Sustainable customer relations
Protecting our users' personal health data and safeguarding their privacy is business critical for Sleep Cycle. With us, users are always in control of their own data.
For us, customer privacy is a matter of trust and a fundamental part of a good customer relationship. We cherish our proactive culture where customer integrity has the highest priority and the handling of customer data is based on compliance with laws and internal regulations, which specify how the data should be protected and may be used. Fundamentally, the user is always in control of their sleep data. In order for us to access the user's sleep and health data, they must actively give their consent.
CLEAR GUIDELINES FOR HANDLING SLEEP DATA
Sleep Cycle operates in a global market where laws and regulations differ from country to country, which complicates the question of when customer privacy is breached. We always want to do the right thing and have a zero vision when it comes to customer privacy incidents. In case an incident occurs, our ambition is to always quickly correct any shortcomings and learn from the incident to ensure that it does not happen again. Our data is classified as health data and thus as personal data, which requires a high level of security and also that we must report personal data incidents to the Swedish Data Protection Authority (IMY).
WE ALWAYS WANT TO DO THE RIGHT THING IN A COMPLEX REALITY
We continuously implement internal information initiatives to ensure a high level of awareness among employees of the importance of customer integrity together with a good knowledge of the regulations that govern the handling of personal data. With a view to our zero vision goal and based on Swedish legislation, we first measure the incidents that should be reported to IMY. In 2023, zero customer privacy incidents were reported to IMY.
A SATISFIED CUSTOMER IS A CUSTOMER WHICH RETURNS
Sleep Cycle has many returning customers who continuously use our sleep service. Primarily to sleep better but also because our digital sleep tool contributes to a better understanding of individual sleep habits and the motivation to change them. One measure of customer satisfaction is also the high ratings our users give us on GooglePlay and Apple AppStore. We are constantly working to improve user features. This includes making it easier to search for information yourself, as well as responding quickly to users who contact our customer service directly.
PRODUCT DEVELOPMENT FOR USER BENEFIT
In early 2022, Sleep Goal was launched to promote regular sleeping habits by helping the user schedule regular sleep routines. We have also continued our work to make users aware of how good sleep affects our ability to live well. In 2023, Sleep Cycle launched a feature where users can test their cognitive ability, which is then linked to the quality of their sleep.
Research has shown that there are strong correlations between cognitive ability and sleep, where people who sleep well, perform better in various tests and show higher reactivity.
Building on our long experience in analyzing sleep data, we have continued to develop features related to snoring. A breakthrough came when we discovered how snoring from different people in the same room can be identified using machine learning and a new algorithm. We call this feature "Who snores?". Being able to differentiate between multiple snorers enables an even more accurate sleep analysis and increases the number of users we can provide personalized advice and insights for, on individual snoring habits.
