QMATIC

Feedback Surveys Management System

Qmatic Orchestra provides feedback tools to link real customer service experiences with the feedback provided and delivers reporting that gives meaningful rather than generic insights and allows you to hear the voice of the customer in the context of the service journey they experienced.

Features

  • Possibility to create feedback surveys with one to seven questions
  • Questions with four or five smileys to capture emotions
  • NPS
  • Free text question (max one per survey)
  • Multiple choice selection question
  • Link sent to survey in a text message or email
  • Feedback and Customer journey data joined to see full view

Benefits

  • Better understand your customers.
  • Review business changes with real data
  • Ensure customer experience levels are high

Pricing

£321 a unit

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 GOV.Digitalmarketplace@qmatic.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 9 3 2 9 9 2 5 0 4 0 4 0 5 2

Contact

QMATIC G-Cloud Sales Team
Telephone: 01234 757110
Email: GOV.Digitalmarketplace@qmatic.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
None
System requirements
  • System requires user to have an internet connection.
  • User needs to have a supported browser.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Mon-Fri Only between 09:00-17:30 . We aim for response times within 4 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
No
Onsite support
Yes, at extra cost
Support levels
CARE support is provided and the cost is bundled into the overall subscription charge. Full details in terms and conditions.

An account manager is provided as part of the service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Each Project has differing needs depending on the client but here are some of the common steps needed for a project:- Kick Off, Site Survey(s), Configuration Event, Software Configuration, Training, UAT, Hardware install, End To End Testing, Go Live and Handover to BAU.

Training can be provided onsite or virtually and user documentation is available via the UI itself and also separately.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
As part of the off boarding process you will be asked if you want your data. If required we will send that to you using a secure method.
End-of-contract process
At the end of the contract, your data can be provided and we will switch off and discard any data on your instance securely. At the end of the contract you will also receive a certificate to confirm we no longer hold any of your data. Further details in our terms and conditions.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Certain UI's are designed for customers to use on Smart phone browsers. These are built to work well on phone size resolutions. All other UI's are built for use on PC's or Tablet size browsers.
Service interface
Yes
Description of service interface
Each client gets access to their own instance which they access via a URL. Users login to the system and have access to various modules dependent on their access rights and license. Our main modules aim for WCAG 2.1 AAA compliance.
Accessibility standards
None or don’t know
Description of accessibility
Our main modules aim for WCAG 2.1 AAA compliance.
Accessibility testing
We use a 3rd party to help guide us in this area. We use their feedback to guide our UI development.
API
Yes
What users can and can't do using the API
Our API allows nearly all functions to be completed with the exception of BI which is not accessible via the API. Our SDK details how to use the API's and we normally add a couple of consultancy days in to a project so we can assist in getting you up and running with the API's smoothly.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Our solution is inherently built to be customised to each clients needs. This does not relate to UI's however any customer facing touch points are fully configurable so you can brand them etc. The customer facing touch points can be customised by yourself or by QMATIC.

Scaling

Independence of resources
Private Cloud is used to ensure this is not an issue.

Analytics

Service usage metrics
Yes
Metrics types
Service Metrics are through our BI module.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

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)
User control over data storage and processing locations
No
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
Other
Other data at rest protection approach
QMATIC use AWS and utilise their capabilities to protect data at rest including encryption using 256-bit Advanced Encryption Standard (AES).
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 export approach
Users can export data on Customer Records.
Data export formats
CSV
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
Agreed Availability for the Service measured per calendar month is: 99,0 %.
Approach to resilience
Available on request.
Outage reporting
Any service outage is reported via email.

Identity and authentication

User authentication needed
Yes
User authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels
Our solution is restricted to only be accessible from the customers network by whitelisting the Cloud instance.
Access restriction testing frequency
At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Username or password

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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Intertek
ISO/IEC 27001 accreditation date
30/08/2018
What the ISO/IEC 27001 doesn’t cover
I can only answer what it DOES cover as listed on the certificate which is:-

Development, manufacturing, marketing, sales, support and service of
systems for queue management and customer journey technology and
insight, in accordance with the Statement of applicability version 1.
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
No
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
QMATIC INFORMATION SECURITY
Qmatic has established an information security management framework describing the purpose, direction, principles, and basic rules for how we maintain trust. This is accomplished by assessing risks and continually improving the security, confidentiality, integrity, and availability of the Qmatic systems. We regularly review and update security policies, provide security training, perform application and network security testing (including penetration testing), monitor compliance with security policies, and conduct internal and external risk assessments. Full details on request in "Orchestra 7.0 Security Whitepaper 2.1"

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Superusers are able to make configuration changes themselves so they need to use good change management processes. Any changes requested through our support team are vetted and any risks to operation or security are raised before the change is completed. Any change is completed at an agreed date and time with appropriate roll back precautions put in place beforehand.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Regular penetration testing is completed by ourselves and our clients globally. The results of these are assessed and patches or workarounds are provided within the next release where applicable.
Protective monitoring type
Undisclosed
Protective monitoring approach
We have monitoring to see if an instance is down, this emails support and they will investigate as a P1 incident.
Incident management type
Undisclosed
Incident management approach
The user raises a support issue via email/phone. Issue triaged/solved or passed to 2nd line if necessary. Account manager able to see support issues for annual reviews etc.

Incident/Issue details are visible via support portal by user so no specific incident report.

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
No

Pricing

Price
£321 a unit
Discount for educational organisations
No
Free trial available
No

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 GOV.Digitalmarketplace@qmatic.com. Tell them what format you need. It will help if you say what assistive technology you use.