Hively » scoring

Can WOW’s be given anonymously?

admin — Thu, 26 Apr 2012 02:54:36 +0000

One specific feature of the WOW is that customers must provide their name, email and a comment (details of the wow) in order to submit a WOW. All fields are required. This way the entire reason for the WOW is clearly recorded for everyone to see. WOWs provide great opportunities for bragging rights and internal training.

Is the +1 point treated differently from the 1 point?

admin — Thu, 26 Apr 2012 02:54:03 +0000

No, the +1 point is simply added to your score. We simply add the +1 to help explain that it’s ‘in addition to’ the point you received for the Happy rating. So, you get 1 point for the Happy rating and +1 point for the WOW – for a total of 2 points.

How are users ranked on the leaderboard?

admin — Tue, 06 Dec 2011 18:33:48 +0000

Users are ranked on the Leaderboard according to their personal customer happiness score – highest to lowest. The user with the top score will be at the top and users descend from there based on their score.

Each time a user gets feedback they receive points like this:

Happy = 1 point

Satisfied = 0 points

Unhappy = -1 point

WOW = +1 point

These points total into a personal happiness score for each user. The user with the most points will have the top score.

You can filter the Leaderboard page by ‘Last 7 Days,’ ‘Last 30 Days,’ and ‘All Time.’ The top score holder and user rankings will re-total based on the page filter.

How often does the Top Score leaderboard email go out?

admin — Thu, 17 Nov 2011 04:29:24 +0000

Hively helps reward your top performing users by highlighting the user with the Top Score on a weekly or monthly basis. You can have this email sent every 7 days (on Monday’s), every 30 days (first of every month), or turn this notification off. This email is a great way to motivate your users to constantly seek customer feedback and improve their customer happiness score. It also highlights those that have worked hard to earn this top spot!

To change the settings on this notification, select Notifications from the main menu under User. Here you will see the ‘Leaderboard & Top Score’ notification option. Simply set this to Weekly, Monthly or Off based on your preference.

Is there a way to keep users from seeing information on other users?

admin — Thu, 13 Oct 2011 21:44:35 +0000

By default, each user can see the summary scores and % of rating types of other users on the Leaderboard page and via email. However, they can not see the details of the customer ratings on each users page. Only Account Administrators and Team Leaders can view this data.

However, if you would like to restrict the level of information visible to users, this can be done by selecting Profile from the main menu under Account. From here you can change the Team Member Access setting to a level that better fits your preferences.

How is the team score calculated?

Team Hively — Thu, 31 Mar 2011 20:23:08 +0000

Hively measures the customer happiness for your team by providing a total team customer happiness score. The team score is derived from the total points each of your users has received. Your users get points every time they get a customer rating. Each rating type has it’s own point value and there are some ‘bonus’ ways of earning points. 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.

How is the user “Top Score” determined?

Team Hively — Thu, 31 Mar 2011 01:25:18 +0000

Hively highlights the user in your team that currently holds the top score. On the leaderboard, you can view the current top score holder for the last 7 days, last 30 days or all time!

The user that has the most points at any given time has the top score. This is a real time, running measurement. Meaning, if Sally has the most points right for the time frame you’ve selected, she has the top score. However, if 2 minutes later Tom’s points total more than Sally’s, Tom would hold the new top score.

How is a user’s score calculated?

Team Hively — Fri, 25 Mar 2011 18:40:51 +0000

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.

How can I reward my employees with Hively?

Team Hively — Fri, 25 Mar 2011 18:08:44 +0000

Hively is designed to give points to your users based on the happiness ratings they receive from customers. Each rating type has its own point value and your users are given an overall score based on the ratings they’ve received. You can also see the percentage of each rating type received and view this information over different time periods – last 7 days, last 30 days and all time. The user with the most points at any given time (based on the time period selected) is indicated as having the ‘Top Score.’

We’ve designed Hively in this way to have a fun, motivating, game type feel to it. Why? To help promote a culture of exceptional customer service within your company! If you’re employees see Hively as positive competition, and a fun way to collect and earn points, they will compete to constanlty improve their personal customer happiness scores. This competition will improve the customer happiness for your team and entire company. It’s a win-win-win (Team-Users-Customers)!

So how do you reward them? Hively has a feature called Buzz! Buzzes can be sent by users and Account Administrators to each other. Sending a Buzz is a way to say ‘good job’ and provides positive reinforcement to your users. When a user receives a Buzz they are instantly notified and they receive the Buzz badge in their profile display. Each time they get a new Buzz the Buzz badge displays a count.