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?

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 –  Reach customers instantly on their phones with a link to complete the survey. It's perfect for quick surveys right after a service appointment, delivery, or purchase.
• QR Code – Place QR codes in physical locations so customers can scan and give feedback on the spot.
• Website Embed – Place surveys directly on your website, allowing customers to respond without leaving your site. 

Macorva uses magic links, or sign-in links, to provide access. This is more secure than traditional username / password log-ins and integrates user authentication without additional steps. 

To complete a survey or view results, simply click the link included in your email or text notification from Macorva. Clicking this link logs you in and automatically directs you to your open survey or personal results dashboard.

To request a new sign-in link:

• Go to app.macorva.com, enter in your company email address, and click Send a new sign-in link.

• Check your email or phone for a message from Macorva. 
• Click the link in this message to sign in. 

You can generate a new sign-in link at any time by going to app.macorva.com. 

Configuring Macorva's org chart is your first step when implementing both EX and CX plans. With the org chart, employees can see how your organization is structured, find the right person to contact for a project, look up contact information, review survey results, and more. 

Our visual presentation helps employees put a name to a face, keeps your organization connected, and promotes transparency between leadership and employees. It's also the most flexible way to review EX survey results for yourself and your teams.

Users with survey management permissions can easily create and customize surveys. This guide will walk you through the process from start to finish.

Start a new survey

• Log into your Macorva admin account and go to Configure > Surveys

• Choose the appropriate Category for your survey by clicking on the dropdown arrow in the left box.
• Select the dropdown arrow under “No survey” and click + New survey.

• Add a Survey name and ID. This ID is is used to identify this specific survey when sending it via CSV upload or API.

Build and configure your survey

• You can now start building your survey using the sections in the survey builder. Each section includes default communication and questions to help you get started. To make any changes, click on the checkbox next to Use category default. As you make changes, a real-time preview will appear on the right side of your screen so you can instantly see how your survey will look.
• Below is a quick overview of each section:
  • Customer communication – Control your email/SMS templates and reminder schedule.
  • Net Promoter Score (NPS) – Add an NPS question, with or without attributes. You can customize the attributes that customers can select to explain their rating.
  • CSAT – Add CSAT questions (always includes attributes). Customize them with Default attributes.
  • Employees and Products – You can also add questions to rate specific employees or products involved in the interaction.

• Use the Customer communication section to edit the email subject and text, as well as the SMS text that is sent out to your customers. You can also edit the reminder email subject and text, and set the maximum number of reminders and reminder frequency. (For more information, check out the How do I send and edit customer survey notifications? article.)
• Use the Net Promoter Score (NPS) section to add NPS to your surveys. NPS can be added with or without attributes and these attributes can be customized to fit your needs by clicking Default attributes. From here, you can add/remove negative or positive attributes.
• Use the CSAT section to add CSAT to your surveys. CSAT always has attributes and they can be customized to fit your needs by clicking Default attributes. From here, you can add/remove negative or positive attributes.
  

  

• Use the Employees and Products sections to add and customize sections similar to the format of NPS/CSAT.
• The Survey configuration section is where you can control the overall behavior and appearance of your survey. Key settings include:
  • Select the appropriate Brand template.
  • Set the Number of rating options (a 5 or 7 point scale).
  • Enable Open comments and edit the prompt.
  • Add additional questions. (For more information on this, check out our Creating custom survey questions article.)
  • Add links to third-party Review sites (like Google or Yelp). (For more information on this, check out the How do I direct customers to give reviews on Google/Facebook/Yelp? article.)
  • Update Additional follow-up criteria for when a response is flagged.
  • Enabling or disabling a Static URL for feedback or Throttle surveys using the “CX survey interval”. (For more information on QR codes, check out the How do I create a QR code for a survey? article.)

Notifications

• The Summary and follow-up notifications section is where you may select a variety of reports to receive based on survey responses. To select any of these reports, simply click on the checkbox and type in the desired recipients.
  • Radiant AI Summaries: These are digest reports that provide an overview of all survey responses. You can schedule these summaries to be sent Daily, Weekly, Biweekly, or Monthly to a selected list of recipients.
  • Follow-up Alerts: These are notifications for individual responses that require immediate attention, flagged either by our AI or by custom rules you've set in the Additional follow-up criteria section. You can choose to send these alerts Instantly as they arrive, or as a consolidated Daily list to specific recipients.

    

Save and Assign

• Once you're happy with the setup, click Save survey. Your survey is now ready to send!
• (Optional) To keep your surveys organized, you can assign them to a group. For example, you may organize your Locations into Regions by State. To create a group, click + New group and enter the group name. Then, select the appropriate survey and click Save Group.

Attaching employees to your customer surveys lets you connect feedback directly to the people who interacted with the customer. This makes the feedback more specific and actionable. For example, instead of only knowing a customer was “satisfied with support,” you’ll see that Sarah in Support received a 5-star rating. It also helps recognize top performers, identify coaching opportunities, and build accountability across teams.

While many other customer survey tools focus on product ratings, net promoter scores, or location and service ratings, Macorva lets you do all of this while also capturing employee-specific feedback.

This feedback is immediately collated and presented to that employee on their dashboard. 

In the manager's dashboard, Radiant AI provides professional development suggestions specifically tailored to that employee.

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 catch typos, test the user experience, and make sure your questions make sense before it goes out to customers.

Before you begin, make sure your user account has manual survey sending permissions enabled. (You can check this by going to Configure > People and finding your profile.)

Once you confirmed the survey permissions:

• Go to Surveys > Send survey.
• Select the Category and Survey you want to test.
• Enter your information as the customer.
• (Optional) Customize the survey by adding rating requests for employees and/or products, or by including a Note.
• Click Submit to send the survey to yourself. A green icon will populate in the upper right corner confirming the survey has been sent. 
• Once the survey has been tested and you are satisfied, repeat these steps to manually send the survey to a customer. 

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 tool for events like:

• Measuring customer loyalty
• Following up with trade show visitors
• Gathering feedback from sales training attendees

Macorva’s Bulk Send feature makes this simple. With it, you can upload a CSV file and send surveys directly to your list. This is especially useful for ad hoc or one-time survey needs.

Prepare your CSV file

Before you begin, create a CSV file with your contact list. You can download a pre-formatted template directly from the Bulk Send interface to make this easier. Your file should contain the following columns:

• Survey: The Survey ID for the survey you want to send to the customer. (Required)
• Email / Phone: The contact information for where to send the survey. (Required)
• First name / Last name: The customer's name. (Optional)
• Employee #: The Employee ID of the employee that may be reviewed. You can add columns for multiple employees (e.g., Employee 1, Employee 2). (Optional)
• Product #: The Product ID of the product that may be reviewed. You can add columns for multiple products. (Optional)

Upload and send your survey

To access the interface:

• Log into Macorva as an admin and go to Surveys > Send survey.
• Select Bulk send.
• Upload a CSV (using Drag and drop your CSV file here or click to browse).
• Click Upload in the bottom right corner.
• Click Validate and the system will begin checking the file for any errors or issues.

• Note: If there are any issues, an error message will pop up indicating which errors need to be corrected.

• If there are no issues, the imported data will be displayed in the table. Review before pressing Send.

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, drill down into specifics, and even download full datasets for deeper analysis.

Start with the Big Picture

The Overview tab gives you a high-level snapshot of customer survey performance across your organization. It pulls together key metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction), Summary Sentiment, Needs Follow-up, Completion Rate, and Employee Ratings, showing both overall results and daily trends.

This tab also includes detailed completion statistics such as how many surveys were sent, how many were completed, and how they were delivered (email, SMS, or digital link).

Drill Down for Deeper Insights

My team: View your highest and lowest rated employees, plus a detailed results table with employee name, average ratings, number of ratings and employee drivers.

Categories: View your best-performing locations or services, and identify areas for improvement for these locations or services, plus details of the average ratings, NPS, average employee ratings, number of ratings, response rate and customer drivers. 

Customers: Identify your happiest and least satisfied customers, along with customer details such as number of surveys sent, responses, average customer rating, average employee rating and total number of surveys.

Products: View your highest and lowest rated products, along with a detailed table of product details such as average rating, number of ratings, and product drivers.

 Questions: View responses to survey questions.

Dashboards: Build and customize dashboards to highlight the metrics that matter most. (For further information on how to create a customized dashboard, check out this article.)

Responses: View a full list of individual responses and open comments, along with a word cloud chart and responses history.

Send Survey: Send surveys directly to customers from within the platform. (For further information on how to send surveys, check out this article.)

Data Access

Need to run your own analysis? All data is available for a full download as a CSV file or can be accessed directly via our API.

Access in Macorva CX is based on user permissions. Managers have broader visibility into customer experience data, while employees see only their own ratings.

Managers can view

• View certain categories, groups or surveys as configured (see options below).

• Employee ratings through the Org Chart, allowing them to view feedback related to their direct reports and teams.

Employees can view

Their own ratings only, accessible directly from the Macorva homepage.