Employee Experience and Leadership Development

Employee Communities to drive innovation, provide feedback & share best practice.
Linkage analysis -employee and customer feedback.
New approaches to measuring engagement.
Transforming annual performance to continuous feedback.
Supporting internal communication with dialogue focused platforms -Blogs, Forums Quick Polls, News feeds and Innovation Communities.
Employee research consultancy.
Full service provision.


  • ICHOM Accreditation
  • Responsive layout for access from any device
  • Advanced and comprehensive questionnaire editor
  • Integrated reporting tool for easy data analysis
  • Guaranteed data security
  • Segmentation of staff data
  • Support for multi - media and dynamic content
  • Pre - defined survey content
  • Includes all NHS staff surveys


  • Access surveys from any device
  • Segment staff to allow targeted surveys
  • Collect and measure in a structured way
  • Get deeper understanding of staff
  • Get immediate analysis of all survey questions
  • Increase response rates through a more engaging survey experience
  • Hot alerts and NPS scores
  • Integrate with external data for better analysis & insight
  • Look at more than engagement to understand your staff


£5,000 to £50,000 a unit

Service documents

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G-Cloud 12

Service ID

5 1 9 5 9 0 7 1 8 9 1 7 5 4 4


QuestBack Alex Wilke
Telephone: 07738469102

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
Software usage is subject to license grant. Proposed licence grant covers feedback given by employees of the customer organisation. Extensions for customers/patients/suppliers are available.
System requirements
  • Stable internet connection
  • Current internet browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
24 hours during working days
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Initial workshop to plan roll-out according to priorities and requirements.
Liasing with technical counterparts to ensure smooth email delivery and to upload / maintain accurate participant lists where required.
A Questback project manager will lead an internal technical implementation team to provide set up and design services.
Support available to third parties

Onboarding and offboarding

Getting started
Onsite training, online training and comprehensive user documentations ar available. Built-in best practice examples can be used out of the box.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Via available export functions.
End-of-contract process
Data is securely deleted according to ISO27001 standards.

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
Layouts are responsive to screen size of connecting devices. Some elements use a different layout on smaller devices to maximize usability.
Service interface
What users can and can't do using the API
Invite respondents to surveys, and get information about surveys and results.
Transfer data to third party systems.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Survey questions, layouts and reports can be customised by trained employees of customers.


Independence of resources
Scalable hosting infrastructure, load balancers, providing additional capacity during peak times.


Service usage metrics
Metrics types
We provide detailed user information, activity counts, user logs, no of invitations sent, response rates, analysis of collected data.
Reporting types
  • Real-time dashboards
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
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 CSA CCM v3.0
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
Via built-in and documented export functionality. Exports to various formats are supported, Excel, csv, SPSS, and many more.
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
Standard contract - if there is a liability claim, the cap is a years license fee.
Approach to resilience
Available on request . ISO27001 certified.
Outage reporting
Email alerts to core users

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
We restrict access through user profiles and permissions through the Questback's User Account Control.
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 have access to real-time audit information
How long user audit data is stored for
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Datenschutz cert GmbH / Federal Office for Information Security Germany
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Please note that the following IS INCLUDED:
A.5. Information security policies
A.6. Organization of information security
A.7. Human resource security
A.8. Asset management
A.9. Access control
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
Questback normal practice is not to hold financial information in our system though we are covered. If this is a requirement Questback will take each request on a case by case basis and therefore what is covered and what is not will be specific to each installation.
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
We have a comprehensive employee handbook for all employees covering all aspects enforced behaviours - from data handling to anti-bribery rules. IT staff follow strict operational procedures developed specifically by our IT Security Governance team. (available on request)

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change request management is related to the following procedures:
1. RFC Input through support
2. Review and approval of the RFC by Requirement Analyst (formal check, valid request?)
Clustering & Categorization
4. Stage-Gate Process
4a: If RFC passes necessary gates: Realization and communication 4b: If RFC is rejected in a gate: Communication
After clustering and categorization of requests the change request process is part of the Stage-Gate Process by which all future increments of the platform (features and functions or new products and architectural changes) are agreed.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Questback carries out annual penetration test, the results of which are made available to customers on request. In addition to this, our customers regularly request their own tests and this includes government, financial services, professional services and other highly regulated services. Any security issues that are identified are rapidly rolled out to our customer installations by our technical support team.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Vulnerability scans with OpenVAS are performed for each server every month. Intrusion Detection Systems (IDS) monitor network or system activities for malicious activities or policy violations and produces electronic reports to a management station. In addition, for attacking IP’s, a process is triggered to 'shun' these IP’s over a period of time (at least 24 hours). Automated eMail notifications are sent to inform all responsible stakeholders.
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
Questback uses the support process to manage incident reporting and common events. Questback follow relevant ITIL processes for incident management. In order to keep track of changes, risks and deadlines, there is a defined annual cycle for the IT service and the IT security management which is 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


£5,000 to £50,000 a unit
Discount for educational organisations
Free trial available
Description of free trial
Weekly pulse surveys / 3 months / some functionality is restricted
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.