Snap Surveys Ltd

Snap XMP survey platform

Experience Measurement Platform software providing professional data collection and reporting for surveys, assessments and audits. Optimise engagement and transform data into knowledge.

System is accessed entirely online through a browser, with downloadable desktop app for power users and mobile app for offline interviewing. Multi-language capability for online, mobile and paper.

Features

• UK-based hosting with ISO 27001 certified data security
• Multi-channel via web, paper and mobile in multiple languages
• Scanning module automates data collection from paper surveys
• Engaging range of question types
• Sophisticated questionnaire design includes routing, masking and piping
• Work collaboratively by sharing questionnaires and results with colleagues
• Data import and export – SPSS, Triple-S, csv, tsv, xlsx
• Graphical and statistical analysis tools to fuel a deeper understanding
• Reporting tools to disseminate results, conclusions and plans of action
• Instructor-led online and in-person training available

Benefits

• Undertake research from anywhere via browser-based system
• Improve response rates with enjoyable interactive surveys and dynamic content
• Monitor response rates with real-time reports
• Automate invitations and reminders and send email alerts
• Create fully customised branded surveys with your logo and colours
• React to feedback instantly with automated email alerts
• Enjoy uninterrupted interviewing offline on smartphones, tablets and kiosks
• Access to expert help desk phone support
• Replace cumbersome Excel based data collection with dynamic tools
• Access to our expert research consultancy and graphic design teams

£925 a licence a year

• 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 info@snapsurveys.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

957813263719021

Contact

Marianne Witts
020 7747 8900
info@snapsurveys.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Up to 65,000 questions / variables per survey. Up to 2,000 answer codes per question. Up to 10,000 characters per literal response. Up to 1,000 characters for questions and code labels. Up to 100,000 respondents per survey. Table size up to 2,000 rows by 2,000 columns. Up to 1,000 concurrent interviews per survey. Up to 1,500 concurrent interviews per account.
• System requirements:
  • JavaScript enabled browser: Chrome, Firefox, Edge, Safari, IE11 or later
  • Desktop App: Windows 8 or later
  • Mobile App on Apple devices: iOS 8 or later
  • Mobile App on Android devices: Android 4.4 or later
  • Mobile App on Windows devices: Windows 8+IE11 or later
  • Mobile App on Kindle Fire HD devices: OS4 or later

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Helpdesk hours are 9 to 5 Monday to Thursday and 9 to 4.30 on Fridays. Our helpdesk aims to respond to enquiries within 2 hours and deal with all contacts within 1 business day.
• 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: Helpdesk hours are 9 to 5 Monday to Thursday and 9 to 4.30 on Fridays. We accept enquiries by phone and email and our helpdesk aims to respond within 2 hours and deal with all contacts within 1 business day. We have an internal escalation process if required which ultimately leads back to our software development department. Helpdesk support is included in the contract price. Consultancy and other services are available as shown on the pricing document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We offer online training courses and classroom-based training at your site or at our Bristol or London offices.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data can be exported from Snap at any time using the 'download data' function. Response data and metadata can be exported (and imported) in a variety of formats. Exported data can then be transferred to an alternative service, transferred to another application or used for local backups if required.
• End-of-contract process: At the end of the contract the cloud service ceases and the user would download their data in a format of their choosing. There are no additional decommissioning costs unless a user requires additional consultancy to download data or temporarily store data before download.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service will primarily be accessed and used through the desktop and a browser. The main advantage of interviewing / survey completion on mobile devices is that if an internet connection is lost the mobile device will continue to gather data and will synchronise with the server once a connection is regained.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Snap software includes many ways of getting survey data and metadata in and out of the system. Many are file based including the ability to import/export whole surveys in the form of Triple-S and SPSS .sav files, and survey data in CSV and TSV files.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have and will work with customers to help them create accessible questionnaires including display considerations and screen reader technology.
• API: Yes
• What users can and can't do using the API: Snap software includes many ways of getting survey data and metadata in and out of the system. Many are file based including the ability to import/export whole surveys in the form of Triple-S and SPSS .sav files, and survey data in CSV and TSV files.; The Snap API is also provided to allow users to incorporate Snap Online functionality directly in their own application using a web service API. In particular, to query lists of surveys, variables within surveys, and to read and write response data within surveys.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can create questionnaire templates with their organisation's branding, choose from multiple question types, change the language of questionnaire, and build custom reports to suit particular needs.

Scaling

• Independence of resources: Server load is carefully monitored and managed to minimise the impact of demand from other users. Concurrent interview restrictions are in place by survey and account - see service constraints.; ; If fully independent resources are required we also offer the same package installed on customers own servers so the customer can control capacity and load.; ; If an unusually high volume of responses is expected for a short intense period, a custom hosting option is available to load balance the responses across multiple servers.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly number of survey responses
• Reporting types:
  • Real-time dashboards
  • Reports on request

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: United Kingdom
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Survey response data and metadata can be exported (and imported) in a variety of formats. Exported data can then be transferred to an alternative service, transferred to another application or used for local backups if required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Snif (Snap's own interchange format)
  • Triple-S (standard for transferring data between survey systems)
  • SPSS (.sav)
  • TSV
  • TXT
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Triple-S
  • TSV
  • SPSS

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our server availability for the 12 months to end March 2022 was 99.98%.
• Approach to resilience: ANS (formerly UKFast) data centres operate at Tier 3 standards for uptime and availability. They use concurrently maintainable systems including UPS, standby diesel generators and high density infrastructures in excess of 15kW per rack.
• Outage reporting: Service notices are sent within the hosted service, posted on our website, and can be set up as an RSS Feed.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User names and passwords
• Access restriction testing frequency: At least once a year
• 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 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA Limited
• ISO/IEC 27001 accreditation date: Certified 10/07/2007; latest audit certification 17/12/2021
• What the ISO/IEC 27001 doesn’t cover: All controls are in use and all business areas and locations are in scope.
• 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Our information security management system is designed around ISO/IEC 27001:2013 and drives everything we do as an organisation. All activities, services and locations are in scope. We have a full rolling programme of internal audits and are externally audited annually.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We have a mature configuration and change management process in place under ISO 27001. Annex A, controls 12.1.2, 14.2.5, 14.2.6 and 14.2.8 apply and are in place.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We have a mature vulnerability management process in place under ISO 27001. Annex A, section 12.6, controls 12.6.1 and 12.6.2 apply and are in place.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Snap Surveys’ systems are constantly monitored by Snap Surveys’ staff and our security team is on call to respond to alerts.; ; Data centre facilities are constantly monitored by hosting provider staff with immediate escalation for any downtime.; ; Snap Surveys maintains a publicly available system status webpage which includes system availability details, scheduled maintenance and an incident history.; ; Snap Surveys has in place incident management, business continuity and disaster recovery plans. These are all maintained, tested and reviewed on a regular basis.; ; In the unlikely event of a data security event, this will be communicated in accordance with those plans.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Snap Surveys has in place incident management, business continuity and disaster recovery plans. These are all maintained, tested and reviewed on a regular basis.; ; In the unlikely event of a data security event that affects customers, this will be communicated in accordance with those plans.

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

• Fighting climate change:

  Fighting climate change

  Training for our software can be delivered remotely via video platforms, avoiding the need for travel and therefore helping to reduce greenhouse gas emissions.
• Covid-19 recovery:

  Covid-19 recovery

  We provide a pre-designed survey tool that enables employers to measure and report the employee experience of staff that are working from home or in a hybrid model as part of Covid-19 recovery plans. This is available in our Marketplace at https://www.snapsurveys.com/marketplace/ To specifically help support SME's, this is free for organisations with up to 50 employees.
• Tackling economic inequality:

  Tackling economic inequality

  Our service creates opportunities for entrepreneurship and we have many small organisations among our user base, thus supporting economic growth and business creation.
• Equal opportunity:

  Equal opportunity

  Surveys that run exclusively online can be hard to access by disadvantaged members of society, as they may not have internet access or may not be able to use computers, smart phones, and similar devices. Snap XMP allows for surveys to be conducted online, or on paper, or in person by interviewers using smart phone/tablet devices even in areas without an internet connection. The same survey can also be produced in multiple languages, with all results being held within one data set for ease of reporting.
• Wellbeing:

  Wellbeing

  Our software can be used to survey and report wellbeing issues. Two examples are:; -the project for Children's Commissioner for Wales that surveyed the wellbeing of children in Wales during the Covid-19 pandemic (read more at www.snapsurveys.com/customers/ccfw/); -the Safety Climate Tool and the Stress Indicator Tool, both produced in conjunction with HSE (available at www.snapsurveys.com/marketplace/)

Pricing

• Price: £925 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A restricted version of the software, limited to 30 day free trial.

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 info@snapsurveys.com. Tell them what format you need. It will help if you say what assistive technology you use.