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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 feel overwhelmed. And while it might feel unfair, customers just want an easy way to give feedback. They expect that someone acts on the feedback. They expect that a person (Gasp!) comes back to them if necessary. The old approach The old approach is to offer as many feedback channels as possible. Have a helpdesk software. Ask customers here for feedback. Have a survey on the website. Send out emails asking for a reaction. This...   (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 a website or blog it is recommended to start with the following settings for the NPS widget: survey visitors on the first or second visit, after 2 or 3 pageviews, and with a 10 second delay. Experiment with the settings.  There is no magic bullet, as the settings depend on your audience.


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