SmartSurvey Limited

SmartSurvey Enterprise Team Survey Tool

SmartSurvey is a UK-based, enterprise-level, online survey & questionnaire tool which can be used to create and collect data through Online Forms, Emails, SMS and QR codes for Customer Satisfaction Surveys, Employee Surveys, Market Research, Training Evaluation, Assessments, Patient Satisfaction, FFT Friends and Family Tests and much more.


  • 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, API Integration
  • Create one survey in multiple languages - supports all languages
  • Email distribution and tracking, auto-scheduling, send reminders, manage opt-outs
  • Real-time Results, TextAnalysis, Charts, Filtering, Cross-Tabulation, Export (Excel + SPSS)
  • Multi-User accounts, Share Information, Set Permissions, Secure Sensitive Data
  • Full support via: Telephone, Email, Live Chat, Account Manager
  • UK Based, Secure, Accessible on all Browsers, Mobiles, Tablets


  • 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


£900 per user per year

Service documents


G-Cloud 11

Service ID

2 1 5 2 9 7 8 9 7 6 6 0 5 2 1


SmartSurvey Limited

Emma Stone

0800 0937 822

Service scope

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

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 None or don’t know
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. Enterprise users have access to a dedicated Customer Success Manager.
Support available to third parties No

Onboarding and offboarding

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, and we recommend that they do. 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

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.
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.


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.


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


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 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-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

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

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

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

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

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

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

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

Public sector networks
Connection to public sector networks No


Price £900 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. SMS functionality cannot be trialed, but we can demonstrate it on request.
Link to free trial

Service documents

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