Privacy Policy

This Privacy Policy describes how Metric Mentor Labs, LLC (“MML,” “we,” or “us”) collects, uses, and discloses information in connection with the Shopper service (“Service”) available at shopper.metricmentorlabs.com.

1. Who We Are

Metric Mentor Labs, LLC is a business operations consultancy. Our registered address is 96 Spruce St, Midland Park, NJ 07432. You can contact us at support@metricmentorlabs.com.

2. What the Service Does

Shopper is an internal tool that MML operates on behalf of a contracted client (the “Client”) to evaluate the sales and customer service performance of locations operated by the Client’s franchise network. As part of the Service, MML or its authorized agents may submit inquiries through the Client’s public landing pages and engage with the Client’s locations via SMS, telephone, voicemail, and email in order to measure response time, quality, and cadence. Scope in this version of the Service is limited to locations operated by a single retaining Client.

3. Information We Collect

In the course of operating the Service, we collect:

• Communications sent to us. Phone numbers, email addresses, subject lines, message bodies, voicemail audio, timestamps, and metadata of SMS, voice, voicemail, and email communications that the Client’s locations send to the synthetic identities we operate on the Client’s behalf.
• Form submission data. Information submitted to the Client’s publicly available web forms using synthetic identity details we generate.
• Internal user data. When authorized MML personnel log in to the Service dashboard, we collect the user’s email address and authentication identifiers via Supabase Auth.
• Technical data. Standard server logs (IP address, user agent, timestamps) collected by our hosting and infrastructure providers.

We do not knowingly collect information from the general public. We do not use the Service to collect sensitive personal information, financial account numbers, health information, or government identifiers.

4. How We Use Information

• To generate mystery-shopping reports and performance metrics for the contracted Client.
• To operate and improve the Service, including debugging and security monitoring.
• To comply with applicable laws, regulations, and carrier requirements.

We do not sell information collected through the Service. We do not use the information to target advertising.

5. SMS and Messaging

The Service sends and receives SMS messages for market research and mystery shopping purposes only. Message frequency varies based on the recipient’s own outreach cadence. Standard message and data rates may apply. You can reply STOP to opt out of further messages from any number operated by the Service, or HELP for assistance. You may also contact us at support@metricmentorlabs.com to request that we stop messaging you.

6. How We Share Information

• With the contracted Client. We share aggregated and de-identified performance reports, as well as full transcripts of the communications their locations initiated with our synthetic identities, with the Client that retained us.
• With service providers. Including Twilio (SMS, voice), Postmark (email), Supabase (database and authentication), Vercel (hosting), and Anthropic (language model inference), each bound by their own privacy commitments.
• For legal reasons. Where required by law, court order, or to protect the rights, property, or safety of MML, the Client, or others.

7. Data Retention

We retain communications data for the duration of the engagement with the Client and for a reasonable period thereafter to support dispute resolution, audit, and regulatory obligations. You may request deletion of specific communications by contacting us at the email above; we will respond to verified requests consistent with our legal obligations.

8. Security

We use industry-standard technical and organizational measures to protect the information we collect, including TLS encryption in transit, encrypted storage, role-based access control, and row-level security on our database. No system is perfectly secure, and we cannot guarantee absolute security.

9. Your Rights

Depending on your jurisdiction, you may have rights to access, correct, delete, or restrict the processing of information we hold about you, and to opt out of certain disclosures. To exercise these rights, contact us at support@metricmentorlabs.com. We will verify the request and respond within the time required by applicable law.

10. Children

The Service is not directed to children under 13 and we do not knowingly collect information from them.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the effective date at the top of the page. Material changes will be reflected on this page.

12. Contact

Metric Mentor Labs, LLC
96 Spruce St, Midland Park, NJ 07432
support@metricmentorlabs.com