Summary

• Introduction
• How to Set up Sentiment Drivers
• How to Create a New Campaign
  • Step 1: Survey Setup
    • Email
    • Survey Page
    • Thank You
  • Step 2: Add Audience
  • Step 3: Actions
• How to Launch Your Campaign

Introduction

Pulse NPS is Crewhu's built-in Net Promoter Score tool, letting you send surveys to your customers and automatically classify each response as a Promoter, Passive, or Detractor. For a full overview of the feature and plan limits, see Pulse NPS - Overview and Navigation.

How to Set up Sentiment Drivers

Before creating your first campaign, it's worth setting up Sentiment Drivers. These are tags respondents can select to explain the score they gave — for example, "Support Quality", "Responsiveness", or "Communication". They help you understand what's driving Promoter, Passive, and Detractor scores even when customers don't leave a written comment.

Sentiment Drivers are created globally in the NPS module and can be added to any campaign. You can select up to 8 per campaign.

To manage them, go to Pulse > NPS > Campaigns and click + Sentiment Drivers. 

From there you can view all existing drivers, add new ones, or remove ones you no longer need.

A few things to keep in mind when creating drivers: names are limited to 26 characters, emojis are allowed, and you can't create a driver with the same name as one that already exists.

When you remove a Sentiment Driver, it's no longer available to select in new campaigns and is automatically removed from every campaign where it was already selected. Historical data linked to that driver is preserved.

How to Create a New Campaign

From your Crewhu account, go to Pulse > NPS > Campaigns. Click + Create and choose the campaign type:

Test Campaign — sends survey emails only to the employees you select. Use this to try out your settings before going live.

Real Campaign — sends surveys to your actual customer contacts.

Name your campaign and confirm. It's created as a Draft and you're taken to the setup screen, which moves through three steps: Survey Setup, Add Audience, and Actions.

Step 1: Survey Setup

This is where you define the survey question and its visual elements. Setup is split into three tabs: Email, Survey Page, and Thank You.

Email

Here you write the Intro, Question, Sub Left, and Sub Right for both the invitation email (the first email sent to your audience) and reminder emails. You can set different text for each by toggling between the Invitation and Reminder tabs. 

Best Practice:
Use [Contact Name] in the intro to automatically insert each contact's name in the email.

As you type, the preview updates automatically so you can see exactly how the email will look.

You can also set the sender name and email address under From, including a custom domain if your plan supports it, and customize the email Subject.

When a customer clicks a score directly in the email, that response is captured right away. They can then visit the Survey Page to add more detail if they want.

Survey Page

This is the page customers land on after clicking a score. You can configure:

• Header — the title shown above the score selector.
• Sentiment Drivers — select up to 8 drivers for this campaign.
• Shuffle Sentiment Drivers — randomizes the order drivers appear each time the survey loads, so respondents choose more deliberately instead of defaulting to the first option out of habit.
• Feedback Label — the text shown above the comment box.
• Button Text — the text on the submit button.
• Button Color — the background color of the submit button.

Thank You

This is the page customers see after submitting their response. You can set a different message and layout for each outcome: Promoters, Passives, and Detractors.

You can also enable the Google Review Button, which redirects customers to leave a Google review after responding. When enabled, you can configure:

• Show Button To — everyone, or Promoters only.
• Button Label — the text shown on the button.
• Google Review URL — the link to your Google Maps review page.
• Style — filled or outlined.
• Border Color — the button's background or border color.
• Text Color — the color of the button's text.

Step 2: Add Audience

This is where you choose who receives the campaign.

Test campaigns always use your account's employees as the audience. Real campaigns use contacts you import through a CSV file. The file must be no larger than 3MB and needs the following columns: email, first_name, last_name, and account_owner (optional).

Once contacts are added, you'll see a table listing everyone included. 

While the campaign is still a Draft, you can:

Remove specific contacts — select them in the list and click the trash icon at the bottom of the page.

Add new contacts — you can't add contacts one by one. Instead, upload a new CSV with the full contact list, including anyone you already had. The new file replaces the previous list completely.

Step 3: Actions

Actions work like triggers: when a contact responds with a specific rating, Crewhu automatically runs the action you configured.

To add one, click Add Action, then:

1. Choose the Type of rating that should trigger it: Promoter, Passive, or Detractor.
2. Choose the Action to run: Send Email or Give Badge.
3. Choose one or more recipients under To.
4. Click Save. A confirmation message appears.

You can create as many actions as you need.

How to Launch Your Campaign

The Launch step shows a summary of everything you've configured and lets you set up automatic reminders. Reminders send follow-up emails to contacts who haven't responded yet, at the interval and frequency you define. Contacts who already responded will never receive one.

You have two ways to set them up:

Quick Fill — set an interval, frequency, and time, then click Generate. Crewhu creates up to 3 scheduled reminders automatically. You can still edit or delete any of them afterward.

Manual setup — add and configure each reminder yourself.

If a reminder falls on a weekend, Crewhu shows a warning since open rates are typically lower on Saturdays and Sundays.

When everything looks good, click Launch Campaign. Crewhu sends the invitation emails to your contacts and the campaign starts collecting responses.