It’s inevitable that some customers will leave a low rating. The key to maintaining customer satisfaction is ensuring you follow up promptly, investigate thoroughly, and (when possible) resolve their concerns.

Instead of manually searching for negative feedback, you can configure your Macorva CX surveys to do the work for you.

• Instant Routing of Negative Feedback: When a survey response comes in with a low rating, it is instantly and automatically routed to the person or team you designate. This eliminates manual sorting and dramatically reduces response time.

• Follow-up reports: Individuals or teams receive an email with a detailed summary of the customer’s experience. Each email includes a link to the Macorva dashboard for full visibility into the feedback. Reports can be delivered instantly or as a daily summary, depending on configuration.

These settings can be tailored in the Survey Configuration section to align with your organization’s workflows. For further information how to do this, check out this article and scroll down to the Survey Configuration section.