User Experience Analytics - Narralytics
Narralytics applies a unique mix of advanced statistics and machine learning across multiple data sources to expose hidden peer groups behaviours in the population. Discover why consumers engage, what matters to them, what makes them satisfied and what upsets them; helping inform targeted engagement, customer experience and retention strategies.
Features
- Predict user behaviour, engagement and attrition
- Analyse and compare online and offline behaviours
- Expose peer-networks/population trends
- Understand end-user sentiment and satisfaction
- Customisable dashboards and reporting
Benefits
- Adapt and optimise usability and operability
- Develop effective communications and marketing strategies
- Maintain focus on user experience
- Early warning of user dissatisfaction and missing SLA
- Prioritise agile delivery based on user requirements
- Monitor and measure contact centre and support services
Pricing
£2,000 to £20,000 a unit a month
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
4 3 0 9 3 1 8 8 8 4 4 5 9 3 4
Contact
LIVEWIRE CONSULTANCY
Alex Granat
Telephone: 07957592229
Email: alex@livewireconsultancy.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
-
- Public cloud
- Private cloud
- Community cloud
- Hybrid cloud
- Service constraints
- N/A
- System requirements
- Entirely cloud-based - N/A
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Monday-Friday 9am - 5pm
- 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
-
We apply measures according to the impact of the incident to you. This allows us to categorise incidents from Priority 1 to Priority 4.
Example Support Levels:
PRIORITY 1 - CRITICAL
Priority 1 incidents are likely to critically impact your ability to conduct business. We’ll respond to a Priority 1 incident within 1 hour.
PRIORITY 2 - HIGH IMPACT DISRUPTION
Priority 2 incidents are high-impact problems that interrupt your organisation, but there’s still capacity to continue to be productive. We’ll respond to a Priority 2 incident within 4 hours.
PRIORITY 3 - MINOR IMPACT DISRUPTION
Priority 3 incidents are medium-to-low impact problems that comprise of limited loss of non-critical business functionality. We’ll respond to a Priority 3 incident within 8 hours.
PRIORITY 4 – INFORMATIONAL REQUEST
Priority 4 issues include requests that do not fall within the Priority 1 – Priority 3 classifications. We’ll respond to a Priority 4 incidents within 24 hours. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Onsite/Online Training
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- All user data remains in their systems, Any data created or derived by Narralytics is delivered in a structured file or data table.
- End-of-contract process
- We will export requested reports covering the stored data. Access to the systems and insights will be disabled. On final agreement, the database will be purged of all customer data.
Using the service
- Web browser interface
- No
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- We monitor all devices equally.
- Service interface
- No
- User support accessibility
- None or don’t know
- API
- No
- Customisation available
- Yes
- Description of customisation
- Narralytics is a fully customisable service based on our clients' requirements.
Scaling
- Independence of resources
- Each implementation is a separate virtual entity. Also, users can provide a sandbox within their environment, thereby eliminating any outside dependencies.
Analytics
- Service usage metrics
- Yes
- Metrics types
- We deliver customised metrics that communicate overall performance of the analysis and commercial/operational impacts.
- 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 Developed Vetting (DV)
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
- Yes
- Datacentre security standards
- Supplier-defined controls
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- In-house
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- 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
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
- Reports can be exported in HTML, PDF and CSV format or in a preagreed data structure
- Data export formats
-
- CSV
- ODF
- Data import formats
-
- CSV
- Other
- Other data import formats
- Remote database (anonymised, roles based) - for near realtime analysis
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Legacy SSL and TLS (under version 1.2)
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Legacy SSL and TLS (under version 1.2)
Availability and resilience
- Guaranteed availability
- 99% guaranteed availability
- Approach to resilience
- Available on Request
- Outage reporting
- Email alerts/telephone. Each client has a designated project owner who will react and communicate directly in the event of outages.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- N/A
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- 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
- User-defined
- 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 generally work solely with anonymised or pseudonymised data sets, thereby reducing the need for a specific governance structure, Data is always held in a centrally secure facility. Any exceptions are dealt with at the negitiation phase.
- Information security policies and processes
- This would be answered at the overall deal level
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- N/A
- Vulnerability management type
- Undisclosed
- Vulnerability management approach
- N/A
- Protective monitoring type
- Undisclosed
- Protective monitoring approach
- N/A
- Incident management type
- Undisclosed
- Incident management approach
- N/A
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
Social Value
- Fighting climate change
-
Fighting climate change
As members of DUG – Data Users Group, we are leading statistical research that develops measurable operating models for businesses to achieve ‘Net Zero’ Carbon emissions. Specifically, we are helping define the data collection and reporting mechanisms that enable businesses to support and validate their claims. - Tackling economic inequality
-
Tackling economic inequality
We are committed to creating employment opportunities for those who traditionally access data-related roles. We achieve this by engaging degree-level apprentices and providing a suitable environment for those with neurodiverse requirements. We ensure that our partners and suppliers adopt a similar commitment. - Equal opportunity
-
Equal opportunity
We are council members of the Data and Marketing Association, which works with industry bodies to attract candidates from diverse backgrounds to a data analyst career. We have made adjustments to working conditions to accommodate individuals' requirements, including support of religious dietary and prayer facilities.
Pricing
- Price
- £2,000 to £20,000 a unit a month
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- Narralytics requires considerable client engagement to understand specific needs and desired outcomes, to ensure we can fully address it. This is provided FOC.