Customer surveys
Collect customer feedback and understand what drives it.
41 articles
Types of customer surveysMacorva makes it easy to capture meaningful feedback across many areas of the customer journey. Surveys can be tailored to include one or more of the follo
How do I create my first customer survey?Users with survey management permissions can easily create and customize surveys. This guide will walk you through the process from start to finish. Start
How do I create a custom question?Macorva gives you the flexibility to build a library of your own custom questions. Once a question is created, it's saved to your central library, allowing
How do I use AI to create custom questions?Macorva's Radiant AI technology can assist you in creating custom CX questions. Have a question but you aren't sure how to ask it? Let our AI help you! Log
How do I send my first survey?Congratulations, you’ve just created your first survey! The next critical step is to test it. Sending a practice survey to yourself is the best way to catc
How to Schedule a CX Survey to Send LaterFrom the main dashboard, click on Surveys in the top navigation bar. In the secondary navigation menu below, select Send survey . Click the Bulk send butto
Configuring AI review generationMacorva's newest feature leverages our Radiant AI to generate sample reviews for external websites such as Yelp and Google. This feature uses the member re
How do I send surveys to a list of customers?Need to send a survey to a specific list of customers or prospects outside of your usual automated triggers? Macorva’s Bulk Send feature is the perfect too
How to create custom CX dashboardsMacorva gives you the power to create personalized dashboards for your CX surveys, bringing all your essential data into one central, convenient location.
Where do I review customer survey results?Head to the Surveys tab to access a full suite of automatically built reports that turn raw survey data into actionable insights. You can visualize trends,
Can I download my customer survey data?Yes! Macorva CX allows you to download all of your customer survey data. You can export full datasets, including responses, comments, and ratings, as a CSV
What channels can I use to send surveys to customers?With Macorva CX, you can send surveys directly to customers via: Email – Send surveys directly to a customer’s inbox for quick access. Text Message / SMS
How does Macorva organize my surveys?As your surveying needs grow, you may have hundreds or even thousands of surveys in circulation to track customer feedback on products, brands, locations,
How can I automate sending customer surveys?Every customer interaction is an opportunity to gather feedback, but your business shouldn't have to slow down to collect it. Macorva integrates seamlessly
Why should I attach employees to my customer surveys?Attaching employees to your customer surveys lets you connect feedback directly to the people who interacted with the customer. This makes the feedback mor
How do I send and edit customer survey notifications?Log in to your Macorva admin account and go to Configure > Surveys. On the left, you’ll see the Category column dropdown. Select the survey category, th
How to use Filters in Customer Survey DataMacorva provides multiple ways to filter your Customer Experience data, making it easy to find exactly what you need while keeping survey integrity intact.
Can I send customer survey notification reminders?Yes, you can send notification reminders for customer survey! It's common for customers to put off filling out surveys a day or more after receiving their
How do I direct customers to give reviews on Google/Facebook/Yelp?Navigate to Configure > CX surveys In the left Category column, select the survey you would like to edit. To ask happy customers (those who rate their e
Is there a time buffer between customer survey sends?Yes. By default, Macorva CX applies a two-week buffer between customer survey sends to prevent survey fatigue, but the survey can be updated to remove this
Do customer survey links expire?Yes. By default, customer survey links in Macorva expire after 14 days a customer to keep results timely and encourage quick responses. If you would like t
What happens if a customer clicks a link to a survey they've already completed?Once a survey is completed, the link will not allow another submission. If a customer clicks the link again, they will be shown the
How do I create a QR code for a survey?A simple way to capture survey data without proactively sending notifications is by adding a QR code to business cards, placards, or other materials. You c
What can managers view versus employees in Macorva CX?Access in Macorva CX is based on user permissions. Managers have broader visibility into customer experience data, while employees see only their own ratin
How does Macorva CX save and calculate results?Macorva CX simplifies the management of survey results and contact information by following these rules: Survey results Every click and tap is saved, but o
What should I do if a customer leaves a low rating on a Macorva CX survey?It’s inevitable that some customers will leave a low rating. The key to maintaining customer satisfaction is ensuring you follow up promptly, investigate t
Can I change a question after it has been sent out?Yes, you can edit a custom question after it has been included in a survey. However, there are some important limitations to consider. What You CAN Change:
CX Opt-out reportsThe CX Opt-Out Reports allow you to view which customers have chosen not to receive communications from Macorva. Two types of reports are available: CX Ema
Filter by DateIn the Customers tab, click the date picker to select dates: Select any of the preset dates (Last 7 days, Last 14 days, Last 30 Days, etc) OR select any da
Filter by Survey Category & GroupSelect the middle drop down arrow to see a list of all survey categories: Select the survey category you'd like to view data for Just like the date filter,
Filter by NPS, CSAT, Employee RatingsUsing the filter bar, you can select NPS rating, CSAT rating, or Employee rating to filter your data sets. The steps taken for all 3 rating types are the s
Filter by Employee ratedSelect Filter For the type, select “Employee Rated” A box will appear to select the Employee, use the drop down to find and select the employee you wish to
Filter by Team ratedSelect Filter For the type, select “Team Rated” A box will appear to select the Manager, use the drop down to find and select the team you wish to view res
Filter by Multiple choice answerSelect Filter For the type, select Multiple choice answer Select the question you'd like to filter by Select the answer you'd like to filter by Click Apply
Filter by Free text answerSelect Filter For the type, select “Free text answer” Select the question you'd like to filter by Enter the text you are looking for within the answer Clic
Filter by Note containsThis filter allows you to search for words, phrases, numbers, account names, etc contained in the “Notes” field. Select Filter For the type, select “Note
Filter by CustomersSelect Filter For the type, select “Customers” A box will appear to select the Customer, use the drop down to find and select the customer you wish to view
Filter by ProductsSelect Filter For the type, select “Products” A box will appear to select the Product, use the drop down to find and select the product you wish to view re
Using multiple filtersThe Macorva Customer Experience platform also allows you to “stack” filters to further refine survey data. Click Filter Select the appropriate Type, compa
CX OverviewMacorva’s Customer Experience (CX) platform makes it simple to create surveys, send them to customers, and analyze feedback to drive continuous improvement
Using variables in CX surveysYou can now personalize your customer experience (CX) surveys by including variables in your questions and prompts. This allows you to dynamically insert s