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
• 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.

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.

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.

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.