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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

Pricing

£995 a licence a year

  • Free trial available

Service documents

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 14

Service ID

9 9 7 4 5 7 1 5 7 7 2 0 1 5 6

Contact

Snap Surveys Ltd Marianne Witts
Telephone: 020 7747 8900
Email: 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
  • Desktop App: Windows 10 or later
  • Mobile App on Apple devices: iOS 8 or later
  • Mobile App on Android devices: Android 5.0 or later
  • Mobile App on Windows devices: Windows 10+ with a browser
  • Mobile App on Kindle Fire HD devices: OS5 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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
This has been undertaken by our Webchat microservice provider.
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 Online at any time using the ‘Export all data' function. Response data and metadata can be synchronised and exported (and imported) from Snap Desktop 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
  • 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 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 April 2024 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
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
MFA and 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 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
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 17/12/2023 this expires 16/12/2024
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
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
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

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

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.

We have put in significant solar panel capacity at our offices in our move towards net zero.

The majority of our staff now work full time from home significantly reducing our travel and office energy related carbon footprint.

We chose our cloud hosting providers ANS and Microsoft Azure in part because of there climate goals.

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. To specifically help support SME's, this is free for organisations with up to 50 employees.

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

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. Our system 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 comprehensive reporting.

Wellbeing

We built the Wellbeing at Sea Tool (via our a client). This tool is intended to support the mental health and wellbeing of seafarers, and provides personalised recommendations and resources to each respondent who completes the online survey. The same approach could be applied to other projects, if required.
Our Stress Indicator Tool, built in conjunction with the UK Health and Safety Executive (HSE) helps employers identify areas to improve to prevent and manage work-related stress. The results can be used in the risk assessment element of HSE’s Management Standards.

Our software is used by a well known cycling and walking charity making it easier for people to take up walking and walk and cycling.

Our software is used by a Royal Society engaged in the Prevention of Accidents to promote home safety, road safety and workplace health and safety.

Our software supports the a well known children's charity services team help make 1 million children a year safer from abuse.

Pricing

Price
£995 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

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.