DAVIES GROUP LIMITED

Voice of the Customer

Davies Technology Solutions provides a Voice of the Customer (VOC) platform that allows users to collect omnichannel customer feedback and undertake insights analysis via a web-based reporting console. VOC enables users to conduct market research, assess customer service, power customer recovery and measure customer experience (CX).

Features

• Omnichannel surveys including IVR, Email, mobile app, SMS
• KPI tracking including Net Promoter Score (NPS)
• Customisable dashboards
• Role specific reporting from Exec to frontline.
• AI-driven verbatim insights
• Real-time alerting
• Speech to text transcription
• Data import and export including integration via API
• Gamification including real rewards
• Team management and coaching

Benefits

• Turn customer feedback into actionable insights
• Identify process improvements
• Catch and resolve customer challenges before they become formal complaints
• Spot business opportunities and weaknesses through regular data collection
• Identify employee improvement areas
• Know exactly what your customers need
• Engage and encourage employees with gamification
• Automate business KPIs reporting such as NPS & CSAT
• Combine data from multiple sources (demographics, departments, locations)
• Save time & money compared to traditional feedback collection mechanics

£15,000 to £500,000 an instance a year

• Education pricing available

Service documents

• Pricing document

  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 bids@davies-group.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

232402121270464

Contact

Gill Gange
01554 700371
bids@davies-group.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Hosted solution so not available for on premises use. Requires internet connection with good speeds to access the software.
• System requirements:
  • Modern web browser
  • Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard support hours are 8:30am-5:30pm Mon-Fri and we aim to respond to all tickets within 3 working hours.; ; However, we are flexible to client needs and offer extended capability (such as weekend cover) if required.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: We offer our clients a dedicated strategic Account Director and access to our Support desk. We have a multi-tiered support level approach based on client & end-user impact. High level this involves an escalation process from our frontline support team to our leadership team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide our clients with exploratory and ideation sessions to establish their requirements and ensure their needs will be met. ; ; Our teams then assist with the complete setup of the programme. ; ; Once up and running, onsite and online training options are available as required, as well as bespoke insights consultancy to understand and interpret the collected data.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Our export feature can extract survey response data via the reporting platform. This is saved as CSV file to the users local machine. This capability can be given to specific users (i.e. super users).; ; Alternatively, data can be extracted via our export API.
• End-of-contract process: Our contracts are based on client requirement, but typically cover the collection of feedback data, access to data via our reporting platform and service support via our Account/Operations teams.; ; There is no additional cost at the end of the contract. The entitlement to use the software ends once the contract term expires.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The reporting platform is optimised for desktop use, though it is accessible via mobile. ; ; Customer-facing components, such as online surveys, are optimised for both desktop and mobile devices.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Our reporting platform consolidates customer feedback data to enable users to gather insights. It provides a suite of features such as customisable dashboards and the ability to export data. It also includes role-specific features such as gamification mechanics and Team manager reporting.
• Accessibility standards: None or don’t know
• Description of accessibility: We build our websites using W3C standards. Whilst we don't build specifically for Accessibility needs, we also do not block assistive devices such as screen readers in any way. We are also currently working on a new version of our platform which will see Accessibility at the heart of everything we do.
• Accessibility testing: We haven't conducted any specific Accessibility testing.
• API: Yes
• What users can and can't do using the API: Our APIs offer the following three key capabilities:; ; • Initiate survey (request that a new survey is sent to a customer); • Import response data (external data into our platform); • Export response data (data to other platforms); ; We will support you end to end when using our APIs. Your assigned Account Director or member of the Operations team will provide keys and arrange any workshops required with our technical team.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: We are focused on flexibility and as such there is a range of customisations that our software offers. This includes:; ; - Dashboards which include relevant KPIs and widgets for relevant users.; - Email alerting that goes to relevant users/teams.; - Survey questions that match your exact requirements.; - Segmentation data that supports your exact data filtering requirements.; - Styling surveys to match your brand requirements.; - Users are "locked down" to data and features relevant to their role.; ; And many more

Scaling

• Independence of resources: We deploy our system with ample capacity and in an auto-scaling environment, where increases in load ensure we maintain quality of service across the platform.

Analytics

• Service usage metrics: No

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: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• 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:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users with relevant permissions can export customer data at any time via self-service screens within the reporting platform.; ; Data can also be obtained via our API.
• 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: We operate on the Cloud SLA's which provide a 99% SLA uptime guarantee. Service credits are provided per minute at a percentage of the total contract value for any degradation in service below these set parameters
• Approach to resilience: We utilise Cloud technology (AWS) for our VoC platform We provide SLA's to all our end clients and compensate users for any degradation of service on set parameters.
• Outage reporting: Outages are automated and alerted via email, SMS, API as separated alerts services. We also provide a staffed DR team who work with clients in response to any DR situations.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: We restrict access to our platform via username/password. We also offer SSO and IP restriction options.; ; We have processes in place to ensure the right users get access to the right features/support at the right time. This includes a registry of agreed "super users" empowered to do management level tasks.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: Perry Johnson Registars, Inc.
• ISO/IEC 27001 accreditation date: 20/03/2023
• What the ISO/IEC 27001 doesn’t cover: All controls are included in the scope of the certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 12/04/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not applicable
• 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We are a regulated business by the FCA and operate to ISO27001 standards. All policies are managed by an internal InfoSec and Governance team under our CISO. Staff training is conducted bi-annually or in the event of policy change. Training is delivered via online courses and assessments and is mandatory for every employee as a part of their employment contracts.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All development cycles include functional testing in a dedicated test environment. Once approved, changes are merged onto a Pre-Production environment to mirror Live as closely as possible, where a second wave of functional and regression testing takes place. Once changes are released to Live, testing is once again carried out to ensure functionality works as expected.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Internal assessments involve all relevant parties, including clients. If a threat is detected, we deploy hot fixes to address and resolve it as quickly as possible. 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.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We identify potential compromises, network attacks and/or breaches via manual checks as well as software and supplier alerts. If a compromise is detected we raise issues with senior management and instigate detailed investigations and associated threat assessments immediately. If any deployments are required to resolve compromises these are done immediately as a hot fix.
• Incident management type: Supplier-defined controls
• Incident management approach: Clients can raise, respond to and keep track of any incidents they raise via our ticketing service. We also provide the means for clients to raise issues via our telephone help desk. For common events we produce and share incident reports in document format with our client contacts via our Account Directors. If appropriate we will also utilise email to advise and update clients where necessary.

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a Group, we have committed to cut our carbon emissions in half by 2030 and to reach carbon net-zero by 2050. This target is aligned with the Science-Based Targets initiative (SBTi) - a globally-recognised framework that provides companies with a clear pathway to support the Paris Agreement’s goal of limiting global warming to 1.5°C above pre-industrial levels. Our targets are due to be verified by SBTi in 2024. Our environmental impact does not stop at GHG emissions. From the raw materials used in our services, equipment and technology, to the water consumption in our offices and the lifecycle of operational waste, we are taking steps to reduce our impact. This year, we implemented a new global procurement system with a focus on building sustainability into the supply chain, with improved tracking and the capability for sustainability reviews of products and suppliers. Our fully-digitised claims management system has reduced printing by 90%, and we already recycle the vast majority of our operational waste. Legal Solutions uses local and ethical suppliers for office equipment with full traceability, and we promote “green parts” within our auto claims. We are aiming to develop and launch Davies’ global waste strategy in the coming year. Several of our offices have already moved to 100% renewable energy. Our ultimate goal is for all of the energy used in our offices to come from renewable sources

  Tackling economic inequality

  Our people are at the heart of our business. They are critical to our business success and an integral part of our sustainability ambitions. The variety of skills and perspectives within our workforce drives innovation. We provide a nurturing environment where every employee can develop their professional experience and reach their career ambitions, helping Davies to grow its capabilities from within and retain our brilliant talent. During the year, 345 people were promoted internally.; ; We believe in lifelong learning and are proud to align with UN SDGs 4 and 8: Quality Education and Decent Work. Positive contributions made by employees are recognised through frequent performance reviews and rewarded through the Davies Incentive Plan. These reviews also explore areas for career and skill growth, with our training opportunities delivered by the Thrive at Davies L&D platform, as well as leadership development programmes and even funding for professional qualifications and memberships.; also offers technical apprenticeships, and our Legal Solutions unit was one of the first UK law firms to place aspiring solicitors on the Graduate Solicitor Apprenticeship. In FY23, we offered 169 apprenticeships within Davies Group, and our Learning Solutions unit placed a further 1760 apprentices across the UK.; Our Targets: ; Undertake regular performance and career development reviews with all our colleagues.; Offer career- or skills related training to all colleagues.; Advertise all job vacancies internally, where possible.; Continue to ensure fair pay across the business.; A quarter of Davies’ job vacancies were filled internally in 2023.

  Equal opportunity

  As a group we believe in lifelong learning and are proud to align with UN SDGs 4 and 8: Quality Education and Decent Work. Positive contributions made by employees are recognised through frequent performance reviews and rewarded through the Davies Incentive Plan. These reviews also explore areas for career and skill growth, with our training opportunities delivered by the Thrive at Davies L&D platform, as well as leadership development programmes and even funding for professional qualifications and memberships. We offer professional training to all our colleagues. Davies also offers technical apprenticeships, and our Legal Solutions unit was one of the first UK law firms to place aspiring solicitors on the Graduate Solicitor Apprenticeship. In FY23, we offered 169 apprenticeships within Davies Group, and our Learning Solutions unit placed a further 1760 apprentices across the UK. At Davies, we welcome different perspectives, support each other’s ambitions, and grow together to create a welcoming and inclusive environment that reflects the diversity of our local communities. In 2023, we continued to develop our Diversity, Equity, and Inclusion (DEI) strategy and add to our progressive policies. Working with expert partners, we have delivered webinars on anti-racism and domestic abuse, grown our employee action groups and introduced enhanced inclusive hiring practices, such as the mandatory inclusion of multiple gender candidates in talent selection for senior leadership hires, and using Multiverse and Reach Out to source apprenticeship candidates from diverse backgrounds.

  Wellbeing

  The safety and wellbeing of our colleagues is paramount. Our leading policies and support services around working practices were recognised as a major strength by the EcoVadis ESG framework. In the year, we launched our Global Guiding Principles with progressive new local policies around supporting colleagues and their families.; Davies offers both global and local benefits to improve physical, mental and financial wellbeing. For example, employee assistance programs (EAP), life assurance, enhanced maternity, adoption, paternity and baby loss leave and support, cycle-to-work and electric car salary sacrifice schemes, generous holiday allowances, the Davies Incentive Plan, and access to My Choices at Davies, our wellbeing and discount platform. Our Health and Wellbeing Action Group continues to ensure we’re meeting and exceeding the needs of our people. We monitor employee perceptions and seek feedback throughout the year. We also maintain stringent health and safety standards and ensure ongoing mandatory training. Our Targets: ; • Undertake regular performance and career development reviews with all our colleagues.; • Offer career- or skills related training to all colleagues.; • Advertise all job vacancies internally, where possible.; • Continue to ensure fair pay across the business

Pricing

• Price: £15,000 to £500,000 an instance a year
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  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 bids@davies-group.com. Tell them what format you need. It will help if you say what assistive technology you use.