What a WOW means
A WOW lets a customer recognize service that went beyond making them happy. The customer starts with a Happy rating, then chooses the WOW option on the rating page.
The initial choices remain Happy, Satisfied and Unhappy. Hively may show WOW separately in lists and filters so you can find those examples of exceptional service.
Giving a WOW
Choose Happy, open the rating page, select the WOW option and complete the information requested before submitting.
On the standard rating form, a WOW requires the customer’s name, email and a comment explaining what stood out. Custom forms can have different fields and requirements; follow the prompts on the form. Do not promise anonymous WOWs when asking customers for feedback.
If you selected the wrong option, change it on the rating page before submitting. See submitting and changing feedback.
Points and percentages
A Happy rating with a WOW is worth 2 points total: one for Happy and one extra for WOW.
For Happiness %, it counts as one Happy response, not two. See scores and rankings and Happiness % for worked examples.
Finding and recognizing WOWs
Use Filter Ratings on All Ratings or My Ratings to include WOWs. Keep WOW selected when you want Happy feedback that includes this recognition.
WOW badges and feedback details help you spot examples worth celebrating. Email delivery depends on the recipient’s notification and email settings; receiving a WOW does not guarantee an immediate email to everyone.
Read the customer’s explanation before sharing it more widely. Recognition inside your team and publishing customer feedback are separate choices.