SmartSurvey Limited

SmartSurvey Enterprise Plus Survey Tool

SmartSurvey is a UK-based, enterprise-level, online survey tool which can be used to create and collect data through Online Forms, Emails, SMS and QR codes for Customer Satisfaction Surveys, Employee Surveys, 360 Surveys, Market Research, Training Evaluation, Assessments, Audits, Tests and much more.


  • Online Survey Tool that's powerful, secure, and easy to use.
  • 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
  • Real-time Results, TextAnalysis, Charts, Filtering, Cross-Tabulation, Export (Excel + SPSS)
  • Multi-User accounts, Share Information, Set Permissions, Secure Sensitive Data
  • Options for Infosec documentation, Custom Development & Salesforce Integration
  • 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, Account Manager, and in-app tickets
  • Online, nothing to install and very easy to use


£1,500 a user a year

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 12

Service ID

3 7 6 9 8 1 2 9 6 6 9 8 2 0 3


SmartSurvey Limited Emma Stone
Telephone: 0800 0937 822

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
  • Internet connection
  • Modern web browsers

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
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
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

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
Documentation formats
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. 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

Web browser interface
Supported browsers
  • Internet Explorer 10
  • 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
All forms / surveys created within SmartSurvey will work on any device automatically.
Service interface
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
API documentation formats
API sandbox or test environment
Customisation available
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
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 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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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 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
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 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 data import formats
This is something we will manage for users, if required.

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
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

User authentication needed
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

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

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
The British Assessment Bureau
ISO/IEC 27001 accreditation date
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
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Other security certifications
Any other security certifications
Cyber Security Essentials Plus

Security governance

Named board-level person responsible for service security
Security governance certified
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

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

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


£1,500 a user a year
Discount for educational organisations
Free trial available
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

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.