Macorva 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 following question types, depending on what insights you want to gather:

• Brand experience - Captures how customers feel about your company as a whole, not just one product or service. It reflects their trust and loyalty to your brand, and is often measured using Net Promoter Score (NPS).
  • Example: On a scale of 0-10, how likely are you to recommend us to a friend or colleague?
• Customer experience (CSAT) - Focuses on a customer’s satisfaction (CSAT) with a specific interaction, service, or touchpoint (such as support, onboarding, or training). It helps pinpoint what parts of the journey are working well or need improvement.
  • Overall, how satisfied were you with your support call today?
• Customer effort score (CES) - Measures how easy it was for a customer to get their issue resolved or need fulfilled. A low-effort experience is a strong driver of customer loyalty, while high effort can lead to frustration and churn.
  • Example: How easy was it to resolve your issue with our support team today?
• Employee experience - Collects direct feedback about an employee a customer interacted with. Macorva will display the employee's first name and profile picture.
  • Example: How would you rate the service you received from [Employee Name] today?
• Product experience - Gathers feedback on a customer's satisfaction with a specific product they've used, consumed or purchased.
  • Example: How well did this product meet your needs?
• Open comments - Provides a space for customers to share detailed feedback in their own words. It helps you understand the "why" behind their ratings and can uncover important insights you didn't know to ask about. Macorva recommends that common topics are added to positive and negative attributes so they can be directly tracked and trended.
  • Examples: Could you please tell us the primary reason for your score? OR Is there anything else you’d like to tell us about your experience?