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Hive is 100% committed to providing world-class support to our customers. Whether that’s via support articles here on Hive+, via your customer success manager or working with our support squad. We’re here to make it easy. To make sure we can respond to your support request in a timely and effective way, we have our support service level agreement (SLA). Using the information below you can quickly see how long it will take us to help you with certain queries. You may even be able to do some tasks yourself with the help of the support articles linked. Support Category Service Level (Working Days) Additional Services (Enabling Features) 1 Day Individual Admin/Manager Access and Amends 3 Days Bulk Admin/Manager Access and Amends 10 Days Amend Open Survey 2 Days Bulk Hive-Five Reminder 1 Day Bulk Suggestion Reminder 1 Day Bulk Survey Reminder 1 Day Campaign & Survey Setup 3 Days Customise Email Templates 3 Days Customise Hive Fives 3 Days Customise Open
Data SyncWhen you send a Hive survey, a copy of your user data is taken and stored in your Hive. This includes attributes and segments for all employees. If an employee has a certain ‘Team’ or ‘Manager’ etc., changing this information in the user section of the platform after a survey has been sent will not have any effect on that survey or any previous surveys. To do that you’ll need a data sync.What is a data sync?A data sync is the process of retrospectively updating your user data for a survey that’s already been sent. This is useful for a few scenarios:A user has changed departments since the survey was sent Your organisation’s structure has had changes since a survey launchedIf you’re not sure if a survey sync is suitable, just get in touch with our support team who will be able to assist.Risks and WarningsThere are a few things to bear in mind with a data sync: A survey sync will update your entire survey, not just specific attributes. This means if any other data is change
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Hive’s universal engagement measure—an accurate and easily trackable snapshot of how your people are feeling at a glance. 📈 Simplified and consistent engagement tracking👀 Get an idea for how your people are feeling at a glance☝️ One metric to measure the success of people-focused activities What is Hive’s engagement index?Backed by People Science, Hive’s engagement index is the average of three metrics: Advocacy (eNPS question): How likely are you to recommend our organisation as a good place to work? Pride: I feel proud to work for this organisation Loyalty: I rarely think about looking for a job with another company With this index, you’ll be able to see an accurate snapshot of how your people are feeling at a glance, and track that consistently over time. How do you use the engagement index?To use the engagement index in your next survey, go into Hive’s survey builder tool and create a new Engagement Survey (you can’t include an engagement index in a Custom or eNPS Survey). No
Hive Customer Launch Executive, Alisha Patel, explains how to understand the feedback you get from your free-text survey questions.
Hive Customer Launch Executive, Alisha Patel, runs through the Hive dashboard—explaining exactly what you can find on that screen and what you can do from there.
Hive Customer Launch Executive, Harry Wright, explains how you can easily download your survey feedback as shareable reports.
Customer Success Executive, Harry Wright, explains how to make sense of your heatmaps, using filters and different views to get a bigger and better picture of your survey responses.
We’ve developed a universal three-question engagement measure, backed by People Science. This index gives you an accurate and easily trackable snapshot of how your people are feeling at a glance—perfect for leaders who don’t have time to dig into the full results of a survey. Check out this walkthrough video to see how it works:
Do you need to send a survey to a group made up of people across different departments or locations? You can now use our Adhoc Recipient list to survey individuals from different areas of the business, perfect for sending surveys to project teams or dynamic workgroups.Need to raise a request? Contact us!
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