Niffler is a set of proprietary tools that use Machine Learning for generating insights into patterns of user interactions with your website or mobile app. It automates UX analytics and provides predictive User Experience recommendations.


  • User Experience analytics
  • Shareable dynamic dashboard and real-time updates
  • Integration with the Google Analytics data
  • UI and UX improvement recommendations
  • Analysis of source data quality
  • Behavioural User Clustering
  • Navigational path analysis


  • Get advanced insights into user behaviour
  • Quickly generate recommendations on how to improve UI and UX
  • Get recommendations on design adjustments based on the interaction data
  • Understand what type of site visitors convert best
  • Easily visualise UX paths
  • Improved visitor conversion KPIs such as registrations and sign-ups
  • Know what elements of the user interface need improvement
  • Know whether your analytics tags are set up correctly


£0 per unit

Service documents


G-Cloud 11

Service ID

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



Svitlana Surodina


Service scope

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 Google Analytics
Cloud deployment model Public cloud
Service constraints No
System requirements
  • A browser
  • Internet connection
  • Access device (PC, laptop, tablet, mobile phone)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24 hours during normal business hours
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 Automated load testing, user acceptance testing
Onsite support Onsite support
Support levels We provide a technical account manager for each client. Support response time might be up to 24 hours.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On-boarding call, online training workshop, onsite training
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction It will be emailed upon request. Data can be extracted in CSV format.
End-of-contract process At the termination date, the service is terminated and all customer data is then removed from Niffler hosted platform.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service is designed to be responsive, so will provide the correct experience for the device being used.
Service interface Yes
Description of service interface Web application
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Tested with users that suffer colour blindness
Customisation available Yes
Description of customisation Niffler can be customised as a part of white-labelling approach, or expanded with extra bespoke functionality. Customisations may be added on a separate user request.


Independence of resources We use distributed scalable server infrastructure. We can provide multiple hosting options and have built in contingency to handle big amount of data which should be processed.


Service usage metrics Yes
Metrics types User and data usage metrics are available upon request.
Reporting types Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
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 In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
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 Report-ready visualisations and on-request exports
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • JSON
Data import formats Other
Other data import formats Raw data API integration with Google Analytics.

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99% service uptime is available for customised versions.
Approach to resilience Available on request.
Outage reporting Outages are reported through email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
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 OAuth 2.0
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • 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 certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach CEO is responsible for security risk control and decision making, regular risk assessment, sensitive data and client data policies.
Information security policies and processes Company-wide security monitoring, server checks, data protection policies, CTO monitors service usage reports.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We follow Lean Agile approach with continuous usage feedback. At the initial stages functionality is deployed on staging servers and gets tested for security vulnerabilities.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Monthly scheduled external and internal scans. Security officer oversees the configuration of the scanner and scheduling. Get security threat updates from software and hardware manufacturers. Security fixes are deployed as a top priority.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Hosting and account data environment is provided by Amazon, Inc and respectively is compliant to ISO 27001.
Incident management type Supplier-defined controls
Incident management approach Incident risk is assessed and prioritised. The audit is conducted on a monthly basis. Incidents are reported via a dedicated operational management platform. The collected information is stored and analysed.

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


Price £0 per unit
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Unlimited time, including tracking setup checkup, cross-platform performance comparison and user clustering.
Link to free trial

Service documents

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