SocialOptic Ltd


SurveyOptic is a digital survey solution for delivering and managing questionnaires, surveys, web forms and polls for research, consultations, feedback and assessments. It enables measurement of engagement and satisfaction, and requirements gathering for staff, customers, patients and key stakeholders, delivering real-time insights, analytics and analysis for data-driven decision making.


  • Responsive Desktop, Mobile and Tablet friendly web interface.
  • Single/Multiple choice questions, ranking, open-ended, slider, ratings, NPS and likerts.
  • WCAG 2.0 AAA compliant and fully compatible with assistive technologies.
  • Multi-lingual survey support, e.g. Welsh and over 15 languages.
  • Filter and analyse by type, answer, group, hierarchy or segment.
  • Easily editable skip and flow control, substitution and show/hide logic.
  • Automatically generated, real-time PDF reports, scoring and data exports.
  • Optional automated email or SMS text invitations and automated reminders.
  • Role-based access control, access and audit logging for GDPR compliance.
  • Full developer REST API, web hooks, and data file import/export.


  • Enables digital-first data collection, reducing cost and saving time.
  • Optimised interface delivers fast responses and high completion rates.
  • Support staff surveys and questionnaires, feedback management and consultation.
  • Easy data-migration, with import from or export to other systems.
  • Data export, enabling re-use of data and analysis for stakeholders.
  • Measure outcomes and engagement to gain insights and improve processes.
  • Template and repeat surveys and question sets to speed development.
  • Support for questions and help text in multiple languages.
  • Automatic workflow including limiting responses by date, quotas or criteria.
  • Real-time data visualisation, reporting and statistics to provide rapid insights.


£19.66 per user per month

Service documents


G-Cloud 11

Service ID

3 2 8 0 7 8 8 1 2 3 5 2 2 6 2


SocialOptic Ltd

Caalie Ellis

0203 393 6591

Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
System requirements
  • Working internet connection
  • A supported browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4hrs of receipt within office hours
User can manage status and priority of support tickets
Online ticketing support accessibility
Phone support
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
Web chat accessibility testing
Tested using validation tools and manual testing.
Onsite support
Yes, at extra cost
Support levels
SocialOptic prides itself on providing friendly and effective customer service and support. Standard support hours are from 8am to 6pm Monday to Friday, excluding bank and public holidays.

The service is available and monitored on a 24x7 basis, via the SocialOptic service assurance infrastructure, and support requests can be raised electronically 24x7. The support service includes telephone, email, web-based and in-app support for all issues and queries.

Calls are handled by our highly skilled staff, and call severity will be categorised under the following three levels:
Severity 1 – Complete loss of service affecting multiple users. Response time < 30 minutes.
Severity 2 – Partial loss of service affecting a minority of users. Response time < 60 minutes.
Severity 3 – Issue affecting and individual user. Response time < 4 hours.

We provide a named support contact for each account, so that there is someone familiar with the particular use case, and able to answer questions within the organisational context.
Support available to third parties

Onboarding and offboarding

Getting started
The on boarding process is managed according to PRINCE 2 project management principles or Agile, according to customer preference. SocialOptic allocates a named contact to provide support, who will work with you to understand your objectives and requirements, and build a milestone-based project plan that will include the process for go-live. SocialOptic provide user documentation that assumes no prior experience, including a "Getting started" guide. The platform is intuitive and online/telephone training sessions are conducted directly with users, supported with pdf documentation. Post launch, the account team are available to answer any questions or provide support to ensure successful implementation of the system.

Optional tailored web-based or on-site training is available for groups. There is an optional import service, to automate importing of existing data, and our support staff are on hand to help with questions.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
CSV export
End-of-contract process
Users can remove their own user accounts, or accounts can be disabled (locked) via an administrator account. Users can export data as text CSV (comma separated variable) files, with descriptive headers, prior to deleting their account. Data is exported over a secure TLS encrypted link, using a standard web browser. Exporting of data is freely available via the web interface. Data is also available via the REST API (Application Programming Interface), in JSON format. High volume requests may be rate limited. Key data may also be exported in PDF format, as reports. Our team are available to help with off-boarding, and there is no charge for exporting data. At the end-of-contract all user accounts and user data will be removed from live systems within 7 days, and expired from backups by rotation, within 30 days.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Service interface
What users can and can't do using the API
The API allows for creating and disabling user accounts.
SurveyOptic APIs allow users and application developers to create, update and delete items in SurveyOptic. APIs are secured by API keys and protected by configuration. Both REST and WebHook APIs are available.
Users can create and manage surveys, add and update responses, access analytics and reports.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
The look and feel, branding, questions and reporting colour schemes can all be customised.

Customisation is configured via the web-based editor.

Any user with appropriate user permissions can customise their instance or survey.


Independence of resources
Each user is handled in an independent process, with separately managed memory and processor resources. A resource scheduling algorithm limits the maximum resources allocated to a specific user thread, protecting other threads from resource starvation.


Service usage metrics
Metrics types
Number of users
Number of surveys and responses
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
CSV export, PDF reports, API
Data export formats
Data import formats

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
SocialOptic has extensive operational experience, and has been running Software as a Service platforms for nearly 10 years. All systems are monitored 24x7 and target a 99.999% availability level, by using redundant systems with automated switch over. There are no scheduled maintenance windows that are excluded from the SLA, and SocialOptic operates a "zero-downtime" methodology for system updates. Should availability fall below the target SLA, a support request can be raised to obtain a pro rata refund for any outage over 30 minutes. Availability is measured to the edge of the data centre, and does not cover users' Internet Access or third party remote systems.
Approach to resilience
Primary, secondary and tertiary facilities are used, with redundant mirroring. Further details available on request.
Outage reporting
Public status page

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
User credentials are used to secure management interfaces and support channels and provide strong authentication. All communications make use of session level encryption to protect confidentiality and integrity. Access controls are subject to regular review, as part of the overall security policy, and scanning and penetration testing is used to increase assurance.
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

Access to user activity audit information
Users have access to real-time 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
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Cyber Essentials

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
IASME and Cyber Essentials
Information security policies and processes
Information Security is a board level responsibility, and is a standing agenda item at all board meetings. Security policies and procedures are regularly reviewed. SocialOptic meets the requirements of Cyber Essentials and is IASME certified, operating the core controls of the ISO27001 standard. We adhere to the model of the Cabinet Office Security Policy Framework and implement the CESG Cloud Security Principles and the requirements of new GDPR legislation. Change control systems are used throughout the service process, and regular security scans are part of the release and operate process.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All components and system configurations are managed through a version control system, with a full audit log, and impact assessment process. All newly developed software goes through a code review, and is subject to vulnerability scanning as part of the release process, both in development and in the live environment.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
SocialOptic operates a distributed patch management and monitoring system. All operating system patches and enhancements are automatically applied to production systems, with an automated rollback where required. This ensures that updates are applied in a regular, timely manner, with the minimum impact to service. SociaIOptic operates regular scans for vulnerabilities and malware, together with log auditing. SocialOptic subscribes to the relevant advisory feeds for OS and major software components and monitors emerging threats through engagement with vendors, CERTS, specialist groups and community partners.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
SocialOptic's protective monitoring process logs all user session activity, backup status and suspicious device boundary activity. Logs are collected, analysed for potential compromises or inappropriate use, and archived. Where incidents are identified, the Incident Management Process is followed, and remedial action taken, if required.
Incident management type
Supplier-defined controls
Incident management approach
SocialOptic has a defined Incident Management Process. This includes Incident identification, Incident logging, Incident categorisation, Incident prioritisation, Initial diagnosis and Escalation. It is a closed loop process including resolution and communication throughout the lifecycle of the incident. Global incidents are reported via the status page & public feeds, while individual user incidents are communicated via the user's preferred communications channel.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks


£19.66 per user per month
Discount for educational organisations
Free trial available
Description of free trial
Single survey, limited to 14 days.
Link to free trial

Service documents

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