There are several problems with trying to collect client feedback with surveys:

1. They take a lot of time to set up, send out and measure the results.
2. There is a lot of subjective interpretation that goes into the understanding of the questions you’re asking your clients.
3. You’re asking your clients to fill something out when you want them to – not when it’s convenient to them.
4. Surveys are often generalized to capture feedback about your company, product(s) and/or service(s) as a whole – not individual user performance that can be easily aggregated to an overall team satisfaction rating.
5. Surveys often go out only periodically. A lot can happen in between these periods – good an bad. With periodic surveys, you don’t have the ability to capture these up and down trends. You’re also missing out on good testimonial opportunities and the need to address serious issues quickly.
6. They’re time consuming. Even if you think you’re going to limit the questions, most companies don’t. Regardless, the word ‘survey’ alone typically makes people think they have to give up a decent amount fo their time.
7. Most surveys aren’t anonymous. Anonymity makes some people feel more comfortable in leaving feedback.
8. There is rarely a consistent mechanism with which you are measuring the feedback provided.
9. Often times, the person sending out a survey is largely disconnected from the daily interactions between your staff and your customers.
10. Most people will only go to the trouble to leave you feedback through a survey if they’re unhappy with your service or if you’re offering them some kind of incentive for doing so.
11. Aggregated survey feedback data rarely makes it’s way out to the people the need the data the most – the people actually providing your customer interactions.

So how is Hively better?

1. It’s easy to set up and it’s sent out with every email exchange.
2. The results are immediate and easy to measure.
3. There is nothing subjective about rating someone on the question ‘How did I do?’ with either a happy, satisfied or unhappy face.
4. Your customers can leave feedback when and however often it’s convenient for them.
5. You get specific satisfaction ratings on individuals that are ongoing and in real time. This makes the actionable and gives you the ability to see trends. Each individual user score makes up your entire team score.
6. Users are notified in real time of their feedback ratings.
7. Because customers can rate your users as often as they like, you’re able to capture more feedback, quickly. With Hively, you can quickly spot up and down trends. You also won’t miss out on good testimonial opportunities and the need to address serious issues quickly.
8. Customers can provide ratings with one click. Time consuming? No.
9. Clients have a choice of leaving anonymous or detailed feedback.
10. Hively provides you with a consistent mechanism with which you can measure feedback provided.
11. Hively creates an environment where everyone is being rated by the same standard and creates a culture of providing exceptional customer service.
12. Because it’s easy, convenient and fun, customers will be motivated to leave both good and bad feedback often.

One of the best things about Hively is that it’s for all of your teams – not just the support or just the sales team. Any team from customer service, to account management, to sales, to training can use Hively.

Currently, companies in the following industries are using Hively:

• Advertising and PR
• Business Services – Consulting
• Business Services – Others
• Call/Customer Support Centers
• Construction and Engineering
• Education and Training
• Energy – Utility
• Financial Services – Banking
• Financial Services – Insurance
• Financial Services – Other
• Government / Political
• Healthcare
• Hospitality
• Legal
• Manufacturing – Computers and Electronics
• Manufacturing – Consumer goods
• Manufacturing – Industrial goods
• Market Research
• Media and PR
• Non-profit
• Pharmaceuticals
• Real Estate/Property Management
• Restaurants
• Retail
• Staffing – Clerical
• Staffing – Creative
• Staffing – Executive
• Staffing – Healthcare
• Staffing – Hi Tech
• Staffing – Light Industrial
• Staffing – Legal
• Staffing – Other
• Tech – Software and Web Design
• Tech – IT and Hardware
• Telecommunications
• Transportation services
• Travel and Leisure

Are there any others you would list?

Hively provides ongoing, real time feedback that helps your users and overall team constantly improve the service provided to your customers. Therefore, one of the best things about Hively is that it’s for all of your teams – not just the support or just the sales team.

Currently, business have the following kinds of teams using Hively:

• Staffing specialists
• Recruiters
• Account managers
• Sales representatives
• Customer support
• Billing
• Consulting
• Education and Training
• Reception
• Legal
• Order processing
• Market Research
• Media and PR
• Real Estate/Property Management
• Service/Wait staff
• Hospitality staff
• Healthcare professionals
• Retail
• Executives

Are there any others you would list?

In addition, you’ll experience higher customer engagement. Customer responses will come to you frequently and in real time. You can instantly gather and measure feedback to respond quickly to important issues and improve your customer service.

By measuring customer happiness at every interaction you enable your customers to give you feedback easily, quickly and often. Without a way to measure this, you’re simply guessing at your customer happiness.  Many companies only use periodic and time consuming methods (such as surveys) to assess customer happiness. This method requires customers to leave feedback at the time of your choosing – not theirs. Further, you’re asking them to give up a decent amount of time by filling out a complete survey.

Hively also allows your customers to leave feedback anonymously. This gives your customers the ability to be more honest without risking any perceived damage to their relationship with your company.

Perhaps most importantly, customer feedback goes straight to the people who need it most (your users) in real time. Empowering your team to get real time feedback on their performance only serves to help them constantly improve.

How does Hively improve your customer happiness? That’s a question we’re asking back to you. Leave your comments below.

With Hively you can:

• Stop guessing about your customer happiness
• Improve your customer engagement and retention rate with a simple way to gather ongoing, real time feedback
• Easily measure and compare your team’s customer happiness trends
• Motivate and reward your team with a fun way to improve their individual and overall performance

Hively is perfect for:

• Staffing and recruiting agencies
• Customer support companies
• Educators
• Government employees, political organizations and non-profits
• Tech and software companies
• Insurance companies
• Law firms
• Real estate and property management companies
• Your company! (You knew that was coming)

It’s easy, effective and fun!

• Simple set up
• Nothing to install
• No training required
• Get your whole team up and running in minutes
• Affordable pricing plans including a free plan and free trial