SurveySparrow Inc.

SurveySparrow Inc.

SurveySparrow is an end-to-end experience management platform that bundles Customer Experience and Employee Experience tools such as NPS, Offline, Chat, Classic, and 360° Surveys which are mobile-first, highly engaging, and user-friendly. The conversational UI lets your surveys deliver a chat-like experience and increases survey completion rates by 40%.

Features

  • Chat surveys
  • Offline surveys
  • NPS surveys
  • 360° assessments
  • Multitude of Question types
  • Sub Accounts
  • White labeling
  • IP Restriction
  • Reporting module
  • Workflows

Benefits

  • Switch from static to dynamic conversations and increase engagement.
  • Collect feedback from the remotest of locations, internet-free.
  • Measure customer loyalty with just a single question.
  • Evaluate employee performance and view auto-generated, personalized reports.
  • Gather varieties of data from respondents and enrich data quality.
  • Manage surveys independently under one parent account.
  • Customize every element of your survey for personalization.
  • Restrict account access to only trusted locations and networks.
  • Create insightful reports with highly advanced filters and graphical representations.
  • Automate recurring tasks and increase action efficiency.

Pricing

£15.05 a user a month

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 support@surveysparrow.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 7 9 0 5 8 3 0 6 4 9 2 1 6 2

Contact

SurveySparrow Inc. Vipin Thomas
Telephone: +1 (800) 481-0410
Email: support@surveysparrow.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
You can integrate SurveySparrow with the following software to automate your workflows:
Salesforce,
HubSpot,
MailChimp,
Slack,
Rybbon,
Stripe,
Intercom,
WordPress,
Zapier,
Google Analytics,
Facebook Pixel,
Google Sheets,
AWeber,
Microsoft Teams
Cloud deployment model
Private cloud
Service constraints
Our application is hosted on the cloud by Amazon Web Services(AWS - cloud service provider).
System requirements
  • We're a web-based application that requires internet.
  • Requires modern browsers.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our Uptime is 99.9% and our Support response SLA is a maximum of 1 hour on weekdays and 4-6 hours on weekends.
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
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We use Intercom to provide support to our customers via chat. For information regarding the security standards followed by Intercom, please visit https://www.intercom.com/legal/security-policy
Onsite support
Yes, at extra cost
Support levels
Our Customer Success Team is available 24*5 via Email, Phone & Chat. Our Uptime is 99.9% and our Support response SLA is a maximum of 1 hour on weekdays and 4-6 hours on weekends.

We provide a dedicated Customer Success Manager to customers based on our Elite plan and for the other plans, we provide pooled support.

We also have a CART(Customer Active Response Team) in place to handle any customer issues.
Support available to third parties
No

Onboarding and offboarding

Getting started
Once a customer has created an account on SurveySparrow, our dedicated Customer Success team will carry out an on-demand personalized and detailed walkthrough of the platform, teach & educate them about the best survey practices, and provide consultation as per demand. Additionally, we also provide on-demand mentoring and walkthroughs of new features & enhancements based on customer requests.

Customers can also access the online user documentation for guidance.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Upon termination or expiry of your account, we will delete all personal data including any copies thereof. In case, we are unable to delete your personal data due to technical or other reasons, SurveySparrow Inc. will apply measures to ensure that your personal data is blocked from any further processing. This excludes the data that we are required to retain for audit purposes, even after the deletion of your account.

For more information, please refer to our Privacy policy at https://surveysparrow.com/legal/privacy-policy/
End-of-contract process
Users can notify us if they no longer wish to use our services or they can delete their accounts.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Our platform provides surveys that can cater to any mobile device(phones, tablets, PCs), offering consistent performance across all. The end-user interface is optimized for all mobile devices but the form-builder is available only on our web application.
Service interface
Yes
Description of service interface
Our platform's service interface is conversational and mobile-optimized for all devices and provides an engaging experience to survey respondents, therefore leading to a significant increase in survey response rates.
Accessibility standards
None or don’t know
Description of accessibility
Our service is accessible as an online application on the web. Users can create an account and craft highly engaging, mobile-first surveys and distribute them via a multitude of sharing channels. They can integrate with multiple software to automate tasks. Once survey responses are collected, users can view and analyze them in our product. They can create insightful reports using highly advanced filters, share reports via URL, and export responses to PDF, CSV, Excel, and SPSS.
Accessibility testing
We make use of tools such as HeatMaps and A/B testing to understand how users interact with the system and improve it accordingly.
API
Yes
What users can and can't do using the API
Users can use our API to share surveys, create contacts, set up webhooks to integrate with third-party applications, view survey responses, and create NPS surveys.

Limitations are that users cannot fill out a survey via the API.

Our API is available on our website at https://surveysparrow.com/developer/
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Users can edit existing survey themes or create their own and use Custom CSS to customize all aspects of their surveys.

Users can use the Custom Domain to configure the survey URL into a custom domain that reflects their brand. For example, acme.surveysparrow.com can be configured as feedback.acme.com.

Users can secure their custom domain URL with https using Custom SSL.

Custom Email Addresses allow users to use their organization's domain when sending out surveys to their customers.

With the above features, users can set their brand tone across all their surveys and offer a more personalized experience to survey respondents.

Scaling

Independence of resources
We guarantee this with multiple factors:

- By Data Segregation: We have a multi-tenant database that has logical segregation of user data. We make sure that every account's data is isolated from other accounts.

- By Load: We make sure that there is no single point of failure across all the services we provide. We have ensured that there are enough servers to serve the customer's request.

Analytics

Service usage metrics
Yes
Metrics types
Number of surveys created, number of responses, number of respondents, number of partial survey responses, number of completed survey responses, completion rate, average time to complete.

In reports, for each question: number of respondents who have answered the question, number of respondents who have skipped the question.

We also provide email share metrics such as: Number of emails sent, number of emails opened, number of survey link clicks, number of total reminders sent, email open rate, email click-through rate.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Data at rest is encrypted using AES 256 bit standards (key strength - 1024), with the keys managed by AWS Key Management Service.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Users can export their survey data by downloading their survey reports and responses in PDF, Excel, CSV, and SPSS formats from our platform.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
  • SPSS
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
Our uptime is 99.9% and our Support team is available 24*5 via Email, Chat, and Phone.
Approach to resilience
SurveySparrow is hosted on Amazon Web Services(AWS) with security and data backup & recovery managed by Amazon.
Outage reporting
For any service outages, we will notify customers through email as well as Intercom chat as soon as possible. We also have a public dashboard available at status.surveysparrow.com

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
We restrict access in management interfaces and support channels using 2-factor authentication and Username or password controls which are accessible only to authorized personnel.
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
No audit information available
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
No
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
No
Security governance approach
We are compliant with GDPR, which confirms upon the data privacy, security & transparency commitment that we offer to all our customers. For more information, please refer to our GDPR Commitment at https://surveysparrow.com/legal/gdpr/

We have an up-to-date Data Processing Agreement in place that elucidates our approach towards GDPR. We acknowledge that the GDPR will help us adopt the highest operational standards and will thereby facilitate to protect customer data in the best way possible. Our Data Processing Agreement is available on our website at https://surveysparrow.com/legal/dpa/
Information security policies and processes
We have an Information Security policy in place that follows a clear approach to manage Information Security. It includes policies for Data Disposal, Access Management, Passwords, and Encryption. Our Data Processor has appointed a Security Officer responsible for coordinating and monitoring the security rules and procedures. All policies and procedures are approved by management before implementation.

Each employee is provided with extensive training about the information security policies of the company and is required to sign that they have read and understood the company's security-related policies.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have a Change Management Policy in place, where all changes to information processing facilities and systems are controlled. Changes to the application, web content, infrastructure, and deployment processes are documented as part of an internal change control process. The security review makes it mandatory that each version should be compliant with the company's internal ISMS policies.

We also maintain a database of all information systems used by employees for development purposes in an internal service desk, aided by automated probing software that helps in tracking changes to these systems and their configurations.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
SurveySparrow's office network where updates are developed, deployed, monitored, and managed is secured by antivirus software and industry-grade firewalls, to provide active alerts in the event of a threat or incident and to protect internal information systems from intrusion. Firewall logs are stored and reviewed at regular intervals. Access to the production environment is via SSH and remote access is possible only through the office network. Audit logs are generated for each remote user session and reviewed. Also, access to production systems is always through a multi-factor authentication mechanism. Security patches are deployed and updated on a regular basis.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The application is primarily protected by AWS's firewall which is equipped to counter regular DDoS attacks and other network-related intrusions. The second layer of protection is SurveySparrow's own application firewall which monitors against offending IPs, users, and spam. While the application is accessible only to valid users, kindly note that the security of the application is a shared responsibility between the company and the businesses that own those accounts.

We have a dedicated CART(Customer Active Response Team) in place to handle any customer issues. Users can report incidents by reaching out to our Security team via privacy@surveysparrow.com
Incident management type
Supplier-defined controls
Incident management approach
If an incident or security breach takes place, we have an Incident Management process in place to handle it. We have a dedicated CART(Customer Active Response Team) in place to handle any customer issues.

Users can report incidents by reaching out to our Security team via privacy@surveysparrow.com

Secure development

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£15.05 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We provide a 14-day free Enterprise trial which includes:

-Up to 100 survey responses
-Classic Surveys
-Chat Surveys/Bots
-Unlimited Question Types
-Skip & Display Logic
-Quizzes
-NPS Survey & Workflow
-Offline App
Link to free trial
http://surveysparrow.com/signup/

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 support@surveysparrow.com. Tell them what format you need. It will help if you say what assistive technology you use.