Stockholm, Sweden – March 2, 2020
Netigate was announced as a Silver Stevie® winner last Friday. The award was announced at the 14th annual Stevie Awards for Sales & Customer Service.
The category: Customer Service Department of the Year – Computer Software – 100 or More Employees category.
The Stevie Awards for Sales & Customer Service are the world’s top honours for customer service, contact centre, business development and sales professionals. The Stevie Awards organises eight of the world’s leading business awards programs, including the prestigious International Business Awards® and the Stevie Awards for Great Employers.
The awards were presented to honourees during a gala banquet on Friday 28th February at Caesars Palace in Las Vegas, NV. More than 600 executives from the USA and several other nations attended.
Netigate – the only Swedish company nominated in the awards – was announced a Silver Stevie® winner on the night. The category had about 40 companies, and the competition included companies such as Kaspersky, Loopio and Mailchimp, among others.
The judges looked at over 2,600 nominations in all categories from 48 countries. 180 professionals worldwide in seven specialised judging committees that gave scores to the nominated companies.
Feedback at the heart and soul of the teamAnika Neubert, Head of Customer Service, was proud of the feedback her team received from the judges, with one comment in particular striking a chord. It was about having mastered the way of feedback “to actionable steps and [to] make it part of the heart and soul of the team”. Anika says “that is especially lovely to hear since Netigate is an Enterprise Feedback Management company. Using surveys in the Netigate feedback platform is a way to get good and actionable feedback to create progress. Ultimately, this is what we wish for all our customers. We are here to help our customers with all queries, big and small, so that they can have successful feedback programs.”
We are here to help our customers with all queries, big and small, so that they can have successful feedback programs.
– Anika Neubert, Head of Customer Service at Netigate
“Stevie Award winners from around the world should be very proud of their achievements. The judges were impressed with the vast range of nominations submitted for 2020 and have agreed that their accomplishments are worthy of public recognition,” said Stevie Awards executive chairman, Michael Gallagher.
The road to becoming a 2020 Silver Stevie® winner
The Customer Service team at Netigate has had three main focus areas over the past 18 months, which would have been considered as part of the nomination:
- The NPS Score: The feedback statistics for the team over the last year, and our Net Promoter Score of 70. Of the 75% of promoters that gave Netigate a 9 or 10 on a scale of 10, over half (56%) gave the top score. The question behind the feedback is that they would recommend Netigate based on their interaction with the Customer Service Team.
- Digital communication: The launch and development of an online Success Center in three languages to help customers. Further progress with technical developments with customer communication is put in place.
- Team setup: The restructure of the Customer Service team from a more traditional setup. This was followed by the introduction of technical project managers in the line of support. This allows feedback to be a part of the continuous development of the Netigate platform.
The judges verdict: “Your team truly value your customers and think nothing of going the extra mile”
Netigate is pleased to be able to share some of the judges’ comments:
“Achieves optimal levels of performance and accomplishment. Excels at developing programs / strategies that have delivered results. Continuously examines administrative effectiveness and seeks better procedures. Enforces company policies and values without creating negative reactions. Shares ideas and techniques. Develops continuous improvement methods. Clearly establishes project goals and objectives. Excels in contributing to the company’s goals.”
“You have mastered the way of […] feedback to actionable steps and make it part of the heart and soul of your team.”
“Extremely impressive NPS, well done. It is clear that your team truly value your customers and think nothing of going the extra mile.”
“Impressive to see that a department of only 6 has been able to serve some rather large customers with a high NPS. Liked the tech project manager role and the success center. Helps to direct some queries, which… improve overall customer scores.”
“A small, highly committed team on a good path to further increases.”
“Great work in expanding service and high NPS scores.”
Netigate is one of the leading European providers for online surveys and feedback management – primarily in the areas of customer surveys, employee feedback and market research. The SaaS company was founded in 2005 in Stockholm, Sweden and has offices in Frankfurt am Main and Oslo. Today, Netigate’s customer base includes international companies of all sizes and industries, including Spotify, DB Schenker, Vodafone, Continental and EnBW.
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 nominations each year. Nominations come from organizations in more than 70 nations. Honoring organisations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.