Capricorn Ventis Ltd.

Qualtrics

Capventis partners with leading insight platform provider Qualtrics, which specialises in Customer Experience, Market Research and Employee Insight modules. It is a web based survey tool which allows users to collect data online to assess customer satisfaction, undertake market research, conduct employee evaluation and provide channels for customer website feedback.

Features

  • Customer Satisfaction Survey Applications
  • Employee Engagement Tool
  • Employee Exit Survey
  • Market Research tool
  • Net Promoter Score (NPS)
  • CRM integration
  • Website Feedback
  • Voice of the customer (VOC)
  • Tools for basic and advanced users and surveys
  • Online Support

Benefits

  • Easy to Use
  • Flexible
  • Better Decision Making
  • Ability to capture customer, employee and market insights
  • Allows for data driven decision making process
  • Businesses able to respond to customer needs
  • Ability to analyses trends in the market place
  • Analysis Customer Experience through the customer journey process

Pricing

£5,000 a licence a year

  • Education pricing available
  • Free trial available

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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 0 9 6 4 2 6 7 1 8 5 7 9 4 3

Contact

Capricorn Ventis Ltd. Brian O'Flynn
Telephone: +44 845 313 8696
Email: brian.oflynn@capventis.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Qualtrics is a hosted solution only and is not available for on premises. Therefore, Qualtrics requires a high speed internet connection to all user to access the software.
System requirements
  • High Speed internet connection
  • Standard Browser

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Typically and the initial response is given within an hour.
Support times 9:00hrs to 17:00hrs, Monday to Friday (BST)
Weekend support can be provided by special request
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Capventis provides an organisation with a standard support level agreements which are delivered on a flat fee structure basis. The support levels escalation procedure process is as follows with the first response is with level one, the Technical Administrator who reports directly to level two support the Technical Account Manager who works together to resolve the technical issue. The next level of support is to the Digital Solutions Manager has solid knowledge of the cloud support solution. At Capventis, the protocol if the issue remains unsolved it is escalated to member of the senior management team (i.e. Operations Director or Managing Director).
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Capventis provided customers with the following on-boarding including implementation, training and bespoke consultancy.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
The data can be extracted to .csv & xml files
End-of-contract process
There is no additional cost at the end of the contract. The entitlement to use the software ends.

Using the service

Web browser interface
Yes
Supported browsers
  • 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
The service has been designed to work on Mobile Devices. As the screens are responsive the layouts will automatically change to fit Mobile and Table devices
Service interface
No
API
Yes
What users can and can't do using the API
Qualtrics provides a standard REST API, through which services may access any core functions.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The service tool allows a user to build customised surveys, associated workflows and data analytics. Via the Qualtrics API or Capventis Glu customisations support enhanced response processing including sentiment analysis

Scaling

Independence of resources
Qualtrics ensures the performance and resilience levels remain within normal limits by employing rate limiters for all tenants

Analytics

Service usage metrics
Yes
Metrics types
Qualtrics Systems administrators have access to some usage metrics
Reporting types
Regular reports

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Qualtrics

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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 export approach
A user can export their data by using the Qualtrics API.
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
XML

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)

Availability and resilience

Guaranteed availability
Qualtrics Solution
Approach to resilience
Please refer to Service Description Document
Outage reporting
Email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Access restriction depends on client requirements but can include a range of authentication and control mechanisms as needed.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • 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
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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
No
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
Yes
Security governance certified
No
Security governance approach
Capventis work on client site and adhere to all client security requirements and standards.
Information security policies and processes
Capventis follow client standards and adheres to ISO27001/2

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
At Capventis we implement a formal blueprint process and pre-agree a statement of work. Development cycles including functional and non-functional testing in a dedicated test environment. Once approved via Internal QA Process, we release for user acceptance testing and then schedule risk-managed promotion to the live environment.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We regularly patch systems and actively maintain/enforce security policies and procedures. Within the procedures, we include client-specific security requirements along with current industry best practice. Internal assessments involve all relevant parties, including clients. We assess in accordance with both industry standards and relevant project requirements. We employ active monitoring processes to highlight issues as soon as they occur. Additionally, we employ network hardware and software to protect our systems. We gather information about potential threats from our suppliers, antivirus companies, clients, trusted technical media, telecommunications providers, and internal resources.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We identify potential compromises in several different ways, some dependent on available services within client or supplier environments. Manual checks and software monitors and alerts us to potential network attacks and/or breaches. We raise issues with senior management and instigate detailed investigations and associated threat assessments immediately. If necessary, we quarantine the machines and network segment(s) affected and/or close down compromised devices. We can then address the issue within a quarantined environment before determining how to restore services and resolve matters arising. We also employ third parties to test services, and support clients in testing or monitoring for incidents.
Incident management type
Supplier-defined controls
Incident management approach
We use a ticketing service within our CRM system where clients can raise, respond to, and track incidents. We also provide ‘front-desk’ support calls, where clients can call and raise issues via telephone. For common events, we provide a client Wiki and for more complex client environments, full troubleshooting guides and supporting documentation. We flow-chart common issues to ease resolution, and review processes regularly to resolve/remove regularly occurring or more common issues.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£5,000 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Full functionality for three months

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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.