Single Source of Truth
1 min
# 360Pulse – Product Specification
This document provides a **single source of truth** for 360Pulse. It is designed to serve as a reference when creating product specs, UX/UI designs, marketing collateral, technical documentation, and more. The goal is to ensure **all stakeholders and supporting AIs** have consistent, accurate information about 360Pulse’s current functionality and scope.
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## 1. Overview
**360Pulse** is a recurring satisfaction-measurement platform, enabling businesses to send short, regular “Pulse Checks” to their customers (or end users). The key objectives are:
1. Gather ongoing feedback (satisfaction over time).
2. Aggregate and present data for easy review and trend analysis.
3. Prompt satisfied users to leave testimonials and Google reviews.
### 1.1 Primary Use Case
- **Service-Oriented Businesses** (e.g., MSPs, agencies, consultants) wanting a quick, repeatable way to measure client satisfaction each month/quarter and track changes over time.
### 1.2 Product Positioning
- **Not** a general-purpose survey system.
- Focused on **recurring** (scheduled) short surveys, with a strong emphasis on **trend analysis** and **testimonials**.
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## 2. Key Features
Below is a detailed feature breakdown for the initial product release. If a feature is **not** mentioned, assume it is **out of scope** at this time.
### 2.1 "Pulse Check" Surveys
1. **Question Format**
- Each Pulse Check can have up to **10 questions** maximum.
- Each question can be answered by choosing one of three icons/labels: **Happy**, **Meh**, or **Sad** (3-point scale).
- Additionally, there is one **NPS-style** question at the end (scale 0–10).
2. **Scheduling**
- Pulse Checks can be configured to send **monthly**, **quarterly**, **semi-annually**, or **annually**.
- An **automated** process triggers email invitations to contacts at the chosen frequency.
- The scheduler supports advanced rules, such as “Every X months on [the Nth day / the first Monday / the last weekday],” etc.
- Timezone defaults to the admin’s local browser time and is stored in the database as UTC.
- **One-time override**: The admin can edit the *upcoming* Pulse Check date/time without changing the rule.
- **Permanent changes**: The admin can reopen the scheduler modal and adjust the recurring rule itself.
3. **Automated Reminders**
- If a contact does not respond within a configurable number of days, up to **two** reminder emails can be sent automatically.
- Goal: Increase response rates without spamming.
4. **Multi-Language Support**
- Each question can have **multiple language variants**.
- The survey detects the browser language and **auto-selects** the corresponding variant if available, else defaults to a fallback language.
- A **language dropdown** on the survey page allows manual switching.
- **AI-powered** translations available as an option when editing questions (admin can click a button to get an AI-generated translation).
- If a new language is added to a pulse check, the system automatically uses AI to translate existing questions into that language.
5. **Branding**
- The **pulse check page** (the page the recipient sees) can be styled with the company’s (the 360Pulse customer’s) **logo**, **primary color**, **welcome text**, and **thank-you message**.
- Full white-labeling (e.g., custom domain, removing 360Pulse branding in the footer) is **not** part of the current feature set.
6. **Anonymous Feedback (Optional)**
- Admins can toggle an option when creating a Pulse Check to make the responses **anonymous**.
- If enabled, the system does not show the contact or client’s identity in the feedback results, only aggregated metrics.
- When viewing a Client or Contact individually, no data is displayed if the Pulse Check was anonymous. (Only aggregated statistics appear.)
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### 2.2 Data Entities
1. **Client**
- Represents an organization that the 360Pulse customer is surveying (e.g., an MSP’s client).
- Can have tags (like “Industry: Healthcare,” “Account Manager: Bob”).
- Also holds an **industry** value used for future **benchmarking** (though no industry benchmarking is delivered at this stage).
2. **Contact**
- Individuals within a Client.
- Fields: Name, Email, optional tags, optional metadata (like job title).
- Typically each Contact belongs to a single Client.
3. **Survey Configuration (Pulse Check)**
- A definition of the recurring schedule (frequency), the question set (1–10 questions + 1 NPS question), branding info, language variants, and anonymous on/off.
4. **Survey Instance**
- Each **email invitation** to a specific Contact at a specific time is an instance.
- Tracks whether the Contact responded, the date/time, and the answers.
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### 2.3 Testimonials & Google Review Requests
1. **Trigger**
- If the final NPS score is **≥ 7**, the survey completion page displays options:
- Leave a testimonial (text area, checkbox to agree to terms).
- Create a Google review (with a link to the business’s review page).
2. **Collection & Logging**
- If the respondent submits a testimonial, it is stored in the system’s database alongside their name and date (even if anonymous mode is on).
- After a testimonial is collected, **do not** repeatedly prompt the same user for another testimonial in subsequent surveys.
- The system records whether the user **clicked** the Google review link.
3. **Google Review Tracking**
- The system captures the **total number of Google reviews** and the **overall Google rating** daily.
- Maintains a **historical record** of how many reviews exist and the average rating. This data can be displayed as a chart to show growth/improvement over time.
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### 2.4 Reporting & Analytics
1. **Admin Dashboard**
- **Client List View**: Rows of Clients with columns showing:
- Overall sentiment (color-coded or icon-coded) for the current period.
- Up/down arrow indicating if the sentiment is trending compared to the previous period.
- Subcategory columns (each question category) with a summary icon (happy/meh/sad).
- A final column indicating if any **comments** or **testimonials** were submitted.
- A button or link to **View Details** for that Client.
2. **Client Details View**
- Shows a **timeline** (month-by-month or period-by-period) of aggregated results.
- Displays:
- Average 3-point scale responses.
- NPS rating each time.
- Open text comments (if any).
- Ability to **filter** by tags (e.g., “Account Manager: Bob,” “Location: US,” etc.).
- Exports to CSV for that Client’s data (only available to Admins).
3. **Tag-Based Filtering**
- Admin can apply multiple tags to Clients and/or Contacts. (e.g., “Tier 1,” “Manager: Alice”).
- Filter the entire dashboard to show only results for certain tags, aiding segmentation.
4. **No Leaderboards / Gamification**
- No leaderboard or gamified reporting features are included at this time.
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### 2.5 Roles & Permissions
1. **Admin**
- Full system privileges: create/edit/delete Pulse Checks, Clients, Contacts, questions, etc.
- Access to all reporting data across all Clients.
- Can export data to CSV.
- Assign tags, set schedules, manage user roles.
2. **User**
- Can **view** results for assigned Clients/Contacts only.
- **Cannot export** any data.
- Cannot modify system settings, schedules, or questions.
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### 2.6 Additional Details
1. **No Complex Follow-Ups**
- Other than basic reminders, no advanced sequences or multi-step follow-ups (e.g., if negative feedback → auto-schedule a call).
2. **No Integrations**
- This release does **not** integrate with CRMs, ticketing systems, or Zapier. All data entry (Clients, Contacts) is manual or via CSV import.
3. **No Client/End-User Portals**
- Clients being surveyed do **not** get a login to view or manage their own feedback data. Only internal 360Pulse users (admins, users) can see results.
4. **Avatar Retrieval**
- The system attempts to fetch a gravatar or public LinkedIn avatar by email. If not found, it uses a generic placeholder.
5. **Mobile-Optimized Surveys**
- Surveys are responsive and easy to fill on mobile devices.
6. **Guided Setup Wizard**
- For new 360Pulse customers:
- Basic company info (name, logo, industry).
- **Setup Wizard** flow:
1. **Create First Pulse Check**
- Add up to 10 questions, define branding (logo, primary color).
- Indicate frequency (monthly, quarterly, etc.).
- Specify if anonymous.
- Optionally add language variants; AI auto-translates existing questions for the new language.
2. **Add Clients/Contacts**
- Prompt to upload CSV or manually add.
3. **Schedule**
- Choose “Every X months” or “Every X quarter(s)/year(s)” with the day-of-month rules (e.g., “1st Monday,” “Last Weekday”).
- Defaults to admin’s local timezone, stored in UTC.
7. **Survey Preview**
- Admin can preview how the Pulse Check looks before sending out.
8. **Accessibility**
- Basic accessibility considerations in forms and color contrast.
- No formal advanced compliance claims at this time.
9. **Exports & Data Ownership**
- Data belongs to the 360Pulse customer.
- CSV exports are available at the **admin** level only.
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## 3. System Architecture & Data Model (High-Level)
| **Entity** | **Key Fields** | **Relationships** |
|----------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------|---------------------------------------------------------------------------------------------------|
| **Customer** (Your paying subscriber) | - Name, industry, user roles<br>- Subscription data | N/A |
| **Client** | - Name<br>- Tags<br>- Industry (for future benchmarks) | Multiple **Contacts** belong to one **Client** |
| **Contact** | - Name, Email, Avatar URL<br>- Tags (optional) | Belongs to one **Client** |
| **Pulse Check** (survey config) | - Title<br>- Frequency (monthly, etc.)<br>- Start date<br>- Questions & question structure<br>- Branding (logo, color)<br>- Multi-language variants<br>- Anonymous flag | Each **Pulse Check** spawns multiple **Survey Instances** |
| **Survey Instance** | - Tied to a Pulse Check<br>- Tied to a specific Contact<br>- Send date (UTC)<br>- Completion date<br>- Answers (3-point scale, NPS, comments)<br>- Testimonial, if given | Many per Pulse Check (one per Contact, each interval) |
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## 4. Pricing Model
1. **Contact-Based**
- Plans scale based on how many total Contacts are active in the system.
- Example tiers:
- **Free**: Up to 50 Contacts, 1 active Pulse Check.
- **Paid Tier 1**: Up to 500 Contacts.
- **Paid Tier 2**: Up to 2,000 Contacts.
- Pricing details TBD.
2. **Features**
- All core features are included in **all paid tiers**.
- **Free tier** has a limited Contact count. Potential limitations could apply to AI rewording or multi-language support, but final restrictions are TBD.
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## 5. Survey Flow
1. **Scheduling**
- Admin configures a Pulse Check with the desired start date and frequency (monthly, quarterly, etc.).
- Selects specific rules, e.g., “Every 2 months on the Fourth Saturday at 9:00 AM.”
- A background service checks which surveys need to be sent on each applicable day.
- **One-time override**: Admin can change just the *upcoming* Pulse Check date/time.
- **Changing the schedule**: Admin can edit the rules at any time, which updates future occurrences.
2. **Invitation Email**
- Each Contact receives a unique link to complete the Pulse Check online.
- The link includes an identifier to track responses.
3. **Survey Page**
- Displays the brand’s logo/colors (from the Pulse Check config).
- Shows each question (3-point scale) plus an optional comment box.
- Ends with an NPS question (0–10 scale).
4. **Testimonial/Review Prompt**
- If the user’s NPS ≥ 7 (or if they selected primarily “Happy”), the next screen asks:
- “Would you like to leave us a testimonial?”
- “Click here to leave a Google review.”
- If the user is below that threshold, the system thanks them for their feedback and does **not** show review prompts.
5. **Reminders**
- If no response within the configured reminder interval (e.g., 3 days), a reminder email is sent.
- Up to 2 reminders total.
6. **Result Capture**
- The system stores the responses.
- If a testimonial is given, it is logged in the database with a timestamp and contact name (unless anonymous).
7. **Reporting**
- Admins can view aggregated stats on the 360Pulse dashboard or drill down at the Client level.
- Users can only view Clients/Contacts to which they are assigned (no exports).
8. **Google Reviews Tracking**
- The system retrieves the total number of reviews and the overall rating from Google daily, storing it for trend charts.
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## 6. Currently Out of Scope
To clarify, the current release does **not** include:
1. **Multiple Survey Types** (only one short “Pulse Check” type).
2. **Deep/Extended Surveys**.
3. **360 Feedback** (multi-rater feedback loops).
4. **Advanced Integrations** (CRM, ticketing, Zapier).
5. **AI Sentiment Analysis** (for open-text comments).
6. **Client/End-User Portals**.
7. **Leaderboards** or **Gamification**.
8. **Churn Prediction**.
9. **Advanced accessibility compliance** claims.
10. **Follow-up Sequences** beyond basic reminders (no advanced triggers for negative feedback).
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## 7. Future Roadmap
1. **Longer or More Detailed Surveys**
- Potential “Deep Pulse” surveys with more question types, scheduled less frequently.
2. **AI Sentiment Analysis**
- Automatic detection of positive/negative themes in open-text feedback.
3. **Alerts/Notifications**
- Slack, Teams, or Email alerts triggered by negative feedback or sudden drops in satisfaction.
4. **Industry Benchmarks**
- Compare a user’s NPS or satisfaction against industry averages once enough anonymized data is gathered.
5. **Testimonial Widgets**
- Embeddable code snippet to display curated testimonials on the business’s own website.
6. **Integrations**
- CRM, ticketing, Zapier for automating data flows in/out of 360Pulse.
7. **Lifecycle Surveys**
- Triggered automatically at specific points in the customer journey.
8. **White-Labeling**
- Removing 360Pulse branding entirely for agencies that want a private-labeled version.
9. **Churn Prediction**
- AI-driven correlation of repeated negative scores, inactivity, etc.
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## 8. Implementation & Next Steps
1. **Design & Branding**
- Finalize the 360Pulse brand identity, color palette, and UI components.
2. **Database & Architecture**
- Define the schema for Clients, Contacts, Surveys, Responses.
- Implement scheduling logic with monthly/quarterly/etc. rules, stored in UTC.
3. **Survey Builder**
- Allow admins to create up to 10 questions.
- Provide a “Start from Template” or “Start from Scratch” workflow.
- Optional AI rewrite button for question rewording.
- Optional AI language translation for additional languages.
4. **Email & Reminder System**
- Integrate with an email service provider (e.g., SendGrid, Postmark).
- Build logic for automated reminders.
5. **Frontend**
- Responsive, mobile-optimized survey pages with multi-language support.
- Admin dashboard with user role logic.
6. **Testimonials & Google Review Flow**
- Admin sets a Google review link.
- Survey completion page prompts users with high scores to submit a testimonial or visit Google review link.
- Automated daily retrieval of Google review counts/ratings to show growth over time.
7. **Reporting**
- Aggregate reporting (dashboard) with trending over time and filtering by tags.
- CSV export (admin-only).
8. **Pricing & Payment Gateway**
- Integrate a subscription management system (e.g., Stripe).
- Enforce contact limits per plan.
9. **Beta Testing & Feedback**
- Pilot with a small group to ensure reliability and gather initial user feedback.
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## 9. Conclusion
This **360Pulse Product Specification** defines what the initial version does, how it works, and what is currently out of scope. It’s designed to ensure alignment across design, development, marketing, and support. Future enhancements can be added once the core platform is live and validated, building a complete ecosystem for ongoing, automated satisfaction measurement and testimonial collection.
**End of Document**