Tom Nyman, Chairman of the Board
To achieve success, any business has to have its finger on the pulse of its two most significant stakeholders—employees and customers. To that end, they need an effective and reliable survey platform that helps them glean vast customer and employee data and generate rich insights to drive better business decisions. Founded in 2005, Netigate is an online-based survey platform company that has already helped more than 3,500 organizations stay ahead of the competition in terms of talent engagement, customer satisfaction, and market share.“With our globally available platform supporting more than 60 languages, clients can quickly discover new insights in an ongoing fashion and take immediate action,” says Tom Nyman, Chairman of the Board at Netigate.
Netigate’s platform has feedback solutions that span the areas of employee experience, customer experience, and market research. The HR surveys cover the entire employee journey, from onboarding templates to measuring Employee Net Promoter Score (eNPS), through pulse and digital exit interviews. Through its Customer Experience solution, clients can measure the popularity of their customer service functions by carrying out NPS surveys, web polls, post-purchase feedback, and much more. On the market research front, Netigate has a dedicated market research team that helps clients evaluate market needs and develop products, mainly though panel surveys. All surveys can be distributed to various individuals by text, email, QR code, or embedded on a site. The individuals can be desk-based employees, field service teams, or customers who complete an in-store purchase. “Using APIs, we have helped thousands of customers across 35 countries with innovative integrations for broader use cases,” says Nyman.
An advocate of sustainable employee engagement, Netigate releases its yearly Employee Engagement report, which is now in its 10th annual edition.
We have seen a significant shift from centrally controlled systems towards more on demand-based solutions where managers (or employees) in the organization can collect insights in an ongoing fashion
Based on the insights it has gathered over the years, Netigate believes that the employee engagement is not the full picture, despite improvements seen over time in the workplace. To address the situation, Netigate has developed a question-set especially to measure sustainable engagement in the workforce so companies and their HR-departments have the tools to improve this area.
Netigate´s platform comes in three license types, Core, Professional and Enterprise where the latter two has more advanced functionalities, modules and support. “We have specialized strategy and analytics teams—with expertise in project management, insight analysts, and market research—that can support with the pre-send strategy and advanced analysis of results,” says Nyman.
They also ensure custom integrations are in place to increase the usability of the platform. “Our training and support teams strive to help clients best use the platform to avoid survey bias and create incisive questions for quality insights,” says Nyman. Living as they learn, the NPS question [“How likely are you to recommend (company) to a friend or colleague”] is distributed after all internal customer success interactions. “We are proud of our support team; over the last year, they had a NPS of 70, which is extremely good.”
Internal client feedback also brings new innovations in the platform to enhance the user experience. For instance, Netigate has invested heavily in aligning itself with the new data privacy and ISO laws in Europe. In addition, the company has released a beta version of its more powerful report section that has abundant tools for analysis and has the ability to work with larger data sets. The new tool will be available in 2020. The company is adding more advanced AI features to its reporting capabilities next year and improving the ease of access to valuable insights that can be game-changing to its clients.