Privacy Statement


How We Protect You

Service Performance Insight, LLC, “SPI Research” is committed to protecting the privacy of information and data that may be used to identify you (your "personal information"). The intention of this Privacy Notice is to disclose our information-gathering practices and describe how we use your personal information.

Who We Are

Service Performance Insight, LLC, “SPI Research”, is a global research, consulting and training organization dedicated to helping professional services organizations (PSOs) make quantum improvements in productivity and profit. In 2007, SPI developed the PS Maturity Model™ as a strategic planning and management framework. It is now the industry-leading performance improvement tool used by over 35,000 project and service-oriented organizations to chart their course to service excellence.

Information We Collect

We collect personal information from you if you use our website, fill out registration forms, complete our research surveys, complete forms to download content from our website, or purchase our reports. 

We may collect the following categories of personal information: 

  • Contact details, such as name, title, company name, email address, phone number, and location
  • Your email subscription preferences
  • Credit card information (if you are making a purchase)
  • Details about your interest in our products, services and publications
  • Information about the work that you do, such as the industry and geography you work in and the number of people at your company
  • Information from publicly available profiles, such as on LinkedIn, in connection with our marketing activities or research
  • Responses to surveys, polls, assessments and interviews
  • Information collected automatically from our website visitors, such as your IP address, browser type, language, operating system, the date and time you accessed our website, and the link from which you accessed our website.

How We Use Your Personal Information

The personal information that we collect is used to perform our contractual obligations and for our other legitimate business interests. In some cases, we may ask you for your consent to use your personal information. Specifically, we use your personal information for the following purposes: 

  • To deliver services, research, consulting, training, assessments or transactions that you have requested
  • To perform under our contracts with our business partners, such as invitations to our events, webinars, podcasts and speeches
  • To improve our website, including upgrading security measures
  • To send you promotional materials or communications regarding our content and services, or information from SPI Research partners, that we feel may be of interest to you
  • To conduct research on topics of interests to SPI Research and its customers
  • For educational purposes, such as polls conducted in webinars

How We Share Your Personal Information

We may share your information for legitimate business purposes with the following individuals and entities:

  • Vendors engaged by SPI Research to provide certain services on behalf of SPI Research, such as marketing services, content management/data storage, payment processing, conducting surveys and Microsoft Office 365 business applications

Transfer of Information to the United States

SPI Research is headquartered in the United States. Information we collect from you will be processed in the United States. The United States has not sought nor received a finding of "adequacy" from the European Union. With respect to transfer from the European Union, SPI Research relies on derogations for specific situations. In particular, SPI Research collects and transfers personal information to the United States only with your consent, to perform on a contract with you (or in your interest), or to fulfill the compelling legitimate interests of SPI Research in a manner that does not outweigh your rights and freedoms. SPI Research endeavors to apply suitable safeguards to protect the privacy and security of your personal information and to use it in a manner that is consistent with this Privacy Notice.

Data Retention

SPI Research retains personal information for as long as we have a legitimate business relationship with you or with an organization with which you are affiliated (such as your employer). We may also retain personal information about prospective customers or prospective employees until we determine that it is unlikely that we will provide you with services and/or employ you. We also may retain your personal information for as long as necessary to comply with our legal or contractual obligations.

Your Rights

If you do not want to receive promotional or marketing communications from SPI Research, you may opt-out at any time by clicking the "unsubscribe" link at the end of our emails or surveys. If you choose to unsubscribe, we will retain your contact information to ensure that we do not contact you again.


SPI Research uses a number of security technologies and procedures to ensure your personal information is protected from unauthorized access, use, or disclosure. However, we cannot guarantee that third parties will not overcome these measures and gain access to your information. To the fullest extent permitted by law, SPI Research disclaims any warranty or guarantee that your information will be protected from misuse, appropriation, alteration, or loss.

Links to External Websites

This website contains links to websites that are not controlled by SPI Research. Please be aware that we are not responsible for the content, security, and privacy practices of external sites. We encourage you to familiarize yourself with the privacy policy of all websites where you submit personal information.

Children’s Personal Information

SPI Research is a general audience website and does not knowingly collect any personal information from children. While our website may be viewed by children, SPI Research does not seek to obtain information about visitors under 18 years of age.

Statement on Cookies

This website, like most, uses cookies. A cookie is a text file that is placed on your hard disk by a web server. Cookies are not used to run programs or deliver viruses to your computer.

Browser-level Controls
You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but most browsers allow you to see your cookies and delete them on an individual basis or block cookies from specific or all websites. For more information on how to modify your browser settings to block or filter cookies, see If you choose to decline cookies, you may not be able to fully experience the interactive features on SPI Research’s website. If you change your mind after you’ve accepted our cookies, you can clear your browser cookies and change your settings to refuse cookies in the future.

Note: "Do Not Track" is a preference you can set in your web browser to let the websites you visit know that you do not want them collecting information about you. This website does not currently respond to the “Do Not Track” signal. The best way to manage the collection of information is by controlling your cookies and limiting the personal information you submit to our website.

Service Providers and the Cookies We Use
We use the service providers listed below. You may visit their links to learn about their privacy policies and how to opt-out of their cookies.

What We Use Cookies For

  • Collecting information:This means we can learn more about how you use our website so we can improve our services and online experience.
  • Tailoring your experience:Cookies allow us to provide you with information, products, and services we think you will find interesting.
  • Making our marketing relevant:We can show you relevant offers and promotions on our website and through our marketing automation and advertising networks.
  • Email:If you receive our email updates, we tailor the information we send to you based on the data our cookies have collected from your recent visits to our website. You can opt-out of this in any email we send.

Social Buttons
We use social buttons to enable visitors to share content. These are buttons for third-party social media sites that may log information about your activities on the internet, including your activities on this website. Please refer to the privacy policy of those sites to understand how they use your information and to find out how to opt-out, or delete, what they collect.

Email Communications
We may also use cookies to determine if you have opened or clicked on email communications we send. If you do not wish to have your email engagement tracked, you must unsubscribe as it is not possible for us to send these emails without tracking enabled. Registered subscribers can update their subscription preferences at any time by contacting us using the contact information below, or you can unsubscribe by following the instructions in the emails you receive from us.

Changes to our Privacy Notice

SPI Research reserves the right to amend this Privacy Notice at any time, for any reason, without notice to you. Any changes will be published on our website where you can access our current Privacy Notice.

Contact Information

If you have additional questions about how we handle your personal data, please contact us at or call 1(650) 703-6593 or by mail at:

Service Performance Insight, LLC

25 Boroughwood Place
Hillsborough, Ca. 94010

For personal information subject to European data protection laws, SPI Research is the controller of the personal information.