Snap Surveys Ltd

Snap XMP survey platform

Experience Measurement Platform software providing professional data collection and reporting for surveys, assessments and audits. Optimise engagement and transform data into knowledge.

System is accessed entirely online through a browser, with downloadable desktop app for power users and mobile app for offline interviewing. Multi-language capability for online, mobile and paper.

Features

  • UK-based hosting with ISO 27001 certified data security
  • Multi-channel via web, paper and mobile in multiple languages
  • Scanning module automates data collection from paper surveys
  • Engaging range of question types
  • Sophisticated questionnaire design includes routing, masking and piping
  • Work collaboratively by sharing questionnaires and results with colleagues
  • Data import and export – SPSS, Triple-S, csv, tsv, xlsx
  • Graphical and statistical analysis tools to fuel a deeper understanding
  • Reporting tools to disseminate results, conclusions and plans of action
  • Instructor-led online training available

Benefits

  • Undertake research from anywhere via browser-based system
  • Improve response rates with enjoyable interactive surveys and dynamic content
  • Monitor response rates with real-time reports
  • Automate invitations and reminders and send email alerts
  • Create fully customised branded surveys with your logo and colours
  • React to feedback instantly with automated email alerts
  • Enjoy uninterrupted interviewing offline on smartphones, tablets and kiosks
  • Access to expert help desk phone support
  • Replace cumbersome Excel based data collection with dynamic tools
  • Access to our expert research consultancy and graphic design teams

Pricing

£835 a licence a year

  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@snapsurveys.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 8 0 4 1 4 1 5 0 5 4 2 4 8 3

Contact

Snap Surveys Ltd Marianne Witts
Telephone: 020 7747 8900
Email: info@snapsurveys.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Up to 65,000 questions / variables per survey. Up to 2,000 answer codes per question. Up to 10,000 characters per literal response. Up to 1,000 characters for questions and code labels. Up to 100,000 respondents per survey. Table size up to 2,000 rows by 2,000 columns. Up to 1,000 concurrent interviews per survey. Up to 1,500 concurrent interviews per account.
System requirements
  • JavaScript enabled browser: Chrome, Firefox, Edge, Safari, IE11 or later
  • Desktop App: Windows 8 or later
  • Mobile App on Apple devices: iOS 6 or later
  • Mobile App on Android devices: Android 4.4 or later
  • Mobile App on Windows devices: Windows 8+IE11 or later
  • Mobile App on Kindle Fire HD devices: OS4 or later

User support

Email or online ticketing support
Email or online ticketing
Support response times
Helpdesk hours are 9 to 5 Monday to Thursday and 9 to 4.30 on Fridays. Our helpdesk aims to respond to enquiries within 2 hours and deal with all contacts within 1 business day.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Helpdesk hours are 9 to 5 Monday to Thursday and 9 to 4.30 on Fridays. We accept enquiries by phone and email and our helpdesk aims to respond within 2 hours and deal with all contacts within 1 business day. We have an internal escalation process if required which ultimately leads back to our software development department. Helpdesk support is included in the contract price. Consultancy and other services are available as shown on the pricing document.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We offer online training courses and, when the Covid-19 situation permits, classroom-based training at your site or at our Bristol or London offices.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data is synchronised between the cloud service and the desktop installation. At the end of the contract data on the desktop can be stored in multiple formats accessible by alternative applications.

Data can be exported from Snap at any time using the 'download data' function. Response data and metadata can be exported (and imported) in a variety of formats. Exported data can then be transferred to an alternative service, transferred to another application or used for local backups if required.
End-of-contract process
At the end of the contract the cloud service ceases and the user would download their data in a format of their choosing. There are no additional decommissioning costs unless a user requires additional consultancy to download data or temporarily store data before download.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The service will primarily be accessed and used through the desktop and a browser. The main advantage of interviewing / survey completion on mobile devices is that if an internet connection is lost the mobile device will continue to gather data and will synchronise with the server once a connection is regained.
Service interface
Yes
Description of service interface
Snap software includes many ways of getting survey data and metadata in and out of the system. Many are file based including the ability to import/export whole surveys in the form of Triple-S and SPSS .sav files, and survey data in CSV and TSV files.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We have and will work with customers to help them create accessible questionnaires including display considerations and screen reader technology.
API
Yes
What users can and can't do using the API
Snap software includes many ways of getting survey data and metadata in and out of the system. Many are file based including the ability to import/export whole surveys in the form of Triple-S and SPSS .sav files, and survey data in CSV and TSV files.
The Snap API is also provided to allow users to incorporate Snap Online functionality directly in their own application using a web service API. In particular, the Snap API allows users to upload new surveys to Snap Online, or update existing surveys, to control and manage surveys loaded into Snap Online no matter how they were uploaded and get live response data and notifications.
You can use the ISnapUpload interface to upload surveys to Snap Online, use the ISnapRemote interface to communicate with and control an uploaded survey, or write your own interface to handle current responses and specify its address using the setNotification method and the SnapNotification Windows service.
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
No
Customisation available
No

Scaling

Independence of resources
Server load is carefully monitored and managed to minimise the impact of demand from other users. Concurrent interview restrictions are in place by survey and account - see service constraints. If fully independent resources are required we also offer the same package installed on customers own servers so the customer can control capacity and load.

If an unusually high volume of responses is expected for a short intense period, a custom hosting option is available to load balance the responses across multiple servers.

Analytics

Service usage metrics
Yes
Metrics types
Monthly number of survey responses
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Survey response data and metadata can be exported (and imported) in a variety of formats. Exported data can then be transferred to an alternative service, transferred to another application or used for local backups if required.
Data export formats
  • CSV
  • Other
Other data export formats
  • Snif (Snap's own interchange format)
  • Triple-S (standard for transferring data between survey systems)
  • SPSS (.sav)
  • TSV
  • TXT
Data import formats
  • CSV
  • Other
Other data import formats
  • Triple-S
  • TSV
  • SPSS

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Our server availability for the 12 months to end June 2020 was 99.97%.
Approach to resilience
UKFast data centres operate at Tier 3 standards for uptime and availability. They use concurrently maintainable systems including UPS, standby diesel generators and high density infrastructures in excess of 15kW per rack.
Outage reporting
Service notices are sent within the hosted service, posted on our website, and can be set up as an RSS Feed.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
User names and passwords
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Marketing Quality Assurance Ltd
ISO/IEC 27001 accreditation date
Certified 10/07/2007; latest audit 15/10/2019
What the ISO/IEC 27001 doesn’t cover
All controls are in use and all business areas and locations are in scope.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Our information security management system is designed around ISO/IEC 27001:2013 and drives everything we do as an organisation. All activities, services and locations are in scope. We have a full rolling programme of internal audits and are externally audited annually.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
We have a mature configuration and change management process in place under ISO 27001. Annex A, controls 12.1.2, 14.2.5, 14.2.6 and 14.2.8 apply and are in place.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We have a mature vulnerability management process in place under ISO 27001. Annex A, section 12.6, controls 12.6.1 and 12.6.2 apply and are in place.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Snap Surveys’ systems are constantly monitored by Snap Surveys’ staff and our security team is on call to respond to alerts.

Data centre facilities are constantly monitored by hosting provider staff with immediate escalation for any downtime.

Snap Surveys maintains a publicly available system status webpage which includes system availability details, scheduled maintenance and an incident history.

Snap Surveys has in place incident management, business continuity and disaster recovery plans. These are all maintained, tested and reviewed on a regular basis.

In the unlikely event of a data security event, this will be communicated in accordance with those plans.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Snap Surveys has in place incident management, business continuity and disaster recovery plans. These are all maintained, tested and reviewed on a regular basis.

In the unlikely event of a data security event that affects customers, this will be communicated in accordance with those plans.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£835 a licence a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A restricted version of the software, limited to 30 day free trial.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@snapsurveys.com. Tell them what format you need. It will help if you say what assistive technology you use.