NHS Staff Community

The Questback EFS Employee platform is specifically designed to measure employee engagement metrics and associated areas. The platform includes pre-defined survey questions but it is easy to create custom questionnaires – even with adaptive (mobile friendly) layouts.


  • Responsive layout for access from any device
  • Advanced and comprehensive questionnaire editor
  • Integrated reporting tool for easy data analysis
  • Guaranteed data security
  • Integration to ESR
  • Segmentation of staff data
  • Support for multi-media and dynamic content
  • Pre-defined survey content
  • Targeted communication and alerts to staff
  • Forums & discussion boards


  • Access surveys from any device
  • Segment staff to allow targeted surveys
  • Collect and measure in a structured way
  • Get deeper understanding of employees
  • Get immediate analysis of all survey questions
  • Increase response rates through a more engaging survey experience
  • Increase understanding of employee journey
  • Improve retention, reduce absence
  • Support sharing of best practice,
  • Improve ideation


£5000 to £50000 per unit per year

  • Education pricing available

Service documents

G-Cloud 9



Marcus Evans

0207 403 3900

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No. Our service is available online from a secure data centre and has been at least 99.95% available for the last four years.
System requirements
  • Administrator access via any modern browser
  • For admin: Recommend a minimum screen resolution of 1024x768
  • For admin: JavaScript should be enabled
  • For admin: The admin area cookie must be accepted.
  • For end users: a standard internet browser is required.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Regular Client support is available from Questback support between the hours 9:30 a.m. and 6:00 p.m GMT/BST Monday to Friday, excluding statutory holidays and bank holidays. Support queries will be accepted by email to or by telephone.
Response times vary depending on the severity of the incident. Our SLAs are:
1. Critical - within 30 minutes
2. Major - within 3 hours
3. Medium - within 6 hours
Support is available outside working hours at additional cost. This is on a case by case basis.
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 No
Support levels Questback support services cover the Questback hosting environment used for the provision of the Questback solution,
including the hardware (servers, firewalls, routers, load balancers, databases and network), and software (server operating system
and the licensed application software modules).
There is a standard level of support for all businesses.
A customer success manager will be provided if requested at an additional cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Questback provides an initial workshop to confirm the scope. We then provide onsite or online training (depending on whether the business wishes to minimise travel costs) and full documentation for our solution.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Users are able to extract data in a wide range of formats for any survey that they carry out on the platform. Other data extracts are available on request.
End-of-contract process Clients have the opportunity to export all data within the period of the contract. Once formal notification has been received of termination and the contract has been completed the formal process to securely remove data (media, hard drives etc) would be triggered.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • 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 End users will access the same service regardless of device. Our surveys and content are mobile responsive.
Administration users will need to use a desktop to access administration features.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing We regularly test the features of our solution to ensure compliance with standards. As a global solution we focus on mobile responsiveness rather than a single usability standard, though we test with a range of technologies - for example JAWS screen reader.
Customisation available Yes
Description of customisation The end user interface can be configured.
It can be embedded into other websites/intranets.
Single-Sign On.
Configuration can be done by the buyer's administration users.
Customisation is carried out by Questback Professional Services.


Independence of resources Questback provide a scalable cloud service. Each instance of the solution has its own database and is horizontally and vertically scalable.

This allows us to support major enterprises with more than 20 million completed surveys every year.


Service usage metrics Yes
Metrics types As part of our customer success programme we deliver service usage metrics in an agreed timeframe.
Reporting types Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 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 Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach By selecting the area of feedback that they are interested in (a specific survey for example) and either requesting an export from the Questback support desk in a relevant format or by asking an internal admin user to generate the relevant export, which is a simple task.
Data export formats
  • CSV
  • Other
Other data export formats XLS
Data import formats
  • CSV
  • Other
Other data import formats XLS

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 We guarantee 99.95% availability
Approach to resilience All physical components are redundant including internet access, network components and storage. The hosting system is based on VMware cluster and IBM SVC storage cluster technology. Our hosting environment has been certified to ISO 27001 and ISO/IEC 20000-1:2011.
Outage reporting Questback notify our customers of any outages using email alerts and other agreed communication methods on customer by customer basis.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication https
We can restrict access to our site by whitelisting of IP addresses
Access restrictions in management interfaces and support channels We restrict access through user profiles and permissions through the Questback UAC.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Username or password
  • Other

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Datenschutz cert GmbH
ISO/IEC 27001 accreditation date 01/03/2015
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
A.10. Cryptography
A.11. Physical and environmental security
A.12. Operations security
A.13. Communications security
A.14. System acquisition, development and maintenance
A.15. Supplier relationships
A.16. Information security incident management
A.17. Information security aspects of business continuity management
A.18. Compliance
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification TUV Sud
PCI DSS accreditation date 30/01/2017
What the PCI DSS doesn’t cover ??
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Questback have a detailed information security policy to ensure that our customer data is secure and it's associated procedures and processes are in place. A copy of this document can be provided on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The Questback solution's code is checked against OWASP guidelines as part of the code review process. We conduct regular reviews of our security features and data centre. We also carry out regular vulnerability assessments using OpenVAS.
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 our 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

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 £5000 to £50000 per unit per year
Discount for educational organisations Yes
Free trial available No


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Service definition document View uploaded document
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