What counts as a repeat rating?
A rating is considered to be a repeat of an earlier rating if:

• it originates from the same rating request as an earlier rating.
• it originates from the same ticket (supplied by your ticketing or CRM system) and is for the same team member as an earlier rating.
• it is given by the rater within a day of an earlier rating which doesn’t include a name, email and comment.

If a team member is getting ratings you suspect are fraudulent for any reason, you as the Account Administrator can delete them. To do this, simply select ‘Delete rating’ from the ‘More’ menu next to the rating in question (from the user’s ratings page or the ‘All Ratings’ page). In addition, the user’s scores, percentages, etc. will be reset taking this deleted rating into account.

Also, on these same pages, if any user gets more than 5 ratings from the same IP address in < 24 hours Hively indicates that with a red [!] warning symbol. This provides you an opportunity to verify these ratings. If they are not legitimate for any reason, the Account Administrator can delete them.

Just click the Filter Ratings button to on the All Ratings page or My Ratings page to display the available filters.

Account Administrators and Team Leaders:

Users:

In addition, you can filter the page by the following:

• Last 7 Days (View data from the last 7 days by day)
• Last 30 Days (View data from the last 30 days by day)*
• All Time (View data for all time by month)*

The bar graphs display the total number and percent of each rating type received. Hovering over the different colored bar sections will display the number of ratings of this type. The graph section also includes a purple trend line. In addition to being able to quickly seeing a trend, you can also hover over the dot and see the overall customer happiness % for this period.

You can also choose to view data for specific customers. In the form field up top, simply enter a specific customer email (example: jason@companyemail.com) or an email domain (Example: @companyemail.com) to view all of the ratings received from customers with that domain.

Note:
You can also disallow customers from leaving you anonymous feedback. Account Administrators on paid plans can choose which fields are required from the Fields menu item under Configuration. For the Standard Fields, select the fields that you would like to be mandatory and click Submit.

You can request a rating in 1 of 2 ways.

Option 1 – On your ‘My Ratings’ page select ‘Request Rating’ from the ‘Actions’ menu at the top of the page. Complete the fields and send your rating request.

Option 2 – On the Leaderboard page click the ‘Actions’ menu on your summary profile area. You will see a link that says ‘Request Rating.’ Complete the fields and send your rating request.

The Free subscription option allows you to send rating requests to a single recipient at a time. However, the paid Hively subscription plans allow you to request feedback from multiple recipients at a time.

To send to a single person…

1. Type in the recipients name
2. Type in the recipients email address
3. Create a subject line for the email you’re going to send
4. Type in your custom message that will be displayed in the email and click submit!

To send to multiple people…

1. Click the ‘Multiple Recipients’ link.
2. Type in the recipients names and emails in the same manner you added users. Example: John, john@acmeinc.com
3. Type in one recipient name, email per line. You can also copy/paste from another list.
4. Create a subject line for the email you’re going to send.
5. Type in your custom message that will be displayed in the email and click submit!
6. Currently this feature enables you to send rating requests to up to 25 people at a time.

When customers start giving you feedback from a requested rating there is an indicator on the rating in the form of a check mark in the top right hand corner of the rating.

• Log in to Hively as an Administrator of your account.
• Select Fields from the main menu under Configuration.
• For the Standard Fields, for each rating type select the Name Email and Comment fields that you would like to be mandatory.
• Click Submit.

If you do allow for anonymous ratings, when customers leave a rating for a team member they will then have the option of leaving it anonymously or adding a comment and/or leaving their contact information. Giving them the option to leave anonymous feedback can often times make them feel more comfortable in providing honest feedback. We realize getting all the data you can is important and of course we’d all like to know who provided each rating. But look at it this way – if they had to leave their information, they might not have said anything. At least with the anonymous option you’re getting some feedback.

To encourage customers to leave more details, customizing the question and/or URL text in the rating snippet. When you request a rating, customize the message you send encouraging them to also leave comments. You can also customize the messages your customers see when they leave you comments.

Hively is designed to allow your customers to quickly and easily provide your team members with one click, feedback. However, your customers can also provide additional detail on their ratings if they choose on the customer rating page.

Customers can also provide:

1. Name
2. Email address
3. Additional comments to support their rating

Note:

If a customer leaves you a WOW all fields are required to be filled out.