CX-Feedback

CX-Feedback

Built for forward-thinking social landlords, CX-Feedback seamlessly bridges the communication gap between providers and tenants. Used by over 85 UK social landlords, its easy-to-use toolkit makes creating impressive and targeted tenant communications and surveys a breeze. Implement the proven, trusted CX-Feedback system in days and watch your tenant satisfaction rise.

Features

• 360 degree platform for managing tenant engagement and feedback.
• Designed for landlords to meet all regulatory and operational requirements.
• Easily create and send impressive graphical tenant communications.
• Create powerful surveys, both transactional surveys and consultations.
• Create targeted groups of tenants based on any demographic criteria.
• Gather in-depth survey data and combine with your existing data.
• Integrates with existing systems to automate communications and surveys.
• Communicate effortlessly with tenants about relevant services, news and events.
• Multi-channel approach to engagement to ensure representativeness and inclusiveness.
• Exceptional reporting tools allow hierarchical reporting on dashboards and PDF-reports.

Benefits

• Easy to use platform reduces staff time and resources.
• Improves efficiency by automating processes and integrating feedback with workflows.
• Insights into tenant preferences, behaviours and needs, enabling data-driven decisions.
• Fosters better tenant-landlord relationships by offering transparent and proactive communication.
• Enhances satisfaction by informing about relevant events, services, and updates.
• Enhances the presentation of information to tenants, increasing engaging.
• Feedback captured in real-time, providing responsiveness to issues and concerns.
• Integration with existing systems automates and streamlines data analysis.
• Personalised communication and engagement strategies tailored to different tenant segments.
• Fosters wide reach, ensuring inclusion and diversity criteria are met.

£12,000 a unit a year

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 sales@cx-feedback.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

373666551172084

Contact

Fraser Campbell
01418102599
sales@cx-feedback.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No.
• System requirements:
  • Any internet browser.
  • An internet connection.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Usually within 4 hours during standard working hours
• User can manage status and priority of support tickets: No
• 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: Support is provided by a dedicated Customer Success Manager during standard working hours. This can be by phone, email or teams chat.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Implementation can take anywhere from 2 to 8 weeks. You will be guided through the process by a single point of contact, an experienced Customer Success Manager, who will take you through the operational and technical implementation of your surveys and engagement tools. Implementing CX-Feedback does not require huge amounts of technical knowledge, and can be undertaken with a small amount of your technical / IT teams time. ; ; The first stage is a scoping stage, where we will come to understand your organisational structure, needs and requirements, technical resources and current situation. ; ; We will then propose a setup process, milestones, and outputs. Once signed off, we will arrange the implementation and trainings steps that will guide you through the process and result in a fully functioning system to manage your tenant feedback and engagement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Your data belongs to you at all times, and is accessible at any time by the appropriate users with the correct permissions. Data at the end of the contract must be extracted within 30 days of contract termination, and your Customer Success Manager will guide you through the steps to take to ensure you have access to extract the necessary data. This process is easy and takes very little time.
• End-of-contract process: When you decide to end your contract, you will begin the process of extracting all of the data you want to take away, including all tenant data, survey data, user accounts and reporting and analysis. Once this is completed, we will cleanse all of your data from our databases, backups and logs. There is no additional cost for this. If you would like additional reports created for you from your data, there will be a cost associated with it, but with CX-Feedback you have complete control of and access to all functionality, so can create your own reports easily with no assistance from us if you wish.

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: All UI is created with Responsive Design to ensure perfect compatibility with all Mobile Devices including smart phones, tablets and laptops of any screen size.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Browser based and API based platform.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Responsive design enables platform to adapt to adaptive technology.
• API: Yes
• What users can and can't do using the API: Input and export data.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All users can customise look and feel, platform is configurable to meet requirements.

Scaling

• Independence of resources: We operate a load monitoring and balancing service on our servers and databases.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage logs, response rates, logins.
• Reporting types:
  • API access
  • 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: None

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 SSAE-16 / ISAE 3402
  • 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: In-house destruction process

Data importing and exporting

• Data export approach: Users can access and export their own data at any time, as long as they possess the necessary security clearance to do so.
• Data export formats: Other
• Other data export formats:
  • Excel
  • PDF Report
• Data import formats: Other
• Other data import formats:
  • Excel
  • 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)

Availability and resilience

• Guaranteed availability: Our service availability is 99.9% uptime.
• Approach to resilience: We run multiple redundant hot mirrors. Additional information is available on request.
• Outage reporting: Outage reporting is available via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: All areas of the platform are controlled by security with multifactor authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We operate an internal security governance process which is specifically designed for our service. Full details of this are available on request.
• Information security policies and processes: GDPR, Data Protection Act (2018). We run regular GDPR training, regular weekly data security reviews. We run data retention policies, offer pseudonymisation and anonymisation tools, and ensure all data transfer is secure and safe.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a full managed dependencies register, code is managed through a repository with change control, and releases are risk managed before deployment.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We follow industry standard practice in vulnerability management. More information is available upon request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We run extensive logging, code integrity checking and real time monitoring.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a set process for management and investigation of incidents. Users can report incidents at any time via email or phone.

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
  • Wellbeing

  Fighting climate change

  Carbon-Neutral Servers: Our servers operate on renewable energy sources, ensuring that our infrastructure has a minimal carbon footprint. By investing in carbon-neutral servers, we actively contribute to mitigating the environmental impact of our operations.; ; Hybrid Working Model: Embracing a hybrid working model, we facilitate remote work, thereby reducing carbon emissions associated with commutes. This flexible approach not only promotes a healthier work-life balance but also demonstrates our commitment to environmental sustainability. ; ; Paperless Operations Internally and Externally: We have implemented paperless practices throughout our organisation, minimizing paper consumption and waste. Our digital platforms offer comprehensive digital-first solutions for surveys and communications, providing our customers with increased opportunities to utilise digital alternatives over traditional paper-based methods.; ; Digital Training and Support: Through digital training and support services, we empower our customers to efficiently utilise our software solutions without the need for extensive travel. By minimising in-person interactions and offering remote assistance, we significantly reduce carbon emissions associated with travel-related activities.

  Wellbeing

  The Social Value that CX-Feedback provides can be most acutely quantified in how we can help you and your organisation to create social value in your own communities. CX-Feedback, in everything that we do and create, take into account how this will affect your customers, their communities and their lives. ; The NHF defines social value as “a way of trying to quantify things that are not inherently quantifiable, such as wellbeing, good health, or a feeling of safety in your neighbourhood.” This is where CX-Feedback shines above all others. ; By providing you with a method of gathering the views of tenants, not just in transactional surveys, but in the gathering of information from specific groups of tenants about specific topics such as how they feel, how they are coping, what their experience is in the neighbourhoods you help manage is, how they feel about the house they live in and the service you provide to name a few real-life examples, we can begin to have a much deeper understanding of how our tenants view us and the help that you can provide to them to have the greatest effect on their lives and wellbeing. ; A great example of this is with simple things such as neighbourhood walkabouts. Many of our customers have always carried out neighbourhood walk arounds in their areas. These are usually poorly attended and serve to only service those who come out on them. However, since using CX-Feedback as an engagement and communication tool, these customers now preface their walkabouts with a Push Message from our system. ; This has resulted in not only a much higher attendance for these events, but also serves to let non-attendees know that the neighbourhood officer genuinely cares about them and is active in their community.

Pricing

• Price: £12,000 a unit a year
• Discount for educational organisations: No
• 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 sales@cx-feedback.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.