Where to find it | Sidebar → Client Pulse → Pulse Summary |
Who can see it | Admins and above |
Can you change data here? | No — read-only, with CSV export |
How fresh is it? | Check-ins appear the moment they're saved |
What it's for
Individual check-ins are useful client by client. Leadership needs the aggregate.
For a chosen week, this page shows the distribution of every check-in answer across the entire eligible client book — and it counts clients who didn't submit explicitly as "Not Submitted", so it doubles as a compliance check.
Then it overlays two machine signals: the churn model's risk score and each client's expansion pipeline status. That comparison is the interesting part — where account teams say "happy" and the model says "critical", you've found a blind spot.
What you'll see
Headline cards:
Card | What it means |
Total Clients | The eligible book, with "X submitted (Y%)" underneath |
High Sentiment | Share rated Delighted or Happy |
On Track or Ahead | Share pacing to goal |
Goals Established | Share where goals are actually set |
Improving YoY | Share whose own business is improving |
Behind on Goals | The red-flag card |
Open SE and Recently Lost SE | Counts, not percentages |
Six distribution charts — sentiment, pacing, churn risk, goals established, year-on-year performance, and expansion status. Each bar shows a count and a percentage. Click a bar to see exactly which clients are in it.
A By Division table — a percentage matrix comparing divisions across all six categories.
Filters for week, division and department, plus CSV export giving one row per client.
Read this before quoting a percentage
Every percentage divides by the whole eligible book, including clients who didn't submit.
So a week with 60% submission caps every "good" percentage near 60%. This is deliberate — it keeps pressure on coverage — but it means you can only compare weeks with similar submission rates. Otherwise you'll report a sentiment collapse that was actually a bank holiday.
Always read the submission rate on the Total Clients card first.
How to use it
Weekly book-health review. No filters. Read the submission rate, High Sentiment and Behind on Goals. Those three numbers are the leadership headline.
Chase compliance. If coverage is low, everything else is unreliable. Follow up with division leads.
Find the struggling division. Compare the red rows across division columns in the By Division table, then filter to that division to drill in.
Cross-check humans against the model. Compare the Sentiment chart with the Churn Risk chart for the same slice. A book teams rate "happy" while the model rates "critical" is the signal to act on. Click through to Churn Risk for the individual clients.
Check expansion momentum. Use the Open SE and Recently Lost SE cards, filtered by division. Clustered losses point at a specific team needing support.
Export for the deck. Pick the week, export the CSV — one row per client with the answers, churn score and expansion status.
Good to know
The client list is calculated. A client counts if they haven't churned and have current-month gross profit, recent VABO, or contract time remaining. It's the same rule as Submit Pulse Data and Portfolio Review, so those three reconcile — but Churn Risk and Service Expansion scope differently, so their totals can differ.
Churn bands: Critical from 0.6, High from 0.5, Medium from 0.3, Low below. No score shows Unknown.
Expansion status is derived in priority order: any open opportunity → Open SE; otherwise a win in the last three months → Recently Won; otherwise a loss in the last two weeks → Recently Lost; otherwise Unknown. Note the windows are deliberately different — three months for wins, two weeks for losses.
The Department filter is revenue-based, not an org chart: it means the client has revenue in that department. It also doesn't apply to the By Division table.
A client showing "—" for division and "Unknown" everywhere exists in our client records but is missing from the model's feature data — common for brand-new clients. Their check-in answers still count.
QBP submissions don't appear here. Weekly check-ins only.
Admins who aren't also Team Leads see no nav link, because the Client Pulse section itself is Team-Lead-gated. The page still opens from a direct link or from the Help drawer. Worth knowing before someone reports it missing.
The client list is cached for about 15 minutes, so a client added or churned minutes ago can lag briefly.
Common questions
Why does it show more clients than actually submitted? On purpose. It counts the whole eligible book so non-submission is visible. That's what makes it a compliance check as well as a health check.
Why is a percentage lower than what I calculate from the submissions alone? Because the denominator is the whole book, not the submissions. See the section above.
Where do the sentiment and pacing answers come from? Account Directors and Group Directors enter them on Submit Pulse Data. No external system involved.
What do Critical / High / Medium / Low mean? Bands on the churn model's 0–1 score — see "Good to know". The model refreshes weekly.
Why doesn't the client count match Churn Risk? Different scoping rules. This page matches Submit Pulse Data and Portfolio Review exactly.
I'm an admin but there's no nav link. The Client Pulse section is Team-Lead-gated. Use a direct link or the Help drawer.
Can I change an answer here? No. The client's Account Director resubmits for that week on Submit Pulse Data — submissions overwrite per client per week.
How far back can I look? The week dropdown defaults to the current week and offers every past week with at least one submission. There's no multi-week trend view on this page today.
Related
Submit Pulse Data — where every answer here comes from
My Submissions — the individual's own history
Employee Pulse — who submitted, for the employee check-in
Churn Risk — drill into individual at-risk clients
Service Expansion — the expansion pipeline in detail
Portfolio Review — the same data, per client