/surveys

name: "Crewhu Surveys"
description: >
  Crewhu CSAT/NPS survey data: the list/search/get tools and the
  detractor/promoter sentiment slices, the trend, detractor-follow-up,
  promoter-recognition and per-tech roll-up workflows, and the edge cases that
  skew scores — sparse response counts, comment-only feedback, and tenant-local
  timestamps.
when_to_use: >-
  When analyzing CSAT/NPS surveys, drilling into detractors and promoters, or pulling per-user /
  per-team satisfaction trends from Crewhu. Use when: crewhu csat, crewhu nps, crewhu survey,
  crewhu detractor, crewhu promoter, csat trend, customer satisfaction crewhu, or nps score.

Crewhu Surveys (CSAT / NPS)

Surveys are Crewhu's primary product — short CSAT/NPS responses tied to a ticket close, a specific tech, or a project milestone. This skill covers listing surveys, finding a specific one, and isolating the two ends of the curve (detractors and promoters) so MSP managers can react.

Anti-triggers

• **"User" here is an MSP technician, not an end user.**

`crewhu_users_*` returns the staff being scored. A customer's staff account in a tenant is `m365-users` or `cipp-users`; the customer's billing or ticket contact is a PSA contact (`connectwise`, `halopsa`, `kaseya/autotask`).

• **Acting on a detractor** — Crewhu records the feedback and stops

there. Raising the follow-up ticket, logging the call-back, or crediting the account happens in the PSA.

• **Compliance or insurance questionnaires** — those are also

"surveys" in MSP conversation but share nothing with CSAT; use the `compliance-pack` or `scalepad` (`scalepad-controlmap`).

API Tools

List & Search

| Tool | Purpose | |------|---------| | `crewhu_surveys_list` | Paginated list of recent survey responses | | `crewhu_surveys_search` | Search surveys by keyword / metadata | | `crewhu_surveys_get` | Pull full detail for one survey response |

Sentiment Slices

| Tool | Purpose | |------|---------| | `crewhu_surveys_detractors` | Detractor responses (low scores / negative comments) | | `crewhu_surveys_promoters` | Promoter responses (high scores / positive comments) |

Common Workflows

Pull recent survey trend

1. Call `crewhu_surveys_list` with a wide enough window (90 days minimum). 2. Bucket results by week and compute average score and response count. 3. Surface the trend line, not just the latest week — single weeks are noisy.

Detractor follow-up queue

1. Call `crewhu_surveys_detractors` to get the negative responses. 2. For each, call `crewhu_surveys_get` to retrieve the full comment and the responsible technician (the responses include user attribution — cross-reference with `crewhu_users_get`). 3. Produce a follow-up list: customer, ticket, tech, score, comment, suggested action (call-back, account-manager hand-off, escalation).

Promoter recognition loop

1. Call `crewhu_surveys_promoters` to find positive responses. 2. Use the responsible tech to drive a recognition workflow:

• `crewhu_badges_user_recognition` to see whether the tech is

already trending in recognition.

• Consider awarding a badge via the `badges` domain (see

`crewhu_badges_history_list`).

Per-user roll-up

1. Use `crewhu_users_list` to enumerate techs. 2. For each tech, use `crewhu_surveys_search` (keyed on the user) to pull their responses. 3. Compute average score, response count, and detractor rate per tech for a manager scorecard.

Edge Cases

• **Sparse responses** — Some techs have few surveys; flag any

per-user metrics with N < 10 as low-confidence rather than ranking.

• **Comment-only feedback** — Some responses have a comment without a

score. Surface those separately; do not coerce them into the score average.

• **Time zones** — Survey timestamps are in the tenant's configured

zone; normalize before comparing across tenants.

Best Practices

• Always show denominators (response count) alongside averages.
• Pair detractor lists with promoter lists in a manager dashboard so

the picture is balanced.

• Capture the tech for every response in your output so action items

are unambiguous.

Related Skills

• [api-patterns](../api-patterns/SKILL.md) - Auth and pagination