Happiness %
Hively’s Happiness % is the proportion of customer ratings that are Happy, including Happy ratings with a WOW.
Happiness % = Happy ratings (including WOWs) ÷ all customer ratings × 100.
Count each WOW rating once. Satisfied and Unhappy ratings are included in the total, but not in the Happy count. Internal Buzz is excluded from customer happiness calculations.
For example, six Happy ratings (two with a WOW), three Satisfied and one Unhappy give 60% happiness. Those same ratings give 7 points. Points and percentages answer different questions.
Saved reports can show Happy % and Wow % as separate columns. For a customer-only report, add those two percentages to compare with the chart’s combined Happiness %. Including Buzz changes the report’s percentage denominator, so compare like with like.
Benchmark and Industry CSAT
On Premium accounts, the All Ratings chart can include Benchmark CSAT and Industry CSAT reference lines. CSAT means customer satisfaction.
Benchmark CSAT combines Hively’s stored customer-rating totals across accounts. Industry CSAT uses totals for accounts with the selected industry. These are weighted by rating volume, not an average that gives each business an equal vote.
They are broad reference values repeated across the chart, rather than a history of how the benchmark changed each day. They are not a like-for-like comparison of your team with identical businesses. Consider feedback volume, customer mix and the service being rated.
An account administrator can check Account → Profile → Industry, choose the appropriate industry and save. An industry line may be absent when no usable comparison is available.
Why a chart and filtered list can differ
The All Ratings chart uses the selected period and its account/team context. Filtering the list by a customer email, individual member, rating type or comments does not apply those same filters to the chart.
Use the list to read matching feedback. For a filtered total or export, create a saved report with the criteria you need.
Is this an NPS score?
Hively’s points and Happiness % are not Net Promoter Score and should not be labeled as NPS.
NPS uses a 0–10 recommendation question and subtracts the percentage of detractors (0–6) from promoters (9–10). See Bain’s explanation of NPS. Hively’s Happy, Satisfied and Unhappy feedback focuses on individual service interactions; there is no direct conversion between the measures.