. Full anonymisation isn't compatible with the analytical task — themes drawn from verbatims need the verbatims, not redacted approximations — so Custom Reports relies on the Anthropic enterprise DPA's anti-training and confidentiality protections rather than EphemeralAI processing.
Data Privacy
Client Culture operates under the Australian Privacy Act 1988, UK GDPR, and EU GDPR. We act as a data processor on behalf of our firm clients, handling survey responses and feedback data according to each firm's instructions and our data processing agreements.
Staff access is scoped by role, office, and team — people only see the data relevant to their responsibilities. Administrative actions are audit-logged.
Our full privacy policy, including regional addenda for Australia, the UK, and the EEA, is available at app.clientculture.com/privacy.
Sub-processors
We use a small number of trusted third-party services to operate the platform. All sub-processors are contractually bound to protect your data.
| Provider | Purpose | Location |
|---|---|---|
| Vercel | Application hosting and edge network | Singapore |
| Prisma Postgres | Database hosting | Singapore |
| Resend | Transactional and survey email delivery | Tokyo, Japan |
| Anthropic, PBC | AI assistance for custom report drafting (operator-triggered) | US |
| Google Australia Pty Limited | Custom report preparation environment (Google Workspace — Slides, Sheets, Drive) | Global Google data centres |
Vercel, Prisma Postgres, and Resend all operate on Amazon Web Services infrastructure. Details of downstream sub-processors are available in each provider's own trust documentation.
Custom reports for firms (NPS analysis, verbatim summaries, longitudinal trend reports) are prepared in Google Workspace (Slides, Sheets, Drive) on a Client Culture business account. Survey data including verbatim feedback is processed within these tools during report preparation.
Questions?
For security inquiries, contact security@clientculture.com. For privacy questions, contact privacy@clientculture.com.