Success Center

FAQ

General

I get a message that my password is no longer valid. Why?

If you get a message that your password is expiring, your Systems Administrator has set it as a security measure. Simply choose a new password. Passwords automatically expire after a maximum of 365 days. This is a security precaution.

Some of my personal details have changed. What can I do?

To change the personal details, e.g. surname or email address, in your Netigate account, please contact your Netigate Administrator. The latter is in your company.

Can respondents interrupt a survey and get back to it?

Yes, this is possible as long as the respondents have a personal link. This includes SMS and email sendout as well as personal logins. Note: The respondent will start from the beginning of the survey but all previous answers are prefilled. They can simply click Next.

How do I set my password?

When your personal login is created the administrator can trigger an automatic verification that will be sent to you via e-mail. This e-mail is sent from info@netigate.se or info@ntgt.de (depending on if you are located on our Swedish or German based server) asking you to verify your account. This link will forward you to a page where you can set a password. You may also click “Forgot your password?” in order to send yourself a reset link.

Note: If you do not receive the verification e-mail, check your spam folder or contact your administrator to get a new e-mail sent to you.

My login details are not working, how come?

There are two possible causes for you login not to work:

  1. You have entered the wrong login information. If you are unsure of what password you have set, press “Forgot your password?” in order to set a new one.
  2. Your user is no longer active and you will need to have your access extended by the Netigate administrator at your company.
My login details have expired, what can I do?

You will need to have your access extended from the Netigate administrator at your company.

  1. Speak to the administrator at your company.
  2. If you do not know who your administrator is, contact your Customer Relations Manager at Netigate.
  3. If you do not know who your Customer Relations Manager is contact the Netigate Customer Success team and they will help you find the correct contact: support@netigate.co.uk.
What are the technical requirements to use Netigate?

You just need a computer with internet connection and a browser. New development and bug-fixing is tested and working for all browsers down to IE9. Netigate does work on older versions as well, it might be less smooth, however.

Can we use single sign-on to login to Netigate?

Yes. Single sign-on (SSO) is available as a custom integration. To learn more about how to setup SSO for your organisation, please contact your Customer Relation Manager to learn more and request a quote. Single sign-on is a user authentication service that permits a user to use one set of login credentials (e.g. name and password) to access multiple applications, like Netigate.

How can we add Netigate to our SPF record?

If you are using SPF for email traffic you can add “include: _spf.netigate.se” to your SPF record.

Can I use DKIM to verify my domain in Netigate?

Yes. This is done by “signing” the email with a digital signature, a field that is added to the message’s header. This is administrated in netigate -> settings -> dkim settings. DomainKeys Identified Mail (DKIM) allows senders to associate a domain name with an email message, thus vouching for its authenticity.

Does Netigate provide a REST API?

Yes. You can find more information on our API page.

Do you do penetration tests?

Yes, Netigate conducts frequent penetration tests.

What is background data and how do I use it?

Background data is known information about our respondents, it can be anything from the first names to what type of customer they are, where they live and what department they work in, as long as we have the information we can upload it in advance to our Netigate account.

Can respondents upload files as answer to a question?

No, due to virus danger this is not allowed.

Create

I removed all text on the introduction / end text but it is still showing

If you get a blank page shown as the introduction or end text after you have removed any text you might have had there make sure to also remove any HTML that might still be saved, usually there is a break (<br>) or space (&nbsp) still saved as HTML code only. You can easily remove this by clicking the HTML button in the HTML editor on the introduction and end text pages when editing the survey and removing everything found there and then clicking save. The pages will no longer be shown at all.

How can I format my question layout in the Multilanguage tool?

To format your questions in the Multilanguage tool, use HTML code. Note, always begin with .
Alternatively, you can go into processing mode of your survey (e.g. information field), set your preferred formatting, and then go into HTML mode (HTML button). Copy the code from here. Go to the Multilanguage tool, add and then the copied text from the processing mode.

Can I include additional questions when I have already added logic to my survey?

Logic mechanisms are linked to the pages where the questions are to be found, not to the questions themselves. We advise you against adding questions later because this can disrupt the logic. The logic will continue to relate to the relevant page and not to the specific question it was associated with. If necessary, you may have to erase the logic and reintroduce it. Basically, we suggest you set up the entire survey before adding the logic.

Can surveys be incorporated using iFrame?

Yes, with the aid of iFrame, surveys can be incorporated into a website. Just add a general survey link to the appropriate iFrame code. For help with the iFrame code, please ask your IT department.
Please note: iFrames are only possible with links to our Swedish server (recognisable by the URL: netigate.se).

Can I use pictures as answer options in my questions?

Yes, you can choose the question type radio button and add pictures to your answer options. Alternatively, you can embedd pictures with a customized script. For this option, please contact your Netigate contact person (CR manager).

What should I use: Radio Button or Checkbox?

Radio Buttons are a one-answer solution in Netigate. They are perfect if you have, e.g. a Yes/No question or if you want the respondents to choose on a scale (e.g. 1-5). Basically, all questions where the respondents should only be allowed to choose one answer alternative.

Checkboxes are a multiple-answer solution in Netigate. You use this question type when you want the respondents to be able to choose more than one answer alternative. You can even determine how many alternatives the respondent can select, e.g. max. 3 answer alternatives.

Required answers

When you create a question you can choose to make them mandatory. By selecting the checkbox Required, the respondents will have to answer the question in order to proceed with the survey. If respondents try to continue without answering the question an error message will appear informing them that the question they are at is obligatory.

When and how do I use weighted questions?

In Netigate you’ll be able to weight your Radio Buttons and Matrixes. When you weight your questions you’ll get an average and standard deviation in the results for your survey. The average and standard deviation will be calculated depending on the values you enter for each option, for example, if you use a scale of 1-5, 0-4 or 0-10.

Can I use my own numbering for questions?

Yes, you can number your questions by adding your numbers to the header in your question. If you do this, turn off the automatic numbering of questions by going to Other Settings and change Show page numbers to No.

How do I change the position of questions?

When you create a survey, every page becomes a numbered tab which is always placed between the Introduction and the End Text. You can move these small tabs either by clicking the arrows to the right or left (they show when you are in the respective tab) or by drag-and-drop.

If you want to change the position of questions which are on the same page you can easily do so with the arrows which show in the right margin when editing your survey.

How do I copy a question?

To copy a question you need to be in the edit mode of your survey and choose the import function from the menu on the left. Click Import, open the drop-down My Surveys and find your survey on the list (they are sorted by creation date with the most recent survey at the bottom). Click on the name of the survey and find the question you want to copy. Click on the copy symbol to copy the question. Click Add to paste the question into your survey.

 

Is it possible to change response mechanism after the question has been saved?

Yes, it is possible for most of the response mechanisms. Please note that all response mechanisms are not convertible to all types of response mechanisms. Log in to your account as usual, click on View results or edit survey and then click the Edit-symbol. Go to the Overview-tab and click the Edit-symbol for the question at issue, a new window opens. Select Save as other mechanism at the bottom of this page. In the menu you see the mechanisms available for this specific question.

How can I add video to my survey?

With the help of our media function, you can easily add videos from youtube and vimeo by copying the link from the videos and pasting it into the media function.

How do I change the end date of my survey?

All you have to do is edit your survey, click other settings and you can now change your end date. After you’ve changed the date make sure you scroll down and click save.

Can I edit my questions in an ongoing survey?

Yes, to a certain extent.

Example: You can easily add questions to your survey but you should be careful if your survey contains logic! If you want to add new alternatives to an existing question you have to add them at the bottom of the already existing answer-alternatives. In the report, you can sort your alternatives alphabetically for a clearer overview.

How can I test my survey?

You can test your survey by clicking the Preview button in the upper right corner. Be sure to be on the tab All to see a preview of the entire survey. You can preview every single question by using the Preview button when you are in any of the numbered tabs. Another way to test the survey is to go to Distribution menu and click on the Testlink button in the upper right corner. This preview allows you to see the multi-language settings if you have made any. If you want to send a test mail of your survey you can do this by going to Mail Sendout and clicking the Testmail button. Type in the address you want to receive the test survey at.

Distribute

The link to my survey dosen’t work

If you have respondents contacting you saying the link they’ve received dosen’t work double check the following things:

  • Make sure the survey is activated and online.
  • Ask them to copy & paste the link in to a new browser tab/window instead, in some cases settings made in the respondents e-mail client can make links not clickable.
  • Have they been accidentally removed from the send out in your survey? Edit the send out in your survey and check the respondent list.

If any issues still persist please do contact us and we’ll gladly help!

Can you use an alias for links to surveys in Netigate?

We offer Branded URLs. These let you give your links individual names. Please contact your CR Manager for further details. Alternatively, you can search the term ‘URL shortener’ or ‘shorten link’ online. Here you will find many websites offering such a service. If you want to use the link to printed media (e.g. flyers, newspapers), we recommend you use the QR code. The participant can then simply scan it. We recommend a mobile-friendly design for the survey if you use QR codes.

Why is the calendar in my sendout greyed out?

The end date of your survey has expired. Go to survey settings and prolong the end date.

Can I use background tags in the subject of an email?

No, unfortunately this is not possible. You can use background tags in the email copy and in surveys.

What is the difference between an e-mail survey and a link survey?

By selecting E-mail survey your survey is distributed as a link though e-mail. The system uses the respondent’s e-mail address to identify the individual respondents.

By choosing Link survey your survey is distributed via a link. You can share this link in different ways, e.g. by e-mail or on your website. Since a link survey cannot be connected to a specific e-mail address, the survey is held anonymously.

Why can’t I choose a specific date for my send-out?

The send-out date must be sometime between the survey’s start date and min. one day before the survey’s end date. If you cannot choose your desired send-out date you will need to go to Other Settings in your survey and change the start and/or end date of the survey.

Is it possible to add a reminder to my survey?

Yes, it’s easily done. Log in to your account as usual, click View results or edit survey and then click the Edit-symbol. In the left menu under the Distribution you click the Mail-tab. At the bottom of the page you find the date settings for the reminder. Select the date you want your reminder to be sent out. If you, for example, choose 2 March, the reminder will be sent out at 00:01 on 2 March. Click the green arrow to save and continue.

Is it possible to select and save two reminder dates?

You can add one or more reminders to your send-out. To do so, please click on Add Reminder in your Mail or SMS send-out. You will get the option to choose date and time of your reminders.

Is it possible to change the date for an already saved reminder?

It is possible to change the date both before and after you have sent out your survey. Log in to your account as usual, click View results or edit survey and then click the Edit-symbol. In the left menu under the Distribution-tab you click the Mail-tab. At the bottom of the page you find the date settings for the reminder. Select the new date you wish to send out your reminder and then click Reset reminder. Netigate automatically changes the date. Under the Order-tab you will now see your new reminder date.

What happens if my respondent list contains duplicates?

Netigate automatically recognises if the Excel file you upload contains doublets. This means there is no risk that you distribute a survey twice to the same person. Note: If you use several Excel files, the system will not recognise duplicates from different files.

How do I see if a survey has been sent?

By going to the Distribution tab in the left menu you can see your saved send-outs in one list. On the right-hand side, you can see Respondents and Sent. Under Sent you can see a number which shows you how many people the survey has been sent to. Also, the status on the left-hand side changes from a green dot to a green tick.

Is it possible to add additional respondents to an already active survey?

Yes, it’s easily done. Log in to your account as usual, click View results or edit surveys and then click the Edit-symbol of the survey. In the left menu choose distribution and click the Respondent-tab. Enter the e-mail address for the new respondents you wish to add and then click Add Respondents. Go to the tab Order and click Activate survey.

How do I add more respondents to my existing email send-out?

To add new respondents to an existing send-out you first need to Edit your existing send-out. You can do that by either clicking the name of the send-out, the Pen-Symbol at the right side of the send-out, or directly on the number of respondents. Go to the tab Respondents, click Add email addresses and add the email addresses in the box of the pop-up. Click Add to finish adding new respondents. By clicking Continue you will come to the next tab Order. When you can click on Order at the bottom of the page the email will be sent to the newly added respondents.

How do I send my survey to a respondent that deleted the e-mail?

To resend the survey to a respondent that’s already in the distribution list you will have to remove them and then add them again. To remove one or more respondents from the sent-list, click edit (pen-symbol) under the respondents menu in your send out. Once the respondent is removed you can add them again and activate the send out under the order menu in your send outs.

Analyse

Why is my NPS question portrayed differently in the PPT export than the Netigate report?

In a Powerpoint export, only the data will be extracted from the tool. The NPS score will, therefore, be shown as a bar chart. As a workaround, you can take a screenshot of your Netigate dashboard NPS results and paste it into your PPT.

What are the values shown for weighted answer options?

In the table you can see the value Average which is the arithmetic mean and the Sigma symbol which is the standard deviation.

Can I do a conjoint analysis in Netigate?

Yes, you can export the results and do the analysis via SPSS or contact our PS team.

How can I see who has responded to my survey?

If you have set your survey to anonymous you cannot see who has answered. If your survey is not anonymous you can see the respondents by going to Respondents in the menu to the left (if you are in the result section of your survey). Here you can see the list of respondents with respective labels.

How do I filter the result of my survey based on the questions asked?

Go to the question you want to base your report on and click on the number of answers for the specific option you want to see and then “+” to include the option or “-“ to exclude it. To apply the filter to your report, click “OK” and the report will reload.

What happens when I click reset in the report?

The report of your survey will reset to your total result. All answers to the survey are available. This function helps you to easily go back to your full report after you have used filters and breakdowns. If so desired, you can now start with new filters and breakdowns.

Why are some results marked in red?

Results marked in red are the most common answers.

When and why do respondents end up under the different tabs from the respondent list page?

The tabs under the respondent list page are there to show us the respondents that haven’t clicked the link to the survey (not accessed), the respondents that clicked the link but haven´t answered any questions yet (accessed), and the respondents that have answered one or more questions (answered). Keep in mind that each question will display an answer frequency; the answer frequency helps to see if we’ve had any respondents that have dropped-off in the survey. If you want to know more about drop-offs in your survey you can use the Drop-off frequency per question function under the modules tab.

Data Retention

What will be deleted when I use Partial delete?

Open text answers, background data and respondent contact details. These will then have effect on any reports and shared reports saved.

Can you choose exactly what data to delete in the partial deletion?

Not at the release date. At the moment both contact information and open text answers will be deleted. We are working on adding the functionality to make it easy for you to only delete background data or free text answers or both.

What will be deleted when I use Full delete?

All answers connected to the survey, all reports connected to the survey, all respondents connected to the survey, all questions and send-outs connected to the survey will be removed, all translations connected to the survey will be removed.

Any way to disable full deletion on a specific survey?

If you do not want one or more specific survey(s) to be delete after X days set with the account level retention settings you can use the retention settings on survey level instead and have a date set there that is later then what would happen with the account level settings.

Which setting will overwrite which one? Account setting or survey level setting?

Retention settings on survey level will override any settings made on account level.

What will happen to surveys that are ongoing and have a end date that is 1 or more years away?

The retention settings on account level are set and connected to the end date of a survey so those will not have effect on the survey until the end date has passed. You can instead use the survey level retention settings to have a partial delete at certain dates instead, for example the first day each quarter.

If employees (respondents) ask to have their historical response deleted, does that mean the historical results on group level will be altered?

Yes, if you use the functionality to delete one or more answer connected to a survey that will change the calculations for each and every question affected, for example NPS values might be higher or lower.