The Silicon Review
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Online survey solutions offer a more efficient and effective way of conducting surveys. Gone are the days of printing thousands of paper questionnaires and spending excessive administrative resources managing the process. With online survey solutions, businesses can now create and distribute surveys quicker than ever before and view incoming responses in real time. Unlike paper methods, data is collated automatically online, making for speedier and more powerful analysis. The way results are communicated and shared is also transformed, thanks to the ability to compile reports in minutes. All in all, the move to cloud based survey solutions allows companies to conduct faster, smarter and quicker feedback processes.
Netigate is one of the leading European providers of cloud-based services for online surveys. Headquartered in Sweden, they help organizations gain valuable insights, make better business decisions, and improve processes with their services. Netigate boasts of clients across the globe, including Elextrolux, Ericsson, Vodaphone, and E.ON. The company specializes in the areas of customer satisfaction, employee engagement, and market research.
In conversation with Tom Nyman, Chairman of the Board at Netigate
Q. Why was the company set up? And have you expanded your company and its offerings over the years?
Netigate started out as an implementation of a customer experience system for a larger Swedish company. The project became very successful and the solution was transformed into a product that became the cornerstone that many organisations use in their work on the customer and employee experience. This was in 2005 and 14 years later Netigate has helped more than 3500 organisations in their efforts to drive progress through the use of feedback surveys.
Q. How successful was your first project roll out? Share the experience.
The very first survey was sent in 2003, two years before we were officially Netigate. The company has been built on sound business decisions and has been profitable since day one. As a company we have a board of shareholders but have not needed further investments. We have won several awards over the years, such as the European Business Awards and other recognitions for innovative capacity, company growth, and profitable entrepreneurship.
Q. What kind of mixed responses have you received from your consumers over the years?
Early on we saw the need to complement customers’ market and product research with panel surveys. As a result, we established collaborations with panel providers, which helped to support our customers in their feedback endeavours. It is a welcome additional service, mainly for existing clients in the Voice of Customer segment. Looking back at the last year, Netigate received a NPS score of 70 in customer success interactions, which is a great result. “Does this make us the best Survey Platform when it comes to helpful support? We hope so!” Netigate challenges the company’s competitors.” We have always valued the feedback where improvements are suggested and that is an important aspect of how we have grown the company over the years. For Netigate, to help our customers gain and compete for talent, market share and customers is our driving objective.
Q. Regarding adaptability, how do you stay relevant to consumer interests and needs in this highly volatile market?
Our guiding principle is ease of use, no matter our customer’s business goals or survey experience. Due to the way the company is organized, we can be very flexible and meet the specific needs of each customer. We can do this by combining add ons and integrations with an open API. We are seeing a big shift from centrally controlled systems towards more on-demand based solutions, where managers (or employees) in an organization can collect ongoing insights. This is key to increasing the usage of survey insights in an organization and we see this trend manifesting in conversations with companies where they want to open up the feedback process to larger parts of the business. In terms of Voice of Employee surveys, employee engagement has long been a core focus, here we are advocating the need to progress and look at sustainable engagement. A yearly report we release show that what engages and motivates the workforce has not changed much in the last 10 years. We also see that workplaces have improved overall, yet there is a visible increase of people in the population feeling worse, management therefore need to be smarter about understanding the factors that contribute to this. Our Employee Experience Program has put together a method of measuring sustainable engagement.
Q. What future plans for products and innovations can we expect from Netigate?
We are launching a new and improved Netigate platform at the beginning of 2020. Currently in the beta phase, our reporting functionality has been developed to give users a more powerful way of analysing and sharing their feedback results. We are also further improving our user journeys with several new modules that will make integrations easier. As we look further into 2020 we are also adding more advanced AI features to the reporting.
Meet the invigorating Chairman of the Board, Tom Nyman
Tom Nyman is the Chairman of the Board and also the single largest owner of the company. He comes from a background as CEO, Investor and Entrepreneur and has worked internationally in both private and public companies. He brings knowledge and experience to Netigate from being Chairman for several other company boards, primarily with a focus on later-stage technology companies with international ambitions.