Peakon

Peakon Engage

Peakon automatically collects employee engagement feedback, analyses the survey data, and delivers back the insights you need to improve your business.

Peakon provides real-time measurements of what's working, and what isn't, for groups of employees in a business through pulse surveys and comprehensive data analysis.

Find out more at peakon.com

Features

  • Real-time employee engagement dashboard for every manager
  • Easy segmentation and comparison of trends across attributes e.g. departments
  • Automated analytics for priority recommendations, smart monitoring and notification system
  • Reply to comments and open anonymous conversations
  • Tailored benchmarking between companies and groups of employees
  • Machine learning for grouping and summarising comment topics and themes
  • Proprietary question sampling algorithm and flexible scheduling
  • Fast configuration for complex organisation structures (e.g matrix structures)
  • PowerPoint export of results and recommendations – instant reporting
  • Intelligent unlimited pulse survey tool available across any device/medium

Benefits

  • Visualise and track engagement trends against management actions
  • Prioritise actions based on their predicted impact on engagement
  • UK based: named customer success and on-site support
  • Drive business change through empowering managers with instant data
  • Fully responsive on browser, tablet, mobile, including native iOS app
  • Fast set-up and deployment process
  • Enterprise class security and permission controls
  • Enable best-practice sharing on engagement drivers to improve performance
  • Fast time to value with instant access to results dashboards
  • Predict and improve employee retention, and reduce recruitment costs

Pricing

£0.25 per user per month

Service documents

G-Cloud 9

296973304244523

Peakon

Neil Ryland

07812075548

neil@peakon.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None
System requirements Access to a web browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our median response time over the last month is 10 minutes. This data includes weekends, when the expected response time can be longer.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Our web chat support is provided by Intercom. All users can type questions to a support representative through the browser. It is available through all our supported browsers and on mobile. If a Peakon representative replies to a message after the user has closed the browser, the reply will be available to them when they navigate back to the page.
Web chat accessibility testing None. However, we provide phone support for users who are unable to type.
Onsite support Onsite support
Support levels Peakon provides three core levels of support:

1) Online self-service support and ticketing
2) Product training workshops, train-the-trainer programs and set-up
3) Engagement consultancy: workshops, question design and action planning

Details can be found at the bottom of our pricing page: https://peakon.com/pricing
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Peakon's customer success team is available to build a strong, ongoing partnership. Details of the customer success commitment Peakon makes to you can be found in the pricing document. Peakon's detailed feature documentation is available at help.peakon.com.

Depending on the level of service you select, you can expect a 4-phase implementation plan:
1) Platform setup and strategic planning: understanding your needs as an organisation and designing your Peakon experience to help you achieve your goals
2) Launch and team familiarisation: targeted test rounds, data validation, company-wide launch, administrator training
3) Manager onboarding and data synthesis: from best-practice guidance to comprehensive on-site support offerings, we ensure that the data and insights you have gathered are actionable and easy to understand
4) A dedicated Customer Success Manager will regularly meet with you and provide ongoing best practices, insights and guidance through multiple survey rounds
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Employees and their current attributes can be downloaded to an Excel .xlsx spreadsheet.

Peakon's automated presentation download allows companies and managers to extract their latest results into a PowerPoint .pptx file for their records.

Comments and text answers can be downloaded into an Excel .xlsx file, along with their answer time, associated question and numerical score (if applicable).

More detailed survey data download is not possible, in order to protect the anonymity of employee answers.
End-of-contract process If requested, Peakon will irreversibly delete the data stored about the company at the end of the contract. The deletion will occur within 3 months of the date of the initial request.

Deletion in this context means the following:
– All customer data stored in Peakon databases that is personal to the company or its employees will be anonymised in an irreversible way. This means that there will be no way to restore the original data after the anonymisation process has completed. The anonymised data will be kept solely for the purpose of future analysis and benchmarking.
– Customer data stored in external systems (e.g. CRM systems) will be deleted in full.

We caution against data deletion in general, in case the customer wants to return to the platform at some point in the future. As such, we have implemented a detailed data deletion policy to ensure that it is not possible to delete active customers' data by accident or design.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Our software is browser-based, and responsive to different screen sizes. Users get a great experience on a monitor, laptop, tablet or mobile.
Accessibility standards WCAG 2.0 A
Accessibility testing None
API Yes
What users can and can't do using the API Our API is private, but we have built integrations in collaboration with selected partners.
API documentation No
API sandbox or test environment No
Customisation available Yes
Description of customisation The data can be segmented according to user defined attributes, based on data in the form of options, numbers, dates or other employees' names (e.g. their manager). Peakon will create and update these segments automatically from the data upload.

Managers can view segmented data from the employees they are responsible, down to an anonymity threshold defined by the administrators and seen by employees.

Access levels can be customised in fine detail – employees are added to a group, with specified features turned on or off. Administrators have access to everything by default, and are able to modify others' access levels.

Survey frequency can be adjusted in the survey settings. Questions or entire surveys can be sent out only to specific segments.

Employees can access the survey through any channel: email, slack notification, SMS or through a kiosk with an access code. They can also determine which language they wish to answer questions in, if allowed by the administrators.

Custom free-text questions can be asked alongside Peakon's standard question set.

The introductory email, and who it is sent from, can be customised by the administrators.

All companies, users and segments can be assigned an image to be used as an avatar.

Scaling

Scaling
Independence of resources Peakon invests in data monitoring tools to ensure that users are not impacted by the demand other users are placing.

All of Peakon's cloud systems are designed for scale, so that there is plenty of spare capacity in periods of high demand, and it is easy to allocate more resources to the relevant service in extreme cases.

Analytics

Analytics
Service usage metrics Yes
Metrics types Response rates are tracked by "segment" (e.g. department, office) and managers are alerted if their team has a low response rate. Response rates by round and over a longer period (typically 3 months) are available for the whole company through the Peakon dashboard.

If necessary, we can help to provide reporting on other service usage metrics upon request.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

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 No
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 another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach All employees and their attributes (e.g. department, manager, start date) can be exported to xlsx via Peakon.

In order to protect the anonymity of individual respondents' answers, the exporting of raw survey data is not possible. A summary presentation containing the key charts and figures from the tool can be exported to pptx.
Data export formats Other
Other data export formats
  • Xlsx
  • Pptx
Data import formats Other
Other data import formats Xlsx

Data-in-transit protection

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)

Availability and resilience

Availability and resilience
Guaranteed availability We guarantee 99% uptime. The metrics for our key services can be found at status.peakon.com and uptime.peakon.com
Approach to resilience Information about our datacentre setup can be found in our security whitepaper, which is available on request.
Outage reporting Incidents are logged and managed at status.peakon.com, and the 7 day metrics can be found at uptime.peakon.com

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to customer data through the Peakon backoffice (for support purposes) is restricted to software developers and customer success managers, and controlled exclusively by the CEO and CTO. Only customers who have given Peakon permission to assist them can be accesses in this way.

Peakon uses Intercom as its support and communications channel, and access is divided between customer success managers, technical support and salespeople.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach Phil Chambers, CEO, and Christian Holm, CTO, both have 10+ years of experience building secure web applications, with strict requirements for integrity, availability and security. They collectively have experience running complex, highly available SaaS applications globally such as Citrix GoToMeeting and Citrix Podio.
Information security policies and processes All employees are required to follow Peakon's Password, Device Security , Data Handling, Data Classification, and Data Deletion policies. In addition, the product team are required to follow the Bug Management, Postmortem, and Change Management processes and the Incident Response and Disaster Recovery plans.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Peakon has a formal change management process for controlling changes to information resources, covering servers, networks, software, 3rd party services and other infrastructure.

Changes are tested in an isolated, controlled representative environment prior to implementation for testing and approval. Old versions are retained to allow rollback and recovery in the event of an unsuccessful change.

All changes will be monitored once they have been rolled-­out to the production environment. Deviations from design specifications and test results will be documented and escalated to the solution owner for ratification.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Peakon uses detectify to check for OWASP top 10 and over 500 other known software vulnerabilities.

To catch vulnerabilities that detectify misses, Peakon runs a private bug bounty program with Bugcrowd, which rewards expert security testers to look for vulnerabilities across the Peakon systems. All employees of Peakon can also report bugs and security issues.

Bugs are prioritised upon identification. A high priority bug will be patched and deployed as soon as possible – typically within an hour. Peakon is deployed several times a week, meaning that small bug fixes are released incrementally.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Potential compromises are identified through 4 main channels: system monitoring (i.e. automated alerts, vulnerability scans and changes in key product metrics), employee reporting, customer reporting and crowdsourced security vulnerability reporting.

Upon reporting of an incident, its scope and severity is analysed to determine the urgency of the response, before it is contained, eradicated and systems recovered.

During and after the incident, communications will be made to keep internal and external stakeholders updated on developments.
Incident management type Supplier-defined controls
Incident management approach Peakon has a detailed incident response plan designed to reduce the risk and impact of incidents. It is supplemented by password, data and device security policies, along with a postmortem process and disaster recovery plan, and an overarching software development life cycle to guide best-practice and monitoring.

The incident response plan covers 8 main areas: preparation, identification, analysis, containment, eradication, recovery, communication and lessons learned. All internal and external stakeholders are kept informed of the status, impact and expected recovery time of incidents.

Incidents are communicated to customers on https://peakon.statuspage.io/, and directly by Peakon's management team if necessary.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.25 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial All non-premium features of Peakon's service can be trialled for free for 30 days with online sign-up process.

Peakon Premium can be set-up on an enterprise trial by speaking to a Peakon Account Manager.
Link to free trial https://peakon.com/

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑