Hively » Scoring

What do the Benchmark CSAT and Industry CSAT chart lines mean?

admin — Thu, 27 Jul 2017 02:02:07 +0000

After subscribing to a paid Hively plan, you will see two new lines on the chart on the All Ratings page. This line are ‘Benchmark CSAT’ and ‘Industry CSAT’. CSAT is a Customer Satisfaction score, also known as a Happiness percentage. The CSAT calculation is simply Happy + Wow ratings as a percentage of total ratings which is the same calculation used for Happiness % (the purple line) on the chart.

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.

Can WOW’s be given anonymously?

admin — Thu, 26 Apr 2012 02:54:36 +0000

One specific feature of the WOW is that customers must provide their name, email and a comment (details of the wow) in order to submit a WOW. All fields are required. This way the entire reason for the WOW is clearly recorded for everyone to see. WOWs provide great opportunities for bragging rights and internal training.

Is the +1 point treated differently from the 1 point?

admin — Thu, 26 Apr 2012 02:54:03 +0000

No, the +1 point is simply added to your score. We simply add the +1 to help explain that it’s ‘in addition to’ the point you received for the Happy rating. So, you get 1 point for the Happy rating and +1 point for the WOW – for a total of 2 points.

Does someone need to select “Happy” before they have access to select “WOW”?

admin — Thu, 26 Apr 2012 02:50:01 +0000

A customer only sees the option to give a user a WOW if they first give them a Happy Rating. Again, the WOW is not a 4th rating option – it’s simply a way for a customer to say you made them even happier than ‘Happy.’

Is the WOW a 4th rating option?

admin — Thu, 26 Apr 2012 02:47:52 +0000

A WOW is not an additional (4th) rating option in Hively. When users get a WOW from a customer they receive the WOW badge, +1 point and extra recognition via email for receiving a WOW. We have designed the WOW to recognize exceptional service that stands out even more than making a customer happy. While it deserves extra recognition, it’s important the rating scale stay simple and weighted evenly with only 3 options.

What is a WOW?

admin — Thu, 26 Apr 2012 02:46:57 +0000

You know those times you go the extra mile for a customer? Well now they can let you know. Hively has always let your customers indicate if they are Happy, Satisfied or Unhappy. However, now they can also let you know when you have WOW’d them! If you go above and beyond for a customer they can give you a WOW and provide specific reasons for how you WOW’d them.

As with all Hively customer feedback, if you receive a WOW you will be instantly notified and have the Hively WOW badge prominently displayed on your leaderboard profile for your team to see. You will also receive +1 point for a WOW, increasing your personal and team customer satisfaction score! So get out there and start WOWing your customers!

Is the WOW a ‘Fourth’ rating option?

admin — Wed, 18 Apr 2012 21:33:20 +0000

No. While team members do receive a badge, +1 point and extra recognition for receiving a WOW, the WOW itself is not a fourth rating option (rating state). We have designed the WOW to recognize exceptional service that stands out even more than making a customer happy. While it deserves extra recognition, it’s important the rating scale stay simple and weighted evenly with only 3 options.

How are users ranked on the leaderboard?

admin — Tue, 06 Dec 2011 18:33:48 +0000

Users are ranked on the Leaderboard according to their personal customer happiness score – highest to lowest. The user with the top score will be at the top and users descend from there based on their score.

Each time a user gets feedback they receive points like this:

Happy = 1 point

Satisfied = 0 points

Unhappy = -1 point

WOW = +1 point

These points total into a personal happiness score for each user. The user with the most points will have the top score.

You can filter the Leaderboard page by ‘Last 7 Days,’ ‘Last 30 Days,’ and ‘All Time.’ The top score holder and user rankings will re-total based on the page filter.

How often does the Top Score leaderboard email go out?

admin — Thu, 17 Nov 2011 04:29:24 +0000

Hively helps reward your top performing users by highlighting the user with the Top Score on a weekly or monthly basis. You can have this email sent every 7 days (on Monday’s), every 30 days (first of every month), or turn this notification off. This email is a great way to motivate your users to constantly seek customer feedback and improve their customer happiness score. It also highlights those that have worked hard to earn this top spot!

To change the settings on this notification, select Notifications from the main menu under User. Here you will see the ‘Leaderboard & Top Score’ notification option. Simply set this to Weekly, Monthly or Off based on your preference.

Is there a way to keep users from seeing information on other users?

admin — Thu, 13 Oct 2011 21:44:35 +0000

By default, each user can see the summary scores and % of rating types of other users on the Leaderboard page and via email. However, they can not see the details of the customer ratings on each users page. Only Account Administrators and Team Leaders can view this data.

However, if you would like to restrict the level of information visible to users, this can be done by selecting Profile from the main menu under Account. From here you can change the Team Member Access setting to a level that better fits your preferences.