SightMill Ltd

SightMill

Gathering, analyzing, acting on customer and employee feedback using the NPS (Net Promoter Score) survey framework. Supporting email, website, SMS, and event feedback surveys.

Features

  • NPS feedback surveys by Email
  • NPS feedback surveys by SMS text message
  • NPS feedback surveys on a website
  • NPS feedback surveys at events and training
  • eNPS for employee feedback surveys
  • Results shown in real-time
  • Workflow rules to alert teams
  • Segment results by region, product, customer group and more
  • Graphical trend analysis
  • Import/export data

Benefits

  • Quick, easy setup on email, SMS or on a website
  • Rules and workflow automation save time
  • Connect to existing systems to automate sending surveys
  • View survey results in real-time to action changes quickly
  • Mobile-responsive surveys and admin panels for flexibility
  • Add multiple users with different access levels to encourage use

Pricing

£25 to £699 per licence per month

Service documents

G-Cloud 11

607743931247302

SightMill Ltd

Simon Collin

07748653728

simon@sightmill.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No known constraints
System requirements Access via any web browser on any platform

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Weekdays within 4hours
Weekends with 8hours
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Text chat only between support staff and users
Web chat accessibility testing N/a
Onsite support Yes, at extra cost
Support levels Basic support for all user levels via online chat, email, telephone
Enterprise support available with a dedicated account manager and optional on-site setup
Enterprise setup available to integrate to existing platforms
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite training is available as an extra
Online help and step-by-step instructions and videos available to all users
Telephone and email support to help any user setup
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Export from the admin control panel
End-of-contract process Unless otherwise requested, we will delete your account and all settings. We can pause the account at no cost and retain the settings for up to six months with no charge but no new surveys can be sent during this time.

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 No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All functions available to users on mobile and desktop, layouts optimised for each platform

Specific surveys are available for SMS text message delivery (mobile)
API Yes
What users can and can't do using the API We support two APIs, both are included as part of any paid-for package:
1. webhooks API to send surveys or receive results
2. REST API to send surveys or receive results
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation All text of the surveys can be customised (eg to different languages)

All layouts for email surveys can be customised including font, images, layout

All CSS for website surveys can be customised

Scaling

Scaling
Independence of resources We have highly optimised servers at Rackspace that always support more capacity than 100x the demands of our biggest customer

Analytics

Analytics
Service usage metrics Yes
Metrics types Dashboard shows number of surveys sent and responded to in real-time
Reporting types Real-time dashboards

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 No
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Menu option within the admin control panel
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Access to the account dashboard and reports is 99.99% uptime with refund of fees for anytime when the service is not available.

Delivery of surveys to correct email addresses is 99.999%
Delivery of surveys to a website visitor is 99.999%
Approach to resilience Available on request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels User rights are setup by the account holder to allow for viewer-only users and admin users.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information No audit information available
Access to supplier activity audit information You control when users can access 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 Our servers are run and managed by Rackspace to ISO 27001 certification.
Information security policies and processes For data security, we review our policies on a quarterly basis to ensure that we are up to date with any proposed changes to legislation or local country/state compliance.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All software changes are tracked and recorded with full roll-back capability at any time.
Vulnerability management type Undisclosed
Vulnerability management approach For software vulnerability, we monitor security forums and developer forums as well as operating system releases to ensure that we deploy any changes and patches in a timely fashion. We deploy changes on a daily basis.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We employ a range of hardware and software monitoring that triggers email alerts to our sysadmin and developers
Incident management type Undisclosed
Incident management approach Users report incidents via email, via our IM chat service or our ticketing support portal.

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

Pricing

Pricing
Price £25 to £699 per licence per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial All features provided in a 14-day trial account (this can be extended if required)
Link to free trial https://sightmill.com/Free_Account

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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