The Benchmark and Industry CSATs are included to show how your Happiness % compares to others. Of course, Hively’s customer base is made up of companies that care a lot about customer satisfaction, so if you can keep up with the benchmarks, you’re doing very well!

The Benchmark CSAT is derived from the whole Hively customer base, whereas the Industry CSAT is based on your Industry, which can be set as follows:

• Select Profile from the main menu under the Account heading
• Select a value from the Industry list
• Click Update

If no industry is selected on the Profile page you will only see the Benchmark CSAT on the chart.

General Reporting

Hively provides you with data on your customer happiness and team member performance on the ‘All Ratings’ page. This page is accessible by all Team Leaders and Account Administrators. For Team Leaders, only ratings for members of their team or teams is shown whereas for Account Administrators, ratings for all team members are shown.

To get here, click on the ‘All Ratings’ page in the top menu. You will be taken to the All Ratings page. On this page you can filter the ratings by Happy, Satisfied and Unhappy and indicate if you only want to view ratings with WOW’s and/or comments. You can view this data for the last 7 days, last 30 or all time. You can also choose to view this data for your entire team, an individual team member or your customers. To view for a customer simply filter by their email address or their domain name. Example: ‘bob@acme.com’ or just ‘acme.com’ – no quotes needed.

The top section will show you trends for your different rating types and your overall customer happiness. It will also display each individual rating below so you can see details. All of this data can be downloaded into a .CSV file.

Remember – you can also get a summary of your teams performance emailed to you daily or weekly by activating this notification.

Advanced Reporting

In addition to the general reporting capabilities, customers on paid plans have access to Hively’s advanced reporting features. To access this, select ‘Actions’, then ‘Reporting’ from the main menu.

Pre-built reports

Hively provides pre-built reports for you that cover the most common reporting scenarios. Specifically:

• All Ratings: Details of all ratings on your account.
• Account Summary: Totals and percentages by rating type at the account level.
• User summary: Totals and percentages by rating type at the user level.
• Leaderboard: This is a multi-part report containing the Account Summary and the User Summary.

There is an ‘all time’ and a ‘last 30 days’ version of each of the above reports. For different periods, you can create a custom report as covered in the next section.

To run a pre-built report in the browser, click the name of the report from the report list on the Reporting page. Reports can be exported as HTML or CSV from the ‘Actions’ menu for each report on the Reporting page. Note: Multi-part reports can’t be exported in CSV format, only HTML.

Custom reports

If the pre-built reports don’t cover your needs, you can build, save and schedule your own reports. To create a report, click the ‘Add Report’ button at the top of the Reporting page. Choose a name and select your fields and filters. Click ‘Create Report Type’ when you’re done.

Tip: If you’re not sure which fields and filters to select, run a pre-built report that is similar to yours. At the top of the report you’ll see the fields and filters used to create that report. That could be a starting point for creating your report.

Multi-part reports

Multi-part reports can be used to combine multiple reports into one. The ‘Leaderboard’ pre-built report is an example of a multi-part report.

To create a multi-part report, click the ‘Add Multi-part Report’ button at the top of the Reporting page. From there, choose a name for the report and select the reports that you want to be included in your report. Any single-part report can be included in a multi-part report.

Multi-part reports can be run in the browser and exported as HTML, but cannot be exported as CSV.

Scheduling

Any pre-built or custom report can be scheduled to run automatically and sent to one or more email address. You can schedule a report from the main Reporting page. Find the report you want to schedule in the list of reports and select ‘Schedule’ from the ‘Actions’ drop-down for that report. Fill in the run date, frequency, recipients and format and click ‘Schedule report’.

Just click the Filter Ratings button to on the All Ratings page or My Ratings page to display the available filters.

Account Administrators and Team Leaders:

Users:

• Last 7 Days (View data from the last 7 days by day)
• Last 30 Days (View data from the last 30 days by day)*
• All Time (View data for all time by month)*

Previously, only paying customers could see the ‘Last 30 days’ and ‘All time’ options. However all customers now have access to these options.

In addition, you can filter the page by the following:

• Last 7 Days (View data from the last 7 days by day)
• Last 30 Days (View data from the last 30 days by day)*
• All Time (View data for all time by month)*

The bar graphs display the total number and percent of each rating type received. Hovering over the different colored bar sections will display the number of ratings of this type. The graph section also includes a purple trend line. In addition to being able to quickly seeing a trend, you can also hover over the dot and see the overall customer happiness % for this period.

You can also choose to view data for specific customers. In the form field up top, simply enter a specific customer email (example: jason@companyemail.com) or an email domain (Example: @companyemail.com) to view all of the ratings received from customers with that domain.

In addition, you can filter the page by the following:

• Last 7 Days (View data from the last 7 days by day)
• Last 30 Days (View data from the last 30 days by day)*
• All Time (View data for all time by month)*

The bar graphs display the total number and percent of each rating type received. Hovering over the different colored bar sections will display the number of ratings of this type. The graph section also includes a purple trend line. In addition to being able to quickly seeing a trend, you can also hover over the dot and see the overall customer happiness % for this period.

You can also choose to view data for specific users. Simply select the user name from the dropdown. The page will display data for this user only.

Option 1 – All users.

As an Account Administrator, login to Hively and go to the ‘All Ratings’ page from the main menu. Here you’ll see data on all of your customer feedback. You can filter this page by Last 7 days, Last 30, All time – by All or individual users – or by specific customers or customer domains. At the bottom you’ll now see all team ratings aggregated. You can filter the ratings by Happy, Satisfied and Unhappy and/or choose to display only those ratings with comments.

Above the aggregated ratings you will also see a download link that will let you download all rating data via .CSV.

Option 2 – Individual users.

Go to the My Ratings page of the user you’re looking for data on. Account Administrators and Team Leaders can do this for any of their team members and users can do this on their own My Ratings page. On this page you will see an ‘Actions’ menu in the summary section of the user. Click on this and you will see a link that says ‘Download Data.’ Click this link and the detail of all the ratings will download for you in a .CSV file.

The date file will provide you with columns of data for:

1. Member = User name
2. Email = User email
3. Rating = Rating type – Happy, Satisfied, Unhappy
4. Points = Point value of each rating type
5. Customer = Name of customer (if they left one)
6. From = Email of customer (if they left one)
7. Comment = Comment from customer (if they left one)
8. Created = Date rating was received
9. IP = IP address from which rating came
10. Repeats = number of times a rating came from a particular IP address
11. Requested = Indicates if this rating was requested by the user