Summary

• Introduction
• How to Access Pulse NPS
• How to Manage Your Campaigns
  • Searching For a Campaign
  • Deleting a Campaign
  • Changing a Campaign's Status
  • Duplicating a Campaign
• How to Use the Analytics Dashboard
  • Filters
  • Score and Distribution
  • Sentiment Trend
  • Responses
  • Response Details
• Plans and Limits

Introduction

Pulse NPS lets you run Net Promoter Score campaigns directly in Crewhu. You send surveys to your customers, and Crewhu automatically classifies each response as Promoter, Passive, or Detractor.

As the campaign manager, you can set up the survey, define who receives it, and create automatic actions that trigger when a response comes in — for example, awarding a badge to the employee responsible for a customer as soon as that customer submits a Promoter response. This turns customer feedback into real-time recognition for the people managing the relationship.

How to Access Pulse NPS

Inside your Crewhu account, go to Pulse:

Then, select NPS from the left-side menu. The menu expands into two options:

• Analytics — shows the dashboard with your NPS survey results.
• Campaigns — shows the list of your NPS campaigns.

How to Manage Your Campaigns

Select Campaigns from the left menu to see every NPS campaign you have created. From this screen you can search for a campaign, create a new one, and open any campaign's options to edit, delete, change its status, or duplicate it.

Each campaign in the list shows its name, NPS score, number of Promoters, Passives, and Detractors, total contacts, and current status.

You can also manage your Sentiment Drivers from here — the tags respondents use to explain their score. For full details on how to set them up, see How to Create and Launch an NPS Campaign.

Searching For a Campaign

To find a specific campaign, type a term into the search field at the top of the list. The table updates automatically and shows only campaigns whose name matches your search.

For example, searching for Test NPS shows only campaigns with that term in the title.

Deleting a Campaign

You can only delete a campaign while it's still a Draft. Campaigns that have already launched can't be deleted.

To delete one, select it from the list and click Delete at the bottom of the screen. A confirmation message appears before the deletion is completed.

Changing a Campaign's Status

For campaigns that have already launched, you can switch the status between Active and Inactive from the Status column in the campaign list.

Setting a campaign to Inactive stops it completely — it no longer accepts new survey responses and no new emails go out. If a contact opens an email from an inactive campaign, they won't be able to submit a response.

Duplicating a Campaign

Duplicate creates a copy of any NPS campaign, regardless of its status or type. You can choose to keep the contacts and actions from the original, or, if you're duplicating a Test campaign, convert the copy into a Real campaign.

The copy is created as a Draft and won't be sent until you click Launch. 

For step-by-step instructions and a full breakdown of the options, see How to Duplicate a Pulse NPS Campaign.

How to Use the Analytics Dashboard

Analytics brings together the results of all your NPS campaigns in a single dashboard.

Filters

At the top of the Analytics screen, you can filter results by:

• Campaign: filter by campaign name.
• Companies: filter by company.
• NPS Rating: filter by Promoter, Passive, or Detractor.
• Sentiment Drivers: filter by specific tags.
• Feedback: whether the response includes written feedback or not.
• Subscription: filter contacts who have unsubscribed from receiving emails.

You can select multiple options in every filter. Every number on the dashboard reflects the filters you currently have selected.

Score and Distribution

Below the filters you'll find your overall NPS score and a breakdown of responses across the three categories — Promoters, Passives, and Detractors. 

Next to it, a distribution chart shows how many responses you received at each point on the 0–10 scale.

If a rating is corrected from the response detail panel, the score and the breakdown are recalculated automatically - there's nothing to refresh.

Sentiment Trend

This chart shows the percentage of responses tied to each Sentiment Driver, so you can see in detail which areas are performing well and which need attention.

Responses

Below the charts, a table lists every individual survey response — one row per contact. 

You can filter what's shown using the filters at the top. You can also choose which columns are visible in the table by clicking Columns and selecting the ones relevant to your analysis.
Click any row to open that response in a side panel, where you can read the full feedback, follow everything that happened with that survey, correct the rating, and check the history of the contact and of their company. See Response Details below.

How to Export Responses

1. Click the export option.
2. Choose whether to export only the visible columns or all available columns.
3. Click Export CSV.

After you click to export, a window opens showing your recent export requests. Once a request's status shows Ready, the file is available to download. 

You can see your full export history anytime by clicking Exports in the top bar of Pulse.

How to Send Manual Reminders

From the Responses table, you can also trigger reminders for contacts who haven't responded yet. Either click Remind All Eligible to reach everyone at once, or select specific contacts and click Send Reminder.

Response Details

Click any row in the Responses table to open that response in a side panel. The whole row is clickable - only the selection checkbox keeps its usual behavior of selecting the row without opening the panel. While the panel is open, the row you are viewing stays highlighted in the table.
The panel always opens on the Details tab and gives you four tabs: Details, Timeline, History, and Company. You can move between them freely without closing the panel.
To close the panel, click the close button at the top of it, press ESC, or click anywhere outside it. Clicking another row also closes the panel - click that row again to open the response you want.
The panel always shows one single response. Fields that have no information recorded stay visible with an empty value "No Data”, so you can always tell the difference between "no answer" and "nothing here".

The Details Tab

Details brings together the answer itself and who gave it, in two blocks.

Feedback shows:

• Rating: the current rating, with the same indicator and color used in the Responses table.
• Answered At: the date and time the response was collected.
• Campaign: the NPS campaign the response belongs to.
• Sentiment Drivers: every driver the respondent selected, each one as a separate chip.
• Feedback: the full text written by the respondent, never truncated. This is where you read what the table cuts off.

Company shows:

• Name: the company the respondent belongs to.
• Contact: the name of the contact who answered the survey.
• Contact Email: that contact's email address.

Sentiment Drivers, Feedback, and Contact Email can be empty in a perfectly valid response - the rating is recorded even when the contact doesn't complete the rest of the survey. In that case the field stays visible with no value.

How to Correct a Rating

Sometimes the stored rating isn't what the customer meant - a misclick on the 0 to 10 scale, or a contact who writes back saying the score was wrong. You can correct it directly from the response.

1. On the Details tab, click the pencil icon next to Rating.
2. In the Edit Rating window, choose the correct rating. Any value from 0 to 10 is available, and the current rating comes preselected. When you pick a different one, a summary shows you the current rating and the new one side by side.
3. Write the reason for the change in Justification. This field is required - Save Change stays disabled until you fill it in.
4. Click Save Change.

The window closes, a confirmation message appears, and the new rating shows immediately in the panel with the color of its new classification. The Responses table, the NPS score, and the Promoters, Passives, and Detractors breakdown all update on their own - you never need to reload the page.

A few things worth knowing before you correct a rating:

• The justification is permanent. Once saved, it can't be edited or deleted by anyone. It appears in the Timeline tab, attached to the correction it explains.
• Nothing is overwritten. The original rating and every intermediate rating stay stored. The most recent one becomes the current rating, and that's the value used for every NPS calculation.
• There's no limit. You can correct a response as many times as you need, on active and on ended campaigns alike.
• Only the rating changes. Written feedback, sentiment drivers, the response date, the campaign, and the contact's data stay as they are.
• Edit only appears when the response has a rating. Responses with no rating recorded can't be edited.
• Recognition already granted is never taken back. If the response already awarded a badge and Crewhu Bucks to the Account Owners, you'll see an alert in the Edit Rating window. The alert is informational and doesn't block the change: the badge and the Crewhu Bucks stay valid, and a correction never awards new ones, even when the new rating falls into the Promoter range.
• Corrections don't notify anyone - not the Account Owners, and not the recipients configured in the campaign's notification rules.

To leave without saving, click Cancel or close the window. The selected rating and the text you typed are discarded, and the response stays untouched.

The Timeline Tab

Timeline turns the response into a readable story, from the oldest event at the top to the most recent at the bottom. Each entry shows an icon, the event, and the date and time it happened.

• Campaign sent: when the survey went out to that contact.
• Reminders: each reminder sent to that contact, in order, marked as automatic or manual.
• Response received: when the answer came in. The icon shows the rating the contact originally gave, and it never changes, even after a correction.
• Rating corrections: each saved correction, with the rating recorded at that moment, plus a card with the photo of the employee who made the change and the justification they wrote.
• Internal notes: the follow-up notes your team leaves on the response.
• The timeline covers only the response you have open. Events from other responses by the same contact or the same company don't appear here.

How to Add an Internal Note

At the bottom of the Timeline tab there's a text field where you can record an internal note on that response - what you did, who you talked to, what the next step is. Click the emoji option to open your operating system's emoji picker.

The note appears at the end of the timeline right away, with your photo and the date and time, and the field clears for the next one. Empty notes, or notes with only spaces, aren't recorded.

Notes accept free text and emojis only - no attachments, no user mentions, and no text formatting. Once saved, a note can't be edited or deleted.

Internal notes are exactly that: internal. They appear only in the Timeline tab of the response - never in the Responses table, in dashboards, in the Reports > NPS Details report, or in the CSV export - and they are never sent to the respondent. Adding a note doesn't notify anyone. Any user with access to NPS > Analytics can read and add them.

History answers who this person is and what they have told you before.

At the top, a card identifies the contact who answered the survey: their name, their email address, and the company they belong to.

Below it, you'll find every NPS response that contact has ever given - including the one you have open - with the total count next to the title. Each item shows the rating, the campaign that generated the response, and the date it was answered, with the most recent one first. If the list is longer than the panel, just scroll it.

Two details about how contacts are identified:

• The contact is identified by their email address — if the same person uses two different emails, they'll be treated as two separate contacts, each with its own history. 
• History never merges responses from different email addresses.

History shows responses from every NPS campaign that contact answered, whether the campaign is still active or not, including test campaigns.

The Company Tab

Company widens the lens from the person to the account.

At the top you'll find the company's name, its NPS Score, and the breakdown of how many responses were classified as Promoter, Passive, and Detractor, each in its own color.

The NPS Score shown here covers every NPS response ever received from that company, across every NPS campaign launched for it - there's no campaign or date filter behind it. Click the information icon next to the label to see this explained in the product. The score follows the platform formula: (Promoters − Detractors) ÷ total responses.

Below, the list shows every NPS response received from any campaigns and contacts at that company, with the total count next to the title. Each item shows the rating, the contact who answered, the campaign, and the date, most recent first.

What counts and what doesn't:

• Test campaigns are left out. Responses collected in Test Campaigns don't appear in the list, aren't counted, and don't affect the score or the breakdown - their recipients are your own employees, not the customer.
• Campaign status doesn't matter. Responses from campaigns that ended on their own cycle, and from campaigns you deactivated manually, are all part of the list and of the score.

Because a test campaign response has no company behind it, the Company tab isn't shown when you open a response from a Test Campaign - in that case the panel has only the Details, Timeline, and History tabs.

Plans and Limits

Pulse NPS is included in every Crewhu plan. There is nothing extra to purchase to use the feature — your limits simply follow the plan your company already has: Listen (Listen+), Recognize, or Grow.

If you need more contacts than your plan includes, additional contact blocks are available for purchase. Quantities and pricing are defined on request — reach out to your Customer Success Manager for details.