Frequently Asked Questions
Straight answers to your NewZapp questions
From data security and deliverability to reporting, pricing and support, find out how NewZapp helps organisations create, send and measure more effective communications.
NewZapp Overview
NewZapp is a secure communications platform designed for organisations that need to reach, inform and engage large or distributed audiences.
You can create branded emails, target different audience groups, publish landing pages, collect feedback through surveys and measure engagement, all from one platform.
Who uses NewZapp?
NewZapp is used by NHS Trusts, Network Rail, public-sector organisations, universities, colleges, housing associations, infrastructure providers, charities and commercial organisations to send internal communications.
It is particularly well suited to communications teams that need dependable delivery, strong governance and clearer evidence of engagement.
Can NewZapp be used for external communications?
Yes. Although NewZapp is widely used for internal communications, it can also be used for customer updates, stakeholder communications, newsletters, membership emails, student recruitment and other external campaigns.
How long has NewZapp been operating?
NewZapp has more than 25 years of experience in email communications. Our team understands the practical challenges involved in reaching large, complex and distributed audiences.
Data security and governance
How does NewZapp protect our data?
NewZapp uses established technical and organisational security controls to protect customer data. Our information security management system is ISO 27001 certified, and we also maintain Cyber Essentials certification.
Customer data is stored on UK-based servers, and our security processes are regularly reviewed and independently audited.
Is NewZapp GDPR compliant?
NewZapp is designed to support customers in meeting their obligations under UK GDPR and the Data Protection Act 2018.
We keep customer data on UK-based servers, train relevant employees in data protection and maintain documented security and data-handling procedures. We can also provide supporting information for your due-diligence and Data Protection Impact Assessment processes.
Is NewZapp available through G-Cloud?
Yes. NewZapp is available through the UK Government’s G-Cloud framework, helping eligible public-sector organisations purchase the platform through an established procurement route.
Does NewZapp provide an audit trail?
Yes. NewZapp records important account activity, helping authorised users understand what happened, when it happened and which user carried out the action.
This supports accountability, internal governance and the investigation of accidental changes or sends.
Can different users have different permissions?
Yes. Named user accounts and permission controls help organisations manage who can access particular areas and carry out specific actions.
This is especially valuable for larger communications teams, organisations with multiple departments and environments where strong governance is essential.
Creating communications
Do I need HTML or design skills?
No. NewZapp’s email editor allows users to create professional, responsive communications without writing HTML.
Your team can add and arrange content using an intuitive editing interface while working within approved templates and brand guidelines.
Can NewZapp create branded templates for us?
Yes. Our design team can create reusable templates based on your organisation’s branding and communication requirements.
Templates are built to work across desktop, tablet and mobile devices, helping different teams produce consistent communications without relying on a design agency for every campaign.
Can several people work on the same communication?
Yes. NewZapp’s collaborative editing tools allow colleagues to contribute to a communication without repeatedly passing different versions between people.
This makes reviews, approvals and shared content creation quicker and far less prone to “final-version-7-really-final” chaos.
Can we send different content to different audiences?
Yes. NewZapp supports audience segmentation and dynamic content, allowing you to tailor messages using information held against each contact.
This means different departments, locations, roles or employee groups can receive the content most relevant to them without requiring a separate campaign for every audience.
Deliverability
How does NewZapp improve email deliverability?
NewZapp works with your communications and IT teams to configure a trusted sending setup for your organisation.
This can include email authentication, domain configuration, allowlisting guidance and ongoing monitoring. The aim is to help your messages pass through corporate security controls and reach the intended inboxes reliably.
Does NewZapp support DKIM?
Yes. NewZapp supports DKIM email authentication, which helps receiving mail systems confirm that messages have been sent by an authorised service on behalf of your domain.
Our team will guide your IT department through the relevant configuration.
How quickly are campaigns sent?
NewZapp is built for high-volume communications and can process large campaigns far more efficiently than sending bulk messages manually through a standard Outlook account.
Actual delivery time can vary depending on campaign size, recipient mail systems and organisational security settings, but NewZapp provides visibility into campaign progress and delivery results.
Reporting and analytics
What can we measure?
NewZapp provides reporting across email campaigns, landing pages, surveys and QR code communications.
Depending on the communication, you can measure delivery, opens, clicks, read time, engagement patterns, device use, bounces and survey responses. You can also compare campaigns and identify the subjects, content and sending times that perform best.
Can we see whether somebody actually read an email?
NewZapp’s read-time reporting helps you distinguish between messages that were briefly opened and those that received meaningful attention.
As with all email analytics, results can be affected by recipient privacy settings and mail-client behaviour. NewZapp therefore presents reporting as useful engagement evidence rather than treating every recorded open as a confirmed read.
Can we compare our results with other organisations?
Yes. NewZapp’s industry benchmarking helps you compare your average open, click and bounce rates with relevant sector averages.
This gives campaign results more context and helps your team set realistic, evidence-based engagement goals.
Does NewZapp integrate with Power BI?
NewZapp data can be securely connected to Microsoft Power BI, enabling organisations to create custom dashboards and combine communications data with other internal reporting.
The precise setup will depend on your reporting requirements, permissions and NewZapp package.
Pricing and contracts
How much does NewZapp cost?
Pricing depends on factors such as your audience size, required features, number of users and length of agreement.
You can request an indicative quote through the NewZapp pricing page or speak to our team for a package based on your organisation’s requirements.
What contract lengths are available?
NewZapp agreements normally begin with a minimum 12-month term. Longer agreements may offer improved pricing and greater budget certainty.
Our team can discuss the most suitable option for your organisation and procurement process.
Why pay for NewZapp when we already have Outlook?
Outlook is excellent for everyday person-to-person email, but it was not designed as a dedicated, measurable communications platform.
NewZapp provides branded templates, audience targeting, dynamic content, high-volume sending, surveys, detailed analytics, permissions, audit trails and specialist deliverability support. It gives communications teams the control and evidence they cannot easily obtain from a standard mailbox.
Setup, training and support
Do we need to install any software?
No. NewZapp is a cloud-based service accessed through a supported web browser, so there is no desktop software to install.
How long does implementation take?
The timescale depends on your data, branding, technical configuration and internal approval process.
NewZapp can be configured quickly, but larger organisations may need additional time for security reviews, data preparation, template approval and domain authentication. Your account manager will guide you through each stage.
Is onboarding and training included?
Yes. NewZapp provides onboarding and initial training to help your team start using the platform confidently.
Customers also have access to ongoing support, training videos, webinars and the NewZapp Help Centre.
Will we have a named account manager?
Yes. NewZapp customers receive support from a UK-based account management team. Your account manager can provide guidance, answer questions and help you get more value from the platform over time.
What if our contact data is held in several systems?
Our team can help you plan how to consolidate, import and manage your contact data.
The best approach will depend on your existing systems, data quality and update processes. We recommend resolving obvious duplicates and outdated records before launch wherever possible.
Can NewZapp help clean our contact data?
NewZapp reporting can identify bounced or undeliverable addresses, helping you maintain a healthier contact database.
However, the platform should complement your organisation’s existing data-governance and HR processes.
From Frustration to Efficiency: Replacing Legacy Systems for Better Performance and Reliability
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