Qualtrics Employee Experience Platform
Qualtrics focuses on driving outcomes that matter to you most -
reducing unwanted attrition, retaining and developing talent,
driving employee engagement and increasing the productivity of your
workforce. It's all done by collecting and connecting data from across the
entire employee lifecycle from recruitment to exit on a single platform
Features
- Design, build and distribute surveys easily
- Real-time dashboards & automated reporting to all levels
- Automated Key Driver Analysis to identify priority improvement areas
- Powerful text, sentiment and topic analysis with predictive intelligence
- Engagement, Pulse, 360, Onboarding, Training, Exit, Candidate reaction
- Built in anonymity threshold
- Easily manage multiple hierarchy types at once
- Open API to link into HRIS system
- Combine with operational data for holistic view of employee experience
- Flexible service model: from fully managed to self sufficient
Benefits
- Manage entire employee lifecycle on one platform
- Reduce time to action with real time dashboards
- Increase response rate with branded, mobile ready and accessible surveys
- Automatically identify key drivers behind employee experience
- Manage follow up action for focus areas with Action Planning
- Empower every manager in the organisation with personal dashboard
- Get realtime feedback during transformation or major events
- Baseline, make improvements and measure success over time
- Boost staff morale and productivity
- Reduce unwanted employee churn
Pricing
£1.53 to £26.64 a person a year
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 11
Service ID
2 5 4 7 1 4 5 7 2 2 6 0 9 5 5
Contact
Qualtrics LLC
Chris Sawkins
Telephone: 07919095495
Email: csawkins@qualtrics.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- No
- System requirements
- Modern web browser
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Qualtrics support is available 24x7 Target response time for email is 24 hours although we typically respond much faster. During a recent quarter, our response time average was under 1 hour. People chatting in can expect a response time of 13 seconds on average
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- WCAG 2.1 AA or EN 301 549
- Web chat accessibility testing
- Qualtrics regularly tests the system to ensure the service is accessible for a range of assistive technologies.
- Onsite support
- Yes, at extra cost
- Support levels
- All users will have access to live support and training, available 24/7 at no additional costs from our Qualtrics University team. We keep call logs to give context for any recurring issues and immediate help. There are over 100 members of staff located at our Utah, Dublin, and Sydney offices. This means that clients can call in and get a trained technical specialist on the phone to immediately troubleshoot issues or learn aspects of the tool, at any time of the day or night. Our live support is one of our key differentiators as a company, and clients often comment on how this is one of the most valuable aspects of the Qualtrics relationship. Additionally, clients may email and get a response to questions at any time of the day or night. Most support calls are answered on the first try. Our callback time is typically under three minutes.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Qualtrics offers robust training services throughout the lifecycle of the license. Upon selection customers will be assigned an account team, including a Client Success Consultant and Implementation Consultant. Live trainings will take place to successfully train users on Qualtrics functionality for creating, distributing, and analysing actionable data. The implementation occurs in a phased approach, and each phase will include training opportunity as customer users work with the Qualtrics account team to build survey questions, dashboards, etc.
- Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
-
We understand that companies have a variety of needs for data consumption, so we let you export data in ways that work best for your business and role. In addition to choosing the file format of your data export, Qualtrics offers various options for adapting and customizing your data output. You can review and change data output each time a file is downloaded.
The available file types are
CSV (Comma Separated Values)
SPSS (Statistical Analysis Package)
XML (Extensible Markup Language)
HTML (Hypertext Markup Language)
Fixed Field Text (Plain Text)
You can also export user submitted files, or files respondents have uploaded through the file upload question type. - End-of-contract process
- Users can extract their data at any time during the contract and a set time after the contract ends
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 9
- Internet Explorer 10
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
-
In order to accomplish greater compatibility, we have designed some question types (eg matrix style) with additional mobile functionality to make them better accommodate mobile devices. Though all Qualtrics question types are compatible with a variety of mobile devices (including iOS, Android, and Windows Phone systems), there are some question types that have mobile-specific features built in.
Qualtrics has also developed specific mobile apps for an executive dashboard and a closed loop ticketing app - Service interface
- No
- API
- Yes
- What users can and can't do using the API
- Qualtrics natively integrates with many applications including Adobe Analytics, Salesforce etc. and we support a very robust and flexible REST API, which allows you to set up automations and integrations with other systems. The following link provides detailed documentation about our API and its capabilities: https://survey.qualtrics.com/WRAPI/ControlPanel/docs.php
- API documentation
- Yes
- API documentation formats
-
- HTML
- Other
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
-
All surveys can be individually tailored with questions types, branding, distribution method, reporting, dashboards and much more
Administrators can also fully customise realtime dashboards to drive adoption and action in different groups and teams across an organisation.
Qualtrics also allows for integrations with third party customer relationships management (CRM) systems. Integration options include Qualtrics API, Marketo integration, and Salesforce integration. You can either use a pre-built integration (e.g., Marketo or Salesforce integration) or customize your own integration to your CRM system using our Qualtrics API.
Scaling
- Independence of resources
- Qualtrics approaches high availability, scalability, and performance by architecting highly modular, redundant systems. Last quarter, we supported approximately 400,000 active administrative users. On average 3.5‐4.5 million survey responses are collected each week. We have handled spikes in demand (i.e., where a single survey collected one million responses in 24 hours) without incident.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Qualtrics users can access metrics on Auditable Responses, Number of surveys, Number of users, Number of SMS credits, Most active surveys
- Reporting types
- Real-time dashboards
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
- European Economic Area (EEA)
- User control over data storage and processing locations
- Yes
- Datacentre security standards
- Managed by a third party
- 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
- A third-party destruction service
Data importing and exporting
- Data export approach
-
Users can export data in ways that work best for their business and role. In addition to choosing the file format of your data export, Qualtrics offers various options for adapting and customizing your data output. You can review and change data output each time a file is downloaded.
The available file types are
CSV (Comma Separated Values)
SPSS (Statistical Analysis Package)
XML (Extensible Markup Language)
HTML (Hypertext Markup Language)
Fixed Field Text (Plain Text)
You can also export user submitted files, or files respondents have uploaded through the file upload question type. - Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
-
- TSV
- SPSS
- HTML
- XML
- Data import formats
- CSV
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
- The Qualtrics platform is available 24/7/365, with approximately 99.97 percent uptime. Qualtrics guarantees an uptime SLA of 99.95 percent. Details of refunds are available on request
- Approach to resilience
- All services have quick failover points with redundant hardware, and we perform complete encrypted backups nightly.
- Outage reporting
- Information on service outages are available on request
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
- Other
- Other user authentication
- Users can access the platform with a username and password or alternatively organisations can extend the Qualtrics platform to work with LDAP, CAS, OAuth, Token, or Shibboleth (SAML, SAML2) as Single Sign On options
- Access restrictions in management interfaces and support channels
- Multi-factor authentication is required for using a development workstation
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Dedicated link (for example VPN)
- Username or password
Audit information for users
- Access to user activity audit information
- You control when users can access audit information
- How long user audit data is stored for
- Between 1 month and 6 months
- Access to supplier activity audit information
- You control when users can access audit information
- How long supplier audit data is stored for
- Between 1 month and 6 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
- Schellman & Company LLC
- ISO/IEC 27001 accreditation date
- February 13th 2018
- What the ISO/IEC 27001 doesn’t cover
- Certification covers all Qualtrics hosted services, regional corporate HQs & operations and software development centres.
- 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 policy is based on cloud computing initiatives, ISO 27001, HIPAA/HITECH, and others. We are presently reviewing COBIT v5. In the detailed section of this document there are references to certain industry standards and regulations for each control. The Qualtrics security officer is FERPA certified by the University of Utah, has CISSP certification, and is a certified member of the International Association of Privacy Professionals. More information on our security policies is available on request.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Due to our flexible development environment, changes in code and operations are nimble. Each change is thoroughly tested before being deployed to ensure a continued stable and operational platform. Thus we have adopted the following base conditions: • System uptime is most critical • The environment must scale as number of users and amount of data grow • Features cannot break with a new code release We conduct studies and perform analyses before any significant change is made. In all respects, each data center has redundancy built into the design.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Qualtrics maintains policies to ensure compliance with laws and regulations (e.g. employment), as well as those pertaining to our Services and data processing. The following policies are confidential, internal, and may contain trade secrets. They are unavailable to Customers—even those with NDAs in place. Some are independently vetted by a third-party auditor as part of the FedRAMP certification.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- An Incident involving a) Data loss or b) unauthorized access to Data is a “Security Breach” and declared a Code Red Incident. A Qualtrics case manager will conduct a formal investigation, and will deliver an official written report to the Brand Administrator within two weeks of the incident. If a Security Breach was due to a User’s action or inaction, Qualtrics will provide reasonable assistance to mitigate further exposure and attempt to determine the root cause (if unknown).
- Incident management type
- Supplier-defined controls
- Incident management approach
- An Incident involving a) Data loss or b) unauthorized access to Data is a “Security Breach” and declared a Code Red Incident. If the Security Breach was caused by Qualtrics’ errors or omissions, the Brand Administrator will be notified as expeditiously as possible, but no later than 2 business days, after it was declared. A Qualtrics case manager will conduct a formal investigation, and will deliver an official written report to the Brand Administrator within two weeks of the incident.
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
- £1.53 to £26.64 a person a year
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
-
Qualtrics offers limited free trials which include:
100 Responses
10 Outgoing Emails
8 Question Types
One Active Survey
Unlimited Questions
Summary Reports & Filtering
Survey Logic & Randomization
Online Reporting
However we offer a more extensive trial option upon request - Link to free trial
- https://www.qualtrics.com/free-account/