Qualtrics LLC

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 per person per year

Service documents

Framework

G-Cloud 11

Service ID

2 5 4 7 1 4 5 7 2 2 6 0 9 5 5

Contact

Qualtrics LLC

Kevin McCarthy

07983542808

kmccarthy@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 per person per 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/

Service documents

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