QUESTIONPRO UK LIMITED

UX Research / Testing Platform

Our Research and Testing Platform provides a service for organisations to create a thriving online community for their members/customers. Using our Research and Testing Platform, organisations can carry out detailed research and testing to focused groups, ensuring that the target market is prioritised.

Features

• Built-in communications, reminders, engagement tools, analytics and dashboards
• Create and manage Research Panels with panel management tools
• Create and manage read-only dashboards for clients
• Host and moderate live community discussions
• Fully multilingual platform with over 50 languages available
• Access to over 50 question types
• Integration with social media platforms and mobile devices
• Deploy geo-location surveys triggered when devices enter a certain area
• Full account management and access to 24/7 support channels

Benefits

• Powerful tool for market research and customer experience management
• Incentivise interaction through our built-in rewards schemes.
• Easily generate and share reports on findings from the community
• Establish new communication channels with customers and gain valuable insight
• Interact with communities to build brand loyalty and customer trust
• Rapidly qualify sales leads by removing unnecessary information
• Free mobile app available

£18,000 a licence a year

• Education pricing available
• Free trial 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 kirk.thomas@questionpro.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

289767742181555

Contact

Kirk Thomas
02037442832
kirk.thomas@questionpro.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no service constraints
• System requirements: Modern Web Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: QuestionPro provide email support on a 24/5 basis. Users can submit a support ticket through our website, and we guarantee the user will be contacted by a member of our support team within 24 hours. Currently, all email support/support tickets are addressed within an hour.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our web chat service is tested against global accessibility standards on a regular basis. Tests ensure that our web chat is compliant with WCAG 2.1 AA and Section 508 web accessibility standards. To date, we have had no issues with any assistive technology use on our platform.
• Onsite support: Onsite support
• Support levels: All QuestionPro customers have access to all of our support resources at no additional cost. Our support offerings include the following:; Online webchat – Accessed through our website, users will have 24/5 access to our web-based support team.; Email ticketing – Users can also submit a support ticket through our website to receive support via email. All support tickets will be responded to within 24 hours. ; Dedicated Enterprise Level Support Representative – This individual is a key contact for any technical support that may be required through the service. Buyers will be provided with a dedicated email address monitored during working hours, and the representative will be available to provide support on VoIP calls if necessary.; Support Library – We have a freely available support library online. Our support library details every aspect of our survey creation suite and provides step-by-step guides on how to implement features across all stages of the survey creation/distribution/analysis process.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our service does not require formal training to be used, and the majority of users can easily navigate and build surveys with our software without formal training. We also provide a number of training resources to all service users, including:; ; QuestionPro Certification - Users can take part in a range of certification courses built by our experts. We offer a both a pro and expert level certification. All users receive certificates upon completing a course.; ; Weekly Webinars – Online webinars are hosted each week by a number of expert speakers. Users can register to join a webinar online or can access our catalogue of on demand webinars through the website.; ; Support Library – We provide a Support Library online, with detailed step-by-step guides (accompanied by screenshots) on all features of our research suite. Guides are designed to maximise high quality use of our software, and are available for all phases of the survey creation process (design/distribution/analysis)
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of a contract, QuestionPro will agree a date in which the client’s data is deleted from our internal servers. This date will be agreed between the two parties and will provide the client with ample time to extract their data. All survey data is extracted using our built-in data extraction facilities, which allow the user to bulk extract all information from their surveys, or specific/relevant information depending on categories defined by the user.
• End-of-contract process: In the event that the contract ends and the client does not wish to renew their business with QuestionPro they should notify their Account Manager prior to the end of the contract. This will allow us to make necessary arrangements regarding data extraction and deletion. A date in which client data is deleted from our servers will be agreed between parties, and the client can use the built-in functionality to extract their data. On the agreed date, client data is deleted from our primary server, and 7 days later it is deleted from our backup servers.

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: Our survey creation tool is fully compatible with any mobile device, and mobile service users will have full access to the range of tools available on the platform. ; ; We also offer a mobile app which can be used to complete surveys offline, sending results to the core survey platform when a stable internet connection is available.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: Our development team has created an API which conforms to REST. We use built-in HTTP features such as HTTP authentication and HTTP verbs to allow users to securely interact with our API from a client-side web application. Our API can be used to load, manipulate, and extract data from the system. Users are able to find more information on our API, including detailed breakdowns of executable commands, on our website. We currently have a limitation of 300 API calls per minute.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Through our survey creator users can apply a range of customisation options to their surveys. Each survey has a theme which can be fully customised by the user, allowing them to edit the colour scheme for the theme colour, logo background, tile background, survey background, content area, answer hover, submit button and the progress bar. Images can also be uploaded to the platform with a maximum file size of 5gb. Users also have full customization over the text, including a choice of font from our wide range of font families, and full customization of the colour, size and strength of the text.

Scaling

• Independence of resources: QuestionPro is a globally established service with millions of users around the world. As such, we have facilities in place to ensure users aren't affected by the demands other users place on our service. All facilities are load tested with large scales of users to ensure that we can cater to our global user base.

Analytics

• Service usage metrics: Yes
• Metrics types: Through our survey dashboard users can view many metrics relating to surveys created on the platform. ; ; When your responses are coming in, you can view a variety of different reports. You can instantly create a word cloud or infographic, as well as have access to other analysis tools such as data filtering, cross-tab creation, and trend analysis. You can also export your results and bring them into Excel or SPSS for more advanced analysis. You can easily send any report via social media or email.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• 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: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Using our research suite users can export both raw survey data and charts that have been created through the platform. For both occasions data is exported using our built-in export functionality, and we provide a range of options for the user to customise the contents of the export. Raw survey data can be exported directly into Microsoft Excel and CSV Reports. Charts (and other forms of data analysis) can be exported into the following:; Microsoft Excel; Microsoft Word; Microsoft PowerPoint; PDF; SPSS; SQL
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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: Our SLA currently guarantees an uptime of 99.5%, and we currently operate with an actual uptime of 99.995%. In the event that we fail to meet these uptimes, we will credit the user with an additional months service at no extra cost.; Backup servers are maintained in geographically and geologically distinct areas, ensuring the service is available in the event of a disaster. ; Hot Backup (MySQL Replication); Live MySQL replication (Master and Slave); Delayed MySQL Replication (Slave and Backup Server [8 Hours Delay]; Delayed MySQL Replication (Slave and Geo Backup Server [24 Hours ; Delay]; Cold Backup; Daily Incremental Cold backup; Weekly / Fortnightly Cold Backup; Monthly / Quarterly Cold Backup; ; We currently maintain an RPO of 4-8 hours, and an RTO of 24 hours.
• Approach to resilience: Available on request
• Outage reporting: We have taken a number of steps to prevent service outages, including implementing back-up servers in geographically distinct locations that can be switched to immediately if needed, updating the software during our least busy hours (Saturday 06:00). In the event that there is a planned outage, all users will be informed via email alerts. In the rare event that an outage isn’t planned, we will provide email alerts to all customers and provide an update on our website, describing the problem and how it is being solved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: We maintain an Access Control Policy, defining company-wide procedures regarding the ability to access information. By deploying a variety of access control procedures and enforcement measures we can control how much of our platform a user’s account can access, restricting access to management interfaces and support to channels to only the relevant parties.
• Access restriction testing frequency: At least once a year
• 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: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: 20/09/2019
• What the ISO/IEC 27001 doesn’t cover: Our global service is covered by our certification
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMetrics
• PCI DSS accreditation date: 03/01/2024
• What the PCI DSS doesn’t cover: Card-present (face-to-face); Mail order/telephone order (MOTO)
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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 maintain a suite of Information Security policies. These policies define procedures to be followed across the entire company. As a global service, we have a wide range of information security procedures in place to ensure that all necessary global standards are met. We ensure policies are followed through training and audits. Information Security is a key module during induction training, and staff are refreshed on this training on an annual basis. Meanwhile, information security audits are carried out on both local and global scales, ensuring that all procedures are followed at all times.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: QuestionPro maintain a Change Management policy which provides overall guidance and defines roles across the company for the change management process. Every change made to our service is subject to a set of standardised activities and procedures to ensure effective and efficient processing. All changes are also subject to risk assessments and are tested before deployment to ensure our service is not compromised as a result of the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: QuestionPro have a vulnerability assessment policy which defines the necessary system vulnerability assessment processes. A board level representative conducts periodic vulnerability scans of the QuestionPro system, identifying threats that are classes as informational/low/medium/high, which are addressed on a timeline dependent on the scale of the threat. Patches are deployed on a monthly basis, however where a serious threat exists a patch will be deployed within 15 days of threat identification. All system threats are reported on annually.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We perform periodic vulnerability scans of our system to ensure there we are aware of any compromises that may exist. Where a compromise is discovered, a security risk assessment is conducted immediately. The assessment determines the nature of the compromise and the importance of the issue. Assessments are passed onto our development team, who will address the compromise in a timeframe based on the security assessment
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain a range of data security policies which define company-wide processes to be followed in the event of an incident. We provide utilities for both internal and external incident reports (staff and customers). Users can report an incident through our support functionality, where they can complete a support ticket online or enter our live chat, and they will receive further communications/an incident report through email.

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

  Covid-19 recovery

  Covid-19 recovery

  QuestionPro facilitates remote work and collaboration: This includes using video conferencing, online project management, and onlinecommunication platforms that enable effective teamwork without physical proximity.

Pricing

• Price: £18,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Please contact a member of the team to organise a trial of the license.

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 kirk.thomas@questionpro.com. Tell them what format you need. It will help if you say what assistive technology you use.