Netigate Success Center



Why do my filters not apply when exporting in raw data? 

Raw data always contains ALL of your results. Individual settings, such as filters, will not be applied.

Related: Why do my filters not apply when exporting in raw data? , Why do my filters not apply when exporting in raw data? 

When i want to open my survey results, I am asked if I want to continue or reset. What does that mean?

In that case, you have probably applied a filter or similar the last time you worked with your report. If you want to continue where you left off, click continue. If you want to look at all results without filters or breakdowns, click reset. This will not delete any data.

I want to delete a saved report, alternatively change its name. How do I do that?

You have the option to change/delete a saved report in the tool by following the instructions below:

  1. You log into the tool and click on the report symbol in the survey you want to work with (first symbol to the right from the language flag)
  2. You click on the button save & load
  3. Afterwards, you click on the button manage report. Here you can find all of your saved reports of the survey with possible filter and series.
  4. You can click on the trash can symbol to delete the report in question.
How can I view a report in a different language?

Go to the report, choose Settings in the top bar and choose the survey language in the resulting pop-up. This only works if you have Multilanguage enabled for the survey in question.

How can I identify and compare respondents from different send-outs?

In Netigate, results will be filtered by time of answer and not time of send-out. The filter function in the report, therefore, shows you what time the answer came in and does not allow you to draw conclusions for the time of the send-out. For ongoing surveys, where you regularly add new respondent lists, it can be helpful to filter for the exact send-out. To achieve this, you need to add background variables, e.g. month or quarter. This allows you to filter the results and to compare various different time intervals.

Can I customise my exports?

Excel and raw data exports cannot be individualised in form of a template within the Netigate account. If you wish to make changes, you do so directly in the exported file. Powerpoint templates can be individualised and stored as a template for all exports. You can read more about this in our article about Powerpoint templates.

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.

Related: What are the values shown for weighted answer options?

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.

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.

Why are some results marked in red?

Results marked in red are the most common answers.

When and why do respondents move between the different tabs on the Respondents list page?

The tabs available on the Respondents list page are there to show you the progress status of each respondent. ANSWERED refers to the number of respondents who have answered one or more questions. COMPLETED  refers to the number of respondents who have completed the survey. ACCESSED refers to respondents that have clicked the survey link but have not answered any questions yet. Finally, NOT ACCESSED refers to those respondents who have not clicked the link to enter the survey.

Keep in mind that each question in the survey will display an answer frequency, which will help you to understand if any respondents 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.


How can I export questions (without answers)?

Navigate to your survey overview and click the printer symbol.

On the page that opens, you will see a PDF symbol in the upper right corner. Click it.

Note: This PDF version is suitable for your own documentation, but it is not designed to be used as a paper survey.

If you want to print the questions including the answers, use the Export function and export as a PDF.

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

If you get a message saying 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 the Netigate Administrator at your company.

Can respondents interrupt a survey and continue it later?

Yes. As long as the respondents have a personal link, they can exit the survey and then carry on where they left off when they open it again. This applies to SMS and email sendouts as well as personal logins. Note: The respondent will start from the beginning of the survey but all previous answers will be prefilled. They can simply click ‘Next’ to continue past any completed questions.

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 or (this depends on which of our servers you are based on— Swedish or German) asking you to verify your account. This link will forward you to a page where you can set a password. You can 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. Why?

There are two possible reasons why your login details are not working:

  1. You have entered the wrong login information. If you have forgotten your password, click ‘Forgot your password?’ on the login page to set a new one.
  2. Your user account is no longer active and you will need to have your access extended by the Netigate administrator at your company.
    If you do not know who your Netigate administrator is, contact the Netigate Customer Support Team and they will help you find the correct contact:
My login details have expired. What should I do?

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

  1. Speak to the Netigate administrator at your company.
  2. If you are a Netigate administrator, please contact the Account Executive at Netigate.
  3. If you do not know who your Account Executive is, contact the Netigate Customer Support Team and they will help you find the correct contact:
What are the technical requirements to use Netigate?

To use Netigate, you need a computer with an internet connection and a web browser. Netigate is committed to supporting the most popular, modern browsers:

  • Chrome 22 and later
  • Firefox 28 and later
  • Safari 7 or later
  • Microsoft Edge
  • Internet Explorer 11

We recommend that you always use the latest version of your favourite browser since older, unsupported versions might contain security vulnerabilities.

Can we use single sign-on to log in 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.

Do you do penetration tests?

Yes, Netigate conducts frequent penetration tests.

How can we add Netigate to our SPF record?

If you are using SPF for email traffic, you can add one of the following Netigate domains to your SPF record. Select the correct version to match your server:
Swedish server:
German server:

You can find more information in our support article.

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 header. This is managed 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.

What is background data and how do I use it?

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

Can respondents upload files as an answer to a question?

No. Due to the risk of virus transmission, this is not allowed.

Can I customise the ‘Survey is inactive’ page?

No, there is no option to customise the Survey is inactive page, since this is a standardised page for all surveys.


How can I resend the personalised link to a specific person in a personalised e-mail?

In the Distribution overview, you will find the option to send a reminder to individual people. This is different to the option to send reminders to whole groups of people (people who have not answered yet, for example). Once in Distribution overview, select Sent objects and click on the linked number. A pop-up window will then appear, showing a list of all participants. Locate the person you would like to send a reminder to and then click the e-mail icon next to their name.

Opt-out. Where can I see who has opted out?
  1. Per survey: Check the respondent list in your email send-out. Respondents that opted out, will have a label in a new column called opt-out. You will see the date they opted out as well.
  2. General: As admin, you can go to account settingsblocklist. Here, you can see all respondents from the entire account that are blocked (clicked on the opt-out link, were manually blocked, etc.).
Can I add background variables even after send-out?

It does not matter if you import background variables before or after you send out your survey. What is important, however, is that the respondent list has been uploaded for the survey and, ideally, contains all background variables. It is important to import background data before the send-out if you want to base logic on your background data.

I want to reuse a survey, how do I do that?

You can create a new send-out for an existing survey. To do this, go to your survey and choose the preferred distribution method (e.g. via e-mail). Alternatively, go to your existing send-out and add a new respondent list (even if the list contains the same respondents) and order a new send-out.

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!

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.

Related: Why is the calendar in my sendout greyed out?

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.

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.

Is it possible to add a reminder to my survey?

Yes, it’s easily done, whether a survey is active or inactive. 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.

Related: Is it possible to add a reminder to my survey?

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.

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.

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.

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.

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 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.


How can I copy a page of my survey?

Select the survey you want to add the copied page to and enter Edit mode. Once there, select Import from the menu on the left-hand side. Here, you should locate the survey containing the page you want to copy (note that surveys are listed from oldest to newest). Once you have located the survey, you should then select the relevant page from the dropdown menu. Click Add and the page will be added as the last page in your survey. You can then move the page to where you want it.

Can I delete an answer option in an ongoing survey?

No, because this would change the order of answers and cause the report to be incorrect.

However, it is possible to hide any answer option using logic. To do this, locate the relevant question in Edit mode and select the Logic option. In the Logic box that appears, you can choose to hide the whole question, or a single option. To choose a single option, click on the box that will initially say Question. A dropdown menu will then appear containing all of the options available for that question. Select the option you want to hide and under WHEN, select always.

Once this logic is applied, respondents will not be able to see the option you have chosen to hide. Historic survey data remains, which allows the report to remain intact.

Why is ‘Create a survey’ greyed out?

You do not have the user rights to create a survey. Please contact your administrator about it.

What is ranking and how do I use it?

Ranking allows respondents to rank/choose the order of their answers in response to a question. For example, they may be asked to rank a selection of factors from most to least important. Respondents can only select each column once.

To use ranking in your surveys, you must be in Edit mode and choose to add a Matrix question type. Once you have added your question content, mark the Ranking checkbox to activate ranking. The respondent will then automatically see the ranking in the form of a classic matrix.

Related: What is ranking and how do I use it?

Can I attach files to a survey or a sendout?

No. Due to the risk of virus transmission, the attachment of external files is not permitted.

I removed all text from the introduction/end text but it is still appearing

If you see a blank page appearing as the introduction or end text, despite having deleted all text, it probably means that there is still some HTML code remaining on the pages. You can easily remove this when you are editing the survey, by clicking the HTML button in the HTML editor on the introduction and end text pages. Once here, you might see residual HTML code like break (<br>) or space (&nbsp). Simply delete any remaining text and/or code before clicking Save. Thereafter, the pages should no longer appear.


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 relevant questions are found, not to the questions themselves. For this reason, we advise against adding questions after adding logic to a survey because the logic will be disrupted. If it is necessary to add questions after you have already added logic, you may have to erase the logic and reintroduce it.

Essentially, we advise setting up your entire survey before adding logic.

Can I use pictures as answer options in my questions?

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


Can surveys be embedded using iFrame?

Yes, with the aid of iFrame, surveys can be incorporated into a website. This allows you to show a survey directly on your homepage. 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:

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.

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 add/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.

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 move a question to another page, go to the tab ALL and drag and drop questions to the desired location.

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 can I test my survey?

You can test your survey by clicking the Preview button in the upper right-hand corner. You must be on the All tab 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 the Distribution menu and click on the Testlink button in the upper right-hand corner. This preview allows you to see the multi-language settings if you have made any. If you want to send a test version of your survey you can do this by going to Mail Sendout and clicking the Testmail button, before typing in the address you would like the test email to be sent to.

What should I use: Radio Button or Checkbox?

Radio buttons are a one-answer solution in Netigate. They are perfect if you have, for example, a Yes/No question or if you want respondents to choose on a scale (e.g. 1-5). Essentially, they are a good choice for all questions where respondents should only be allowed to select one answer alternative.

Checkboxes are a multiple-answer solution in Netigate. You use this question type when you want 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 are creating individual questions for your survey, you have the option of making them mandatory. By selecting the checkbox Required, 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 they are obliged to provide an answer.

How do I copy a question?

To copy a question, you need to be in the edit mode of your survey. Once there, select the Import function from the menu on the left-hand side of the screen. Click Import, open the drop-down menu labelled My Surveys and find your survey in 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.


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.

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

What will be deleted when I use Full delete?

All of the following will be deleted when you use Full delete: All answers connected to the survey, all reports connected to the survey, all respondents connected to the survey, all questions and sendouts connected to the survey, and all translations connected to the survey.

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 data deleted, does that mean the historical results at group level will be altered?

Yes. If you use the function to delete one or more answers connected to a survey, the calculations for each affected question will change. This can have wide-reaching effects; for example, NPS values could become higher or lower.