Hively measures the customer happiness for each user by providing a customer happiness score. The score is derived from the total points the user has received.

Your users get points every time they get a customer rating. Each rating type has it’s own point value. The rating types are the different colored faces (Happy, Satisfied, Unhappy).

The rating type point values are:

Happy Rating = 1 Point

Satisfied Rating = 0 Points

Unhappy Rating = -1 Point

WOW = +1 Point (1 point for the Happy rating + 1 point for the WOW!)

So for example:

Let’s say you have 2 users.

User #1: Joe Smith

Joe gets the following ratings: 3 Happy (1 point each) | 2 Satisfied (0 points each) | 1 Unhappy (-1 point each)

His total score would be: 2

User #2: Sally Smith

Sally gets the following ratings: 5 Happy (1 point each) | 2 Satisfied (0 points each) | 2 Unhappy (-1 point each) | 2 of the 5 Happy ratings were WOWs (+1 point each)

Her total score would be: 5

Your total Team score is: 7

You can view the score for each team score on the leaderboard page of Hively. The user’s score will change based on your filter settings of last 7 days, last 30 days or all time.