Introduction

The Crewhu Pulse CSAT Dashboard centralizes all CSAT data into one place, allowing you to monitor satisfaction, identify trends, and uncover opportunities to improve your customer experience. It gives you a clear and actionable view of how your customers feel about your service.

This article explains each section of the dashboard and how to use it effectively.

How to Access

To access Crewhu Pulse, select the App Launch menu option in the header of Crewhu, and then click on the Pulse button. Then, it will open a new tab with Pulse.

Pulse Interface

When you open pulse, this is what you will see on your screen:

1. Date Range Selector

Use the date picker to select the period you want to analyze. All metrics, charts, and tables on the dashboard will update automatically based on the selected range.

This allows you to compare performance across specific weeks, months, or custom timeframes.

2. Filters

Use filters to refine the data displayed on the dashboard. Filters help you explore satisfaction by segment, team, customer group, or service type.

3. Analysis (AI Insights)

This panel delivers an AI-generated interpretation of your CSAT data, transforming raw numbers, tags, and sentiment into clear, actionable insights. Instead of manually reviewing dozens of metrics, the AI summarizes what matters most by grouping findings into key categories. Check the example below:

With this tool, you will see insights structured into the following sections:

• Main Themes: This section helps you understand the pillars of your customer satisfaction and what customers appreciate the most. These themes typically represent what your MSP is consistently doing well, since the AI highlights the strongest and most relevant performance areas based on volume of responses and CSAT scores.
• Improvement Opportunities: This section makes it easy to prioritize operational improvements and direct coaching efforts. Here, the AI surfaces the service areas driving dissatisfaction or friction. These findings are based on negative sentiment trends, lower CSAT scores, and volume of responses.
• Underutilized Strengths: This section reveals hidden gems that can turn into competitive advantages when properly highlighted. The AI identifies high-performing areas that receive fewer responses but carry strong CX potential.
• Bill of Rights Alignment: This alignment helps MSPs connect operational performance with customer expectations. The AI evaluates how your service performance aligns with customer expectations and the MSP industry "bill of rights."
• Recommended Actions: The AI provides tailored, practical recommendations that leaders can implement immediately. These action-oriented insights help teams close the feedback loop, improve performance rapidly, and reinforce strengths across the organization. Examples include:
  • Launching contests in Crewhu to gamify improvements in response and resolution time;
  • Creating badge series to recognize technical mastery and helpfulness;
  • Using Crewhu Trends to monitor metric improvements in real time;
  • Implementing coaching programs focused on weaker areas;
  • Building recognition programs for commitment and customer care.

4. Key Metrics Overview

This section provides a snapshot of your customer satisfaction performance, with metrics that allow you to quickly assess the current health of your customer experience.

• CSAT Score: Overall satisfaction percentage for the selected period.
• Total Responses: Total number of surveys received.
• Positives / Neutrals / Negatives: A breakdown of sentiment across all responses.

5. Sentiment Trend

This area highlights performance by service tag. Each row represents a tag used by customers when leaving feedback. Use this section to identify strengths and areas requiring attention, such as recurring issues in Response Time or high praise for Helpfulness.

Visible data includes:

• Distribution of positive, neutral, and negative responses
• Percentage of CSAT for each tag
• Total number of votes per tag
• Click See More to view additional tags if available.

6. Additional Performance Indicators

These indicators help you understand how customers are interacting with your surveys and how rich the feedback data is. The KPIs provide deeper insight into engagement and feedback quality:

• Auto Close Rate: Percentage of surveys automatically closed without manual action.
• Conversion Rate: Percentage of delivered surveys that resulted in responses.
• Written Feedback: Percentage of surveys that included a written comment.
• Tags Feedback: Percentage of responses containing at least one service tag.

7. View Selector

Use this dropdown to switch between different list views. Each mode displays data in a format suited to different workflows.

8. Survey List

This table shows all individual CSAT surveys received during the selected period. Each row contains:

• Rating: Positive, neutral, or negative icon.
• Ticket: Linked ticket, if applicable.
• Company: The customer organization.
• Contact Name: The individual who submitted the response.
• Tags: Service attributes selected by the customer.
• Comment: Written feedback.
• Employee: Team member associated with the survey.
• Type: Survey configuration or survey source.
• Date: When the survey was received.
• Reviewed Status: Admins and managers may mark surveys as Reviewed or Unreviewed.

You can also search for specific surveys using the search bar.

Light/Dark Mode:

Pulse offers the flexibility to switch between viewing modes to suit your preferences and working environment. To change the theme, find the theme toggle icon (sun/moon) in the upper right corner of the toolbar and click on it:

Changing the theme only affects your view and does not influence the experience of other users. When you change the theme, the charts and tables automatically adapt to the new one, without any alteration to your data or applied filters.