The Surveys package includes creating and distributing the right survey, to the right person, at the right time. You may also be familiar with its original name, "Netigate Feedback", though we now refer to it as the Surveys package.

You can invite everyone in your org to Netigate, free of charge. We believe that everyone should be responsible for the voice of the customer/employees, so we do not restrict how many people can interact with your feedback.

Creating a survey with your own custom questions, translations, and visuals. We have a guide on How to Create a Survey that covers the steps in more detail.

We have a variety of ways that you can send a created survey to your users. This includes a standalone URL, emailing the survey to your users, having the survey installed onto a webpage, and more. Check out the full list of distribution methods.

You can customize your surveys so that people get asked different questions based on the answers they provide. We have a guide on implementing logic into your survey if you are interested.

Custom Domains allow you to send surveys through Netigate using your own domain, instead of the default Netigate domain. This means emails sent to your users come from "you" instead of "us". Read more about custom domains in our knowledge base.

The results package includes everything in the Surveys package, as well as:

Configure and customize a variety of bar graphs, line graphs, pie charts, and more, to find analysis that works for you and your data. Detailed Custom Graph options can be found from our Custom Graphs doc, with example use cases here, and even a webinar on how we recommend you use Custom Graphs.

We offer the ability to get breakdowns of your overall KPI, as well as how that KPI has been performing over time, or in relation to other surveys and touchpoints. This same breakdown can be recreated for any Metric in your survey, such as 1-5 questions, CSAT, NPS, etc.

Netigate offers the ability to analyze any metric, across any touchpoint. This includes Online Reviews, NPS Surveys, Customer Experience and Employee Experience, Social Media Comments, CSAT Surveys, and even entire Conversations, such as those from your support team or in Teams or Outlook.

Whats more, is that with the right setup, you could compare and contrast those answers against each other, to see how your low Employee Experience might be affecting your Customer Experience, or vice versa.

The Groups feature allows you to control what your users can see and access within Netigate. As an example, you can make it so that Users from a certain region or team, can only see feedback associated with their region or team.
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With Groups you can create rules and restrict access to sensitive data or Touchpoints, so that not everyone can see everything. Read more about Groups in our knowledge base.

Dashboards allow you to organize your touchpoints at a glance. Dashboards are ways to organize your data, and you can create Dashboard Groups that restrict who has access to them. For example, you could make a Dashboard Group for your Employee Experience data, so that all your EX data lives in one place, and only the people who need access can see it. Read more about Creating Dashboards or Sharing Dashboards.

The Light Insights package is our package with Light AI features. It includes all things from the Surveys and Results packages, as well as:

Netigate has the ability to translate open text comments that gets submitted into your desired language. While we can translate feedback from over 150 different languages, we can only translate feedback into:

After choosing one of the languages above, any feedback that gets submitted to your account will get translated to your chosen language. You can also, at any time when viewing the feedback, choose to see the original untranslated comment.

Summaries and Insights are powerful AI features that can save you time and effort in understanding your feedback.

The Insights package is our Premier AI package. It includes everything in the previous packages, as well as:

Topics are how Netigate organizes what your users are talking about. Every open text response that passes through Netigate gets analyzed and put into a Topic based on keywords and phrases found within the open text. Your Topics are created by an AI, but they can be edited and tailored to fit your specific needs and use cases. See an example Employee Experience Topic Set below:

The Red and Green bars next to a Topic tell you how much that Topic is Impacting your overall score. You can read more about what a Topic is and how those bars are calculated for NPS and for Linear data in our knowledge base.

You have the ability to edit the Topics that are created through Topic Modeling. These Topics can be renamed and configured to track specific things that matter to your organization. For example, creating a "Discrimination and Bullying" topic to track in Employee Experience data. Generally speaking, there wont be enough feedback around that subject for the AI to create a Topic for it, but you can manually create one because tracking it matters to your organization.

Read more about creating and editing Topics in our dedicated article.

Our AI can look at open text comments submitted by your users, and based on what they are talking about and the language used, our AI can determine whether the user is speaking Positively, Negatively, or Neutrally. This determination we call Sentiment, and we use it to help calculate trends within your data.

You can read more about Sentiment in our article. Below is an example of a comment that has Positive Sentiment in it:

Ask AI is a powerful tool that lets you ask any question you want about your data. You can select any type of data you want (such as from a certain timeframe or touchpoint) and then Ask AI what you want to know about this data. Our AI will then generate you a clear and reasonable response to your question, based on the open text comments your customers have left. Check it out below:

We have an article that covers Ask AI in more detail, as well as a webinar that showcases common use cases and tricks to get the most out of the tool.

The Insights package also gets you access to a dedicated CSM and Analytics expert. The CSM can help you bring in your data so that it works the way you want it to, and you will regularly meet with your CSM to make sure that you are achieving your goals within the platform. The Analytics expert will be there to help train a custom AI for your Topics and Insights, that are tailored to your specific data.

Netigate offers the ability to anonymize parts of your users open text comments, based on rules that you define. By default, our anonymization engine will anonymize things like email addresses, phone or pin numbers, and common first and last names.

You can also customize the anonymization engine to anonymize things that are specific to your organization, such as product lines or teammate names. Read more about anonymization in our article.

Below is an example of anonymization from an Employee Experience case, where the system has automatically removed a name and replaced it with <PERSON> and a number with <NUMBER>. There is no way for anyone to view the unanonymized responses.

Single Sign On is a service that allows you to log in to Netigate using your work email and directory. After SSO has been turned on, you will no longer need to invite people to join Netigate. Assuming they are in your Directory, they can navigate to the login page, put in their email, and immediately get access. This reduces manual invites and makes getting new users into Netigate a faster, more secure process.

SSO needs to be installed before it can be turned on. Please refer to our guide on SSO installation for more info.

Netigate has the ability to use entire conversations within the platform. This includes speech-to-text transcribing of voicecalls, as well as text first conversations like email threads, WhatsApp conversations, Slack chats, and more. We then take that text and upload it to your Netigate dashboard.

This will allow you to view your conversations with all of Netigate's incredible analytics tools, such as Sentiment analysis to tell if the conversation was positive or negative, Topic tracking so you can be automatically notified if a customer calls in to cancel, or root causes of the conversation and the customers issue.

Read more about conversations and how it works in our knowledge base.

Netigate has the ability to remove parts of your users comments before they get added to the system. This is often done to remove "junk" that is present in Conversational data. Things like "How are you today" or "Uhm, give me a moment" that aren't relevant to the overall conversation.

This data cleaning is done on a case by case basis, depending on what needs to be cleaned. The cleaning process is handled entirely by Netigate. Please contact your CS manager or a Netigate Sales rep if you want more info on data cleaning.

AI Filters allow you to create a question that will be associated with each feedback. An example question could be something like:

Our AI will then take your question, and for each individual feedback, attempt to answer that question. So if you have 100 comments, AI Filters would be able to tell you how many it believes describe a software bug, a break down for each main emotion in the 100 comments, or how many people among them are likely to churn.

Read more about AI Filters in our knowledge base, where we cover common use cases and examples.

IP Whitelisting allows you to create multiple IP Addresses (or even a range of IP addresses) that will be associated with your account. After turning this feature on, only those who are logging into the account from a whitelisted IP will be able to login successfully. This is an extra layer of security, especially for those companies who use a VPN - we can whitelist the VPN IP so that Netigate can only be accessed if the employee does it from the company VPN.

IP Whitelisting must be configured by Netigate's engineers. If you would like to get started with IP Whitelisting, please contact your CS manager or a Netigate Sales rep.