How points work
Your score adds up the points from your customer ratings in the selected period.
| Rating | Points |
|---|---|
| Happy | 1 |
| Satisfied | 0 |
| Unhappy | −1 |
| Happy with a WOW | 2 in total |
A WOW adds one extra point to a Happy rating. It is one piece of feedback worth two points, not two separate ratings. Internal Buzz does not add customer-rating points.
For example, three Happy ratings, two Satisfied and one Unhappy give a score of 2. If one of those three Happy ratings has a WOW, the score is 3.
Personal, team and account scores
Personal scores belong to individual team members. Team and account scores combine member scores; they are totals, not averages or percentages.
A larger team, or a person who receives more feedback, can accumulate more points. Read scores alongside rating counts, comments and Happiness % before comparing performance. Internal recognition should support learning and good service, rather than discourage honest feedback.
Rankings and Top Score
Open Leaderboard and choose Last 7 days, Last 30 days or All time. Members are listed from highest to lowest score for that period. Where available, choose a team to narrow the view.
Members with equal scores can share a rank. Their order on the page does not mean one earned more points. Top Score highlights the highest score for the selected period; it can change as feedback changes or older ratings fall outside the period.
Your access settings determine which summaries and individual feedback you can open. Removing a member and deleting their ratings are different actions: see removing members if a former member still appears.
When a score looks wrong
First check the period, team selection and whether you are comparing points with a percentage. Then open the member’s rating details and look for WOWs, changed ratings or replacement ratings.
If the figures still do not make sense, contact Hively support with the page, selected period and an example. Do not delete genuine feedback simply to make totals agree.