Why We Changed Our Scoring Method in Hively
Posted on April 24th, 2012
Our main focus with Hively is to provide the best product with the most value possible to our customers. With that in mind, we are constantly seeking feedback, researching, and looking for ways to improve our product.
In this latest release we made a change to the way the scoring works in Hively. This decision was based on customer feedback, system usage and lots, and lots of research.
Previously, the way the Hively score worked was like this:
- Happy Rating = 3 points
- Satisfied Rating = 1 point
- Unhappy Rating = -1 point
So if you were to receive 10 Happy, 5 Satisfied and 1 Unhappy rating your score would be 34.
We have changed our point system to the following:
- Happy Rating = 1 point
- Satisfied Rating = 0 point
- Unhappy Rating = -1 point
- WOW = +1 point
So now, if you were to receive 10 Happy, 5 Satisfied and 1 Unhappy rating your score will now be 9. If you were to receive 10 Happy (2 of which were WOWs), 5 Satisfied and 1 Unhappy rating your score will now be 11.
We believe this scoring method is a better reflection of customer happiness and will give you better results day to day, and long term for several reasons:
- We received a lot of feedback from customers saying they felt points should not be awarded for ‘satisfactory’ service. We agree. Lets raise the bar!
- There is a lot of data out there suggesting that negative customer experiences are very detrimental to a company. Therefore, in terms of disproportionately weighting a rating an option, it actually suggests a negative rating should have the most points (negative points) associated with it. We considered and researched making an Unhappy rating = -3 points. However, ultimately it seemed that amount of negative points didn’t produce the right results or motivators.
- The new rating method is more in line with the Net Promoter System (NPS). NPS is a popular and valuable system widely used to measure customer happiness. NPS counts the percentage of ‘Promoters’ (those who give you a Happy rating) and subtracts from it the percentage of ‘Detractors’ (those who give you an Unhappy rating), to give you an overall Net Promoter Score. NPS does not count the ‘Passives’ (those that give you a Satisfied rating). The new Hively method reflects this same system by assigning 1 point for a Happy rating, a -1 point for an Unhappy rating and discounting the Satisfied ratings with 0 points.
- In the past, we blogged about why we believed Hively improved upon the NPS feedback method. Most of our criticism was around the focus NPS has on their 11 point rating scale (0 – 10). However, the NPS method has recently been revised (The Ultimate Question 2.0) with a greater focus on the ‘system’ (hence the name change from Net Promoter Score to Net Promoter System) and less on the measurement scale being used. Because of this, the Hively scoring method and NPS scoring method are now more in line. More on this later.
The new Hively scoring method is a better reflection of customer happiness and will give our customers better results day to day, and in the long term. Here’s to making customers happy!
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