Email Surveys
Everyone has a voice. Our multi-channel customer and engagement platform helps to engage and connect colleagues, patients, customers, staff and service users. Offering multi-language surveys with enhanced real-time dashboards and sentiment analysis.
Features
- Real-time results, feedback, insight and sentiment analysis
- Multi-channel available
- Real-time red flags for issues
- Customise dashboards, reports, colours, fonts and more
- Create surveys in multiple languages - supports all languages
- Staff engagement with a simple and easy to use UI
- Service accessible via all modern browsers
Benefits
- Unlimited and £FOC to send survey invites by email
- Unlimited responses/completes £FOC
- Live data for proactive decision making
- ROI through significant resource savings through automated processes
- Focused on what's important to you
- Data stored in UK locations which are ISO 27001 certified
- All data is encrypted during transit and at rest
- UK-based support via telephone, email and support ticket portal
- Quarterly penetration tests carried out
- Personalisation to support increased participation
Pricing
£8,995 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 hello@therhubarbcompany.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 11
Service ID
9 5 6 9 9 5 0 0 0 5 7 9 8 8 8
Contact
Rhubarb Business Services Limited
Paul Tidey
Telephone: 01795435003
Email: hello@therhubarbcompany.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Hybrid cloud
- Service constraints
- None
- System requirements
-
- Internet connection through a PC or mobile, tablet device
- PC, mobile or tablet device running a supported browser
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
P1 - 1 business hour
P2 - 2 business hours
P3 - 4 business hours
P4 - Next business day - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- Access is available from our website
- Web chat accessibility testing
- None
- Onsite support
- Yes, at extra cost
- Support levels
- Complimentary support is available through chat, email, phone and support portal. For strategic accounts, direct access is provided to account management, product management and customer experience colleagues.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- We provide a) onsite training and user documentation; b) full support during go-live and then ongoing support through our support team.
- Service documentation
- Yes
- Documentation formats
-
- Other
- Other documentation formats
-
- Microsoft Word
- Microsoft Excel
- End-of-contract data extraction
- Data extraction will be available a) via API or b) an agreed data template
- End-of-contract process
- Raw data download is included in the price of the contract; all other services will be chargeable as this will be classed as 'bespoke' requirements
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Users will see a variation in the UI for mobile from that of our desktop design.
- Service interface
- No
- API
- Yes
- What users can and can't do using the API
- The secure Web API is used to send and retrieve data from RHUBAS. Functionality includes a) schedule surveys or post survey data; b) get data/results and analysis and c) listen to customer feedback. Our API is very flexible to achieve customer requirements
- API documentation
- Yes
- API documentation formats
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- A) Survey workflows; b) reporting/dashboard displays; c) alerts/notifications
Scaling
- Independence of resources
- Cloud-based resources which are highly scalable, resilient and system usage is regularly monitored and capacity will be increased as required
Analytics
- Service usage metrics
- Yes
- Metrics types
- As part of our security standards and practices, RHUBAS has a full audit trail which can be used to provide service usage including a) user activity; b) user login activity; c) system latency and d) data volumes.
- 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 Baseline Personnel Security Standard (BPSS)
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
- Supplier-defined controls
- 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 another standard
- Encryption of all physical media
- 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
- MI/Reporting functionality is provided in our platform and can be customised for unique requirements
- Data export formats
-
- CSV
- Other
- Other data export formats
- Data import formats
-
- CSV
- Other
- Other data import formats
-
- XML
- Json
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)
- Other
- Other protection within supplier network
- Private VPN network from local office to cloud provider; access restricted by IP address, username and password
Availability and resilience
- Guaranteed availability
-
Uptime SLA is 99.5%
Failure to meet 99.5% will result in users being offered a service credit. - Approach to resilience
-
This information is available on request.
Our cloud provider has 8 UK based data centres which are owned and managed by the provider. ISO 9001 & ISO 27001 certified. Each UK data centre is built using industry-leading infrastructure, is N+ in design and is safe, secure and staffed 24 x 7. - Outage reporting
- We automatically alert users of our service to any outage by email. Users also have access to our ticketing portal to raise any incidents/service requests
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Users are assigned configurable roles and permissions to limit or allow access to functionality within the solution.
- 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
- 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
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Other security certifications
- Yes
- Any other security certifications
-
- ISO 9001:2015 Quality Management - BSI Issued (FS648365)
- ISO 27001:2013 Information Security Management - Currently working towards certification
- Cyber Essentials - Currently working towards
- ISO 27001:2013 - iomart - Cloud hosting services provider
- Various security accreditations - iomart - Cloud hosting services provider
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
-
Rhubarb Business Services is certified to ISO9001:2015 standards; in the progress of gaining ISO27001 certification for Rhubarb.
Our platform is hosted in data centres which are UK based and certified to ISO9001 and ISO27001 - Information security policies and processes
-
- Unique username and password; with 2-factor authentication
- Password hashing and salt value
- Account expiry and deactivation
- Account lockout
- IP address and users tracking
- SSL secure connection
- Support modern browsers
- Patches/updates are automatically applied to servers
- Limited access to cloud-based servers including lockdown on IP address
Policies, procedures, workflows and work instructions are managed as part of our ISO9001:2015 Quality Management Standards
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- New features, bugs, enhancements and change requests are recorded and tracked in an issue and project tracking software tool. We implement an agile sofware development lifecycle (SDLC) within a scrum environment. We follow industry standards around security and data protection to measure risk and impact; assessing each request on an individual basis for potential security concerns.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
- Servers are automatically updated when a patch is available
- Monthly release cycle
- Emergency releases as required
- Active news feeds and alerts
- Cloud services network monitoring, news feeds and alerts - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
- Full audit logs of system activity including IP address capture
- Logs are analysed at regular individuals and appropriate action taken (if required)
- Respond immediately when incidents are identified
- Monitor server activity on a regular basis - Incident management type
- Supplier-defined controls
- Incident management approach
- Users report incidents via our support portal or support desk and these are logged, prioritised, tracked and actioned as required. RCAs are produced for an outage and any corrective actions are tracked within our ISO 9001:2015 QMS.
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- No
Pricing
- Price
- £8,995 a licence a year
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- Access to a demo area is available for 14 days
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 hello@therhubarbcompany.com.
Tell them what format you need. It will help if you say what assistive technology you use.