SmartSurvey Limited

SmartSurvey Business Team Survey Tool

SmartSurvey is a UK-based online questionnaire tool which can be used to create and collect data through Online Forms, Emails, and QR codes. Customer Satisfaction Surveys, Employee Surveys, Market Research, Training Evaluation, Assessments, Patient Satisfaction, and much more.

Features

  • Question types: Single/Multiple Choice, Ratings, Ranking, Open-ended, NPS
  • Collect via: Email, SMS, Offline, Embedding, Web Intercept, Mobile, etc
  • Brand it, customise colours, fonts, add logo(s) and much more
  • Skip logic, Routing, Piping, Variables, Scoring, Validation, Randomisation
  • Email distribution and tracking, auto-scheduling, send reminders, manage opt-outs
  • Real-time Results, TextAnalysis, Charts, Filtering, Cross-Tabulation, Export (Excel + SPSS)
  • Full support via: Telephone, Email, Live Chat, Account Manager
  • UK Based, Secure, Accessible on all Browsers, Mobiles, Tablets
  • Multi-User accounts, Share Information, Set Permissions, Secure Sensitive Data

Benefits

  • All sensitive data stored on UK servers
  • All data is encrypted during transit and at rest
  • Unlimited Surveys, Questions and Responses
  • Fully responsive on all platforms: Web Browsers, Mobiles, Tablets, etc
  • ISO27001 Certified
  • Cyber Security Essentials Plus Certified
  • GDPR Compliant
  • Annual penetration test carried out
  • Support via freephone number, tickets, emails and live chat
  • Online, nothing to install and very easy to use

Pricing

£480 per user per year

Service documents

Framework

G-Cloud 11

Service ID

2 0 2 1 8 5 4 3 8 4 0 7 7 7 5

Contact

SmartSurvey Limited

Emma Stone

0800 0937 822

emma@smartsurvey.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No.
System requirements
  • Internet connection
  • Modern web browsers

User support

Email or online ticketing support
Email or online ticketing
Support response times
Between Monday to Friday 9am to 5:30pm, expect a response within 1 hour. Any other time expect a response within 6 hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
No
Support levels
We provide support via telephone, email, and through support tickets. Monday to Friday 9am to 5:30pm.
Support available to third parties
No

Onboarding and offboarding

Getting started
Initially we will setup the user accounts, followed by the setup of email validation and domain branding (if applicable).

Following account setup, we can provide training to super or all users. Training is seldom needed as SmartSurvey is very easy to use. Training can be offered at an additional cost.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Customers can download survey and response data into CSV/Excel.
End-of-contract process
Customers can export data up to the final contract date. Once the contract comes to an end, the account will revert back to the free plan. Customers can delete any collected data they wish from the account at any time. After deletion, all data will be destroyed after 21 days.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
All forms / surveys created within SmartSurvey will work on any device automatically.
Service interface
Yes
Description of service interface
The Service is accessed via a secure web browser connection. The interface consists of responsive and accessible web pages through which the users access the functions of the software.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We used an external company to test our site using various assistive technology.
API
Yes
What users can and can't do using the API
In order to use SmartSurvey API, you will need to request an API key from within your account dashboard. Follow the steps below to get your API key: Login to your account Click on My Account Click on API Keys Request API Access If you have not already requested one, click on request key. Click Add New API Key Once the key appears, use this to authenticate with the API If you do not see this option within your account, please contact us for further assistance. The SmartSurvey API is a RESTful API, which adheres to the guidelines defined by REST. Users can make a requests to specific endpoints to list, create, update, copy and delete. Some entities such as 'surveys' have more options than others. There are some limits to the API requests that can be made To the API. These limits are based on the SmartSurvey account package type.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
All forms/surveys can be fully customised using HTML and CSS. This allows users to meet their brand guideline requirements and ensure mobile optimisation and accessibility are taken into consideration.

Scaling

Independence of resources
We have load balancers in place. Additional standby servers are available to increase resources if required. At present we are only using 10% of our capacity.

Analytics

Service usage metrics
Yes
Metrics types
SmartSurvey users can access metrics on the number of Responses, Number of surveys, Number of users, Number of SMS credits, and where multiple users are present, information regarding user creation date and last accessed date.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
  • European Economic Area (EEA)
User control over data storage and processing locations
No
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
Using TDE (Transparent Data Encryption).
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
Data can be exported into Excel, CSV and Word.
Data export formats
  • CSV
  • Other
Other data export formats
  • Word
  • XLS
  • PDF
Data import formats
Other
Other data import formats
This is something we will manage for users, if required.

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Our current availability stands at 99.9% for the past 5 years. We guarantee an uptime SLA of 99.95 percent.
Approach to resilience
Available on request.
Outage reporting
Email alerts and dashboard notifications.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Level of access to these areas are determined by the role and seniority of the staff member. For example, only support staff have access to potentially sensitive data, where only senior technical staff have access to databases.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
The British Assessment Bureau
ISO/IEC 27001 accreditation date
17/06/2015
What the ISO/IEC 27001 doesn’t cover
Our data center providers (UKFast + IOMart), they both have their own ISO27001 certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Trustwave
PCI DSS accreditation date
01/10/2018
What the PCI DSS doesn’t cover
N/A
Other security certifications
Yes
Any other security certifications
Cyber Security Essentials Plus

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
As part of our ISO27001 commitments, we have a number of policies in place which employees have to adhere to. These includes policies such, acceptable use policy, clean desk, disaster recovery, passwords, etc. Every employee will be required to famliarise themselves with these policies and complete an assessment to ascertain their level of understanding. Test are carried out annually.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Available on request.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available on request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Available on request.
Incident management type
Supplier-defined controls
Incident management approach
Available on request.

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
£480 per user per year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
14 days free trial of all the features. However, the trial limits the number of invites to 25.
Link to free trial
https://www.smartsurvey.co.uk/signup?plan=8

Service documents

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