Transcript:
OPENING
On screen: Workspace (multiple accounts) dashboard
“Multi-Account dashboard gives you a portfolio-level view across all client accounts within a workspace — bringing together account performance, stakeholder feedback, review activity, and engagement trends in one place.”
“It’s designed to help you quickly understand overall client health across your portfolio, while also making it easy to drill down into individual accounts when needed.”
DASHBOARD OVERVIEW & FILTERING
On screen: Top of dashboard → date filter + client filter
“By default, the dashboard displays data from the last 12 months across all accounts, with the flexibility to adjust both the timeframe and account filters depending on the insights you’d like to review.”
“This allows you to move easily between a broad portfolio view and more focused groups of client accounts, while also helping you analyse performance trends across specific periods of time.”
KEY METRICS
On screen: Top of dashboard -> Key metrics + NPS overall figures
“At the top of the dashboard, you’ll find a summary of key metrics across your account portfolio — including the number of licences, reviews shared, average Pulse Index score, and overall Net Promoter Score.”
“These metrics provide a quick snapshot of overall client sentiment across your accounts.”
NPS DRILL-DOWN
On screen: Dashboard -> NPS breakdown section
“In the NPS section, you’ll see a % breakdown of Promoters, Passives, and Detractors across the portfolio.”
“This gives you a quick view of overall client advocacy and loyalty trends.”
“To drill into the detail behind these scores, simply select one of the categories to view the stakeholders behind those responses.”
On screen: Open promoters/passives/detractors list
“From here, you’ll be able to see stakeholder information including their overall NPS, NPS track-record, and overall review score associated with that stakeholder.”
“You can also filter between Promoters, Passives, and Detractors within the pop-up to explore stakeholder feedback in more detail.”
“This makes it easier to identify strong advocates, monitor sentiment, and proactively follow up where lower scoring feedback may need attention.”
CLIENT OVERVIEW TABLE
On screen: Client table
“Further down, the client table provides a breakdown of all accounts within the portfolio.”
“For each client, you’ll be able to see the number of reviews sent, the number of days since the last review was shared, the average Pulse Index score, and the average Net Promoter Score.”
On screen: Client table -> Select account -> Open client dashboard
“Selecting any client name within the table allows you to move directly into the individual Client Dashboard for a more detailed account-level view.”
COMMENTS
On screen: Comments row → Go to comment
“The dashboard also brings together the latest feedback comments submitted across your accounts.”
“From here, you can open individual comments and review any team activity associated with that, as well as various other client feedback comments.”
FOLLOW-UPS
On screen: Follow-Ups section
“As we covered with comments, you can also navigate to the Follow-Ups section, which brings together all outstanding follow-up requests submitted across your portfolio.”
“This allows teams to easily track which clients have requested additional contact and ensure those requests are acknowledged and actioned appropriately.”
TRENDING & INSIGHT
On screen: Pulse Index Scores
“At the bottom of the dashboard, the Pulse Index Scores section provides a category-by-category view of performance, allowing you to track trends across each area over time.”
On screen: Pulse Index + NPS linear charts
“Below this, the Pulse Index and NPS charts provide a high-level overview of client sentiment and loyalty across the accounts portfolio over time — with Pulse Index combining key scoring categories into a single performance indicator, and NPS measuring how likely clients are to recommend your service.”
“Together, these trend charts provide a high-level view of sentiment and loyalty trends across the multiple accounts — helping teams monitor overall relationship health, identify emerging risks, and spot areas of positive momentum across the wider business.”
CLOSE
On screen: Full dashboard overview
“Together, these insights provide a connected overview of multiple accounts performance — helping teams stay informed, focused, and proactive across their client relationships.”
Read more:
How to use Pulse Share-to-Many
