Watch: How to answer the franchisee NPS and Pulse surveys in SalesThumb (0:58)
SalesThumb ships two short recurring surveys that keep a temperature check flowing from every location back to HQ without anyone having to chase it down: a quarterly Franchise Satisfaction Survey (standard NPS) and a monthly Pulse Check-in. Both live under Settings on the shop side and roll up into their own pages on the HQ dashboard. Unlike most of HQ's cross-location reporting, neither survey is gated behind the paid HQ add-on — a shop Owner, Admin, or Manager in any franchise-linked shop can submit a response, and any org member with HQ dashboard access can view the HQ-side rollup, whether or not that org has purchased HQ.
The two surveys, and why there are two
- Franchise Satisfaction Survey (NPS) — "How likely are you to recommend this franchise to a fellow business owner?" on a 0-10 scale, once a quarter. This is standard Net Promoter Score methodology: a 9-10 response is a Promoter, 7-8 is Passive, 0-6 is a Detractor, and the aggregate score is %Promoters minus %Detractors, rounded to the nearest whole point.
- Monthly Pulse Check-in — "How's this month going operationally?" on a 0-10 scale, once a month. This one deliberately does NOT use NPS's Promoter/Passive/Detractor language — a 6/10 pulse response just means "an okay month," not "detractor" — so the rollup is a plain average, not an NPS score. It's meant to catch a bad month before it becomes a bad quarter.
Both are gated to shops linked to a franchise org — submitting from a standalone shop returns a clear error rather than hiding the page entirely.
Submitting a response (shop side)
Go to Settings → Franchise Satisfaction Survey or Settings → Monthly Pulse Check-in. Each is a single card: tap a score from 0-10, and optionally add a comment (up to 2,000 characters) — "What's the #1 thing we should fix?" for NPS, "Anything HQ should know?" for Pulse.
One submission per shop per period — NPS periods are quarterly (e.g. "2026-Q3"), Pulse periods are monthly (e.g. "2026-07"). If you've already answered for the current period, the form pre-fills your existing answer and the button changes to "Update response" — resubmitting overwrites your prior answer for that period rather than creating a second one.
What HQ sees
HQ dashboard → Franchisee NPS shows a quarter picker, a headline Network NPS score plus Promoter/Passive/Detractor bucket counts, and a per-shop table sorted lowest score first — "these are the locations worth a check-in call this quarter." Any shop with a comment has an expandable row to read it in full. The headline number is color-coded: 50 and above reads as strong, 0-49 as caution, below 0 as a real concern.
HQ dashboard → Franchisee Pulse is the same idea on a monthly cadence — a month picker, a Network average out of 10 plus a response rate, and the same lowest-score-first per-shop table with expandable comments. It links back to the NPS page for the recipient-roles setting rather than duplicating it.
Who gets the survey emails
A reminder/invite email goes out to whichever roles you've chosen, and that recipient list is shared by both surveys — there's only one setting, edited from the "Who receives survey emails" card on the Franchisee NPS HQ page. Choose any combination of Owner, Admin, Manager, Technician, Front Desk, or Service Writer; at least one role has to stay selected.
Frequently asked questions
Q: How often do I need to answer the Franchise Satisfaction Survey and the Monthly Pulse Check-in?
A: The Franchise Satisfaction Survey (NPS) is quarterly and the Monthly Pulse Check-in is monthly — each is one 0-10 score plus an optional comment, submitted from Settings.
Q: Can I change my answer after I submit it?
A: Yes. Resubmitting for the same period (the same quarter for NPS, the same month for Pulse) updates your existing response instead of creating a second one.
Q: What's the difference between how NPS and Pulse are scored?
A: NPS classifies each response as Promoter (9-10), Passive (7-8), or Detractor (0-6) and reports %Promoters minus %Detractors. Pulse is deliberately just a plain 0-10 average, with no Promoter/Passive/Detractor labels.
Q: Who at HQ can see my comment?
A: Whoever has access to the HQ dashboard's Franchisee NPS or Franchisee Pulse pages can expand your shop's row to read any comment you left, alongside your score.
Q: Who decides which roles at my shop get the survey emails?
A: HQ configures that — a shared "Who receives survey emails" setting on the Franchisee NPS HQ page, picking from Owner, Admin, Manager, Technician, Front Desk, and Service Writer, applying to both surveys.
Q: What happens if I try to submit a survey and my shop isn't part of a franchise org?
A: Submission fails with a clear error explaining the survey is an HQ/franchise-org feature — the form itself isn't hidden, it just won't save a response for a standalone shop.
Q: Do I need to have purchased the paid HQ add-on to use these surveys?
A: No. Unlike most of HQ's cross-location reporting (the revenue leaderboard, KPI Scorecard, etc.), the NPS and Pulse surveys are not gated behind the HQ add-on — a shop Owner, Admin, or Manager in any franchise-linked shop can submit, and any org member with HQ dashboard access can view the rollup.