Capricorn Ventis Ltd.

Qualtrics

Capventis is the longest standing partner in Europe of the leading insight platform provider Qualtrics, which specialises in eXperience Management (XM). Listen to what customers and employees are telling you, analyse their feedback using conversational analytics and create action plans to improve their eXperiences.

Features

• eXperience Management
• Customer eXperience
• Employee eXperience
• Survey Design & Methodology
• System Integration (CRM, HR Systems, ...)
• Advanced Analytics (Predict iQ, Stats iQ, Text iQ, Driver iQ)
• Voice of the customer (VoC)
• Action Planning & Closing the Loop
• Advisory Consulting Services & Training
• Customer Journey Mapping Workshops

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
• Analyse the Employee eXperience through the employee lifecycle
• Efficient use of resources

£5,000 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 14

Service ID

164317495993011

Contact

Brian O'Flynn
+44 845 313 8696
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 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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
• User support accessibility: WCAG 2.1 AA or EN 301 549
• 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 GluSys 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 features and support
• Organisation whose services are being resold: Qualtrics

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• 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
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Capventis work remotely and 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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Remote access and collaborative working capabilities of Qualtrics decrease the necessity for in-person meetings and travel reducing carbon emissions.

  Covid-19 recovery

  We help organisations adapt to the challenges posed by the pandemic by providing insights into customer and employee sentiments after Covid-19. Moreover, we understand the impact of Covid-19 on their stakeholders and design an appropriate recovery strategy.

  Tackling economic inequality

  Help identify and address disparities in service delivery and workplace eXperiences.

  Equal opportunity

  Ensuring inclusivity by providing accessibility options and multilingual support, allowing all stakeholders to participate regardless of their backgrounds.

  Wellbeing

  Capventis analyses the eXperience of customers and employees in an organisation to monitor and improve customer service, as well as enhance employee wellbeing by collecting feedback on work conditions, workload, and support mechanisms.

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

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.