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Marc Hoffmann



What has changed in customer feedback – Net Promoter Score?

What is happening with customer feedback? The world of customer feedback is changing, and customer centric companies start to overwhelm their customers by asking for feedback through to many channels. There are many reasons for this, but most notable is that customers interact with their computers, laptops and phones with the same service. And each device opens a new feedback channel. Add to this email and calling, and it is easily seen how customers can...   (read more)

Feature Update: NPS survey position

FanExam lets you choose where the NPS survey appears on a page.

Feature update: Anonymize IP for NPS responses

FanExam can anonymize the IP address of NPS survey responses.  You might wonder why this is necessary?  In short, some of our commercial customers in the EU have strict privacy policies.  For example, some customers don’t collect personally identifiable information when using FanExam.  For these customers the anonymize IP option is available. The anonymize IP option is mandatory for specific use cases, as some countries interpret personally identifiable information among other as the IP address...   (read more)

How to integrate NPS and SEO with Google Analytics

The Net Promoter Score (NPS) is a simple and surprisingly effective method to get actionable customer feedback.  This customer feedback can in turn drive your SEO -Search Engine Optimization and deliver more focused traffic to your website.  The main method to get information on your website visitors is Google Analytics.  SeoHighLighter is a tool to combine NPS and SEO. In effect your SEO score is driven by the questions and search terms your visitors put...   (read more)

How to collect NPS on a WordPress site

This post explains how to set up a Net Promoter Score survey on WordPress. Setting up the FanExam Net Promoter Score survey on a WordPress site is simple:  Install the WordPress plugin Scripts n Styles Open a Fanexam account at FanExam Create Account Copy the FanExam snippet from the tag page Insert the FanExam tag in the WordPress backend on the scripts-n-styles plugin settings page Save the settings page Tweak the FanExam settings page.  On...   (read more)


Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld