Snap Surveys Ltd

Snap Surveys Enterprise 'Friends and Family Test' Edition

Ready-to-run, fully branded FFT questionnaire will capture instant feedback from kiosks, paper, postcards, smartphones, tablets and websites.

Smart Reporting technology with pre-built reports.

Reports can be accessed from anywhere, and results shared easily with colleagues as well as giving you all the data you need to submit to NHS England.

Features

  • Multi channel survey deployment via web, paper and mobile
  • Multi language surveys can offer respondents a choice of language
  • Fully branded FFT survey including a Smart Report
  • UK Based hosting with ISO 27001 certified data security
  • In survey calculations to populate/affect later questions
  • Data export – SPSS, .csv, .tsv, .xlsx
  • Two days on-site training day for up to eight people/day
  • Graphical analysis and reporting tools to fuel a deeper understanding
  • Branded survey template and custom question library for other surveys
  • Scanning module automates data collection from paper surveys

Benefits

  • Engage participants with visual and interactive questions
  • Create enjoyable surveys with dynamic content (not just for FFT)
  • Share live reports with anyone and control what they see
  • Share Snap with everyone in your organisation
  • Paper questionnaire capability for those hard to reach demographics
  • Enjoy uninterrupted interviewing offline on smartphones, tablets and kiosks
  • Access to expert help desk phone support
  • 200,000 replies on our servers, unlimited replies on your own.
  • Replace cumbersome Excel based data collection with dynamic tools
  • Access to our expert research consultancy and graphic design teams

Pricing

£21595 per licence per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Snap Surveys Ltd

Marianne Witts

020 7747 8900

info@snapsurveys.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints Up to 65,000 questions / variables per survey. Up to 2,000 answer codes per question. Up to 10,000 characters per literal response. Up to 1,000 characters for questions and code labels. Up to 100,000 respondents per survey. Table size up to 2,000 rows by 2,000 columns. Up to 1,000 concurrent interviews per survey. Up to 1,500 concurrent interviews per account.
System requirements
  • JavaScript enabled browser: Chrome, Firefox, Internet Explorer 7 or later
  • Desktop App: Windows 7 or later, 250Mb of available space

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Helpdesk hours are 9 to 5 Monday to Thursday and 9 to 4.30 on Fridays. Our helpdesk aims to respond to enquiries within 2 hours and deal with all contacts within 1 business day
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 No
Onsite support Yes, at extra cost
Support levels Helpdesk hours are 9 to 5 Monday to Thursday and 9 to 4.30 on Fridays. We accept enquiries by phone and email and our helpdesk aims to respond within 2 hours and deal with all contacts within 1 business day. We have an internal escalation process if required which ultimately leads back to our software development department. Helpdesk support is included in the contract price. Consultancy and other services are available as shown on the pricing document.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Enterprise customers have the option of on-site training for up to 8 users. Snap also offer public courses at our Thornbury and London offices and online coaching sessions for Snap users.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data is synchronised between the cloud service and the desktop installation. At the end of the contract data on the desktop can be stored in multiple formats accessible by alternative applications.

Data can be exported from Snap at any time using the 'download data' function. response data and metadata can be exported (and imported) in a variety of formats. Exported data can then be transferred to an alternative service, transferred to another application or used for local backup's if required.
End-of-contract process At the end of the contract the cloud service ceases and the user would download their data in a format of their choosing. There are no additional decommissioning costs unless a user requires additional consultancy to download data or temporarily store data before download.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • 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
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service will primarily be accessed and used through the desktop and a browser. The main advantage of interviewing / survey completion on mobile devices is that if an internet connection is lost the mobile device will continue to gather data and will synchronise with the server once a connection is regained.
Service interface Yes
Description of service interface Snap software includes many ways of getting survey data and metadata in and out of the system. Many are file based including the ability to import/export whole surveys in the form of Triple-S and SPSS .sav files, and survey data in CSV and TSV files.
Accessibility standards None or don’t know
Description of accessibility Questionnaires can be designed to be compatible with accessibility standards as required, but this is not enforced within the software.
Accessibility testing We have and will work with customers to help them create accessible questionnaires including display considerations and screen reader technology.
API Yes
What users can and can't do using the API Snap software includes many ways of getting survey data and metadata in and out of the system. Many are file based including the ability to import/export whole surveys in the form of Triple-S and SPSS .sav files, and survey data in CSV and TSV files.
The Snap API is also provided to allow users to incorporate Snap WebHost functionality directly in their own application using a web service API. In particular, the Snap API allows users to upload new surveys to Snap WebHost, or update existing surveys, to control and manage surveys loaded into Snap WebHost no matter how they were uploaded and get live response data and notifications.
You can use the ISnapUpload interface to upload surveys to Snap WebHost, use the ISnapRemote interface to communicate with and control an uploaded survey, or write your own interface to handle current responses and specify its address using the setNotification method and the SnapNotification Windows service.
API documentation Yes
API documentation formats Other
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources Server load is carefully monitored and managed to minimise the impact of demand from other users. Concurrent interview restrictions are in place by survey and account - see service constraints. If fully independent resources are required we also offer the same package installed on customers own servers so the customer can control capacity and load.

If an unusually high volume of responses is expected for a short intense period, a custom hosting option is available to load balance the responses across multiple servers.

Analytics

Analytics
Service usage metrics Yes
Metrics types Monthly number of survey responses
Reporting types
  • Real-time dashboards
  • 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 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 Another external penetration testing organisation
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach Survey response data and metadata can be exported (and imported) in a variety of formats. Exported data can then be transferred to an alternative service, transferred to another application or used for local backup's if required.
Data export formats
  • CSV
  • Other
Other data export formats
  • TSV
  • Snif (Snap's own interchange format)
  • Triple-S (standard for transferring data between survey systems)
  • SPSS (.sav)
  • TXT
Data import formats
  • CSV
  • Other
Other data import formats
  • Triple-S
  • TSV
  • SPSS

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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Our server availability for the 12 months to end April 2019 is 99.9%
Approach to resilience UKFast data centres operate at Tier 3 standards for uptime and availability. They use concurrently maintainable systems including UPS, standby diesel generators and high density infrastructures in excess of 15kW per rack.
Outage reporting Service notices are sent within the hosted service, posted on our website, and can be set up as an RSS Feed.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels User names and passwords
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • 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 Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Marketing Quality Assurance Ltd
ISO/IEC 27001 accreditation date Certified 10/07/2007; latest audit 15/10/2018
What the ISO/IEC 27001 doesn’t cover All controls are in use and all business areas and locations are in scope.
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Our information security management system is designed around ISO/IEC 27001:2013 and drives everything we do as an organisation. All activities, services and locations are in scope. We have a full rolling programme of internal audits and are externally audited annually.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach We have a mature configuration and change management process in place under ISO 27001. Annex A, controls 12.1.2, 14.2.5, 14.2.6 and 14.2.8 apply and are in place.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We have a mature vulnerability management process in place under ISO 27001. Annex A, section 12.6, controls 12.6.1 and 12.6.2 apply and are in place.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Snap Surveys’ systems are constantly monitored by Snap Surveys’ staff and our security team is on call to respond to alerts.

Data centre facilities are constantly monitored by hosting provider staff with immediate escalation for any downtime.

Snap Surveys maintains a publicly available system status webpage which includes system availability details, scheduled maintenance and an incident history.

Snap Surveys has in place incident management, business continuity and disaster recovery plans. These are all maintained, tested and reviewed on a regular basis.

In the unlikely event of a data security event, this will be communicated in accordance with those plans.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Snap Surveys has in place incident management, business continuity and disaster recovery plans. These are all maintained, tested and reviewed on a regular basis.

In the unlikely event of a data security event that affects customers, this will be communicated in accordance with those plans.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £21595 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial A restricted version of the desktop software without customisation and a 30 day free trial of the online account.

Service documents

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