Macorva allows you to capture feedback on a wide range of subjects. Note that a Macorva survey can include any or all of the following:

• Brand experience - Typically this is a Net Promoter Score (NPS) question, such as "How likely are you to recommend us to a friend or colleague?"
• Customer experience - Also known as customer satisfaction (CSAT), this is typically a question on how much the customer liked their visit, training session, support, etc.
• Customer effort score- Also known as CES, this typically is a question to determine how much effort is required on the part of the customer to achieve satisfaction in their experience. 
• Employee experience - If one or more employees had a meaningful interaction, you can directly ask the customer to rate them. Macorva will show the employee's first name and profile picture.
• Product experience - This is a great way to get feedback on a product that a customer has used, consumed, etc.
• Open comments - Comments can tell a full story. Macorva recommends that common topics are added to positive and negative attributes so they can be directly tracked and trended.

With Macorva CX, you can send surveys directly to customers via:  

• Email
• Text Message / SMS
• QR Code
• or embed the survey right in your website

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 create and manage surveys:

1. Navigate to Configure > Surveys

2. Choose the appropriate Category for your survey.

3. Select + and add a new survey.

4. Add a survey name and ID. The ID is used for identifying your survey when sending your survey via CSV or using Macorva's API. 

5. Build your survey by reviewing each section of the survey builder. Default communication and questions are provided in each section. Use the survey communication section to control your messaging and reminder schedule.

6. Use the Net Promoter Score (NPS) section to add NPS to your surveys. NPS can be added with or without attributes. Attributes can be customized to fit your needs by clicking Default attributes

7. Use the CSAT section to add CSAT to your surveys. CSAT always has attributes. Attributes can be customized to fit your needs by clicking Default attributes

8. Employees and Product sections can also be added and customized similar to the NPS/CSAT sections. 
9. Review the appearance of your survey on the right in real time.

10. Save and you're ready to send!
11. (Optional) Assign your survey to a group. For example, you may organize your Locations into Regions. After adding the survey, click Save Group

For information on custom questions, click here

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, presented to that employee on their dashboard, and used by Radiant AI to provide professional development suggestions specifically tailored to that employee. See examples of what data and action planning suggestions may look like in Macorva.

Customer feedback dashboard:

Example Radiant AI suggestions based on IO Psychologist training data:

After creating your first survey, test it by sending it to yourself. 

1. Make sure your user account has manual survey sending permissions.

3. Navigate to Surveys > Send survey

4. Select your survey.

5. Enter the customer information.

6. (Optional) Customize the survey by including rating requests for employee(s) and/or product(s) plus a note.

7. Submit the request to send your survey.

In many instances, you may want to send out different surveys to generated lists of your customers or prospects for non-triggered events. Examples may include a customer loyalty survey, trade show visitor list, or sales training attendee list. 

Macorva's Bulk send interface is the perfect tool for these ad hoc situations. Simply upload a CSV file with information on where to send the survey (email and/or phone), which survey to send, the customer's name*, any employees they may have interacted with (up to 100 per survey send)*, and any products*.

To access the interface:

1. Log into Macorva as an admin.
2. Navigate to Customers > Send survey
3. Select Bulk send

4. Upload a CSV (Optionally use “Download template file” as a starting point)

5. After upload, the imported data will be displayed in the table. Review before pressing Send.

Field definitions:

• Survey: The survey ID of the survey the customer will receive.
• Email / Phone: Where the survey will be sent.
• First name / Last name*: The customer's name.
• Employee #*: The employee ID of the employee that may be reviewed.
• Product #*: The product ID of the product that may be reviewed.

*Optional fields

Head to the Surveys tab to review an entire suite of automatically built and updated reports. You can also download full datasets of survey responses.

Built-in reports

Overview: shows graphs of your NPS/CSAT scores and response rates over time
My team: displays your highest and lowest rated employees, and a table of all results
Categories: see your highest and lowest rated locations, and a table of all results
Customers: see your happiest and least fulfilled customers
Products: see your highest and lowest rated products, and a table of all results
Questions: see responses to custom questions
Dashboards: create custom dashboards
Responses: look at a list of all responses and open comments

Examples

Some examples of Macorva's default reports are:

Overview provides a quick snapshot of NPS, CSAT, Completion rate, and Employee ratings 

Detailed breakdown of survey completion
Employee reports like customer favorites or those with low ratings.

Category reports like favorite locations or services. 

Customer reports like happiest or least satisfied customers.

Breakdown of responses of each question

And the list goes on.... 

All data is also available for CSV download or via our API.

Users with Manager permissions in Macorva CX are able to view:

• CX rating dashboards and surveys as configured (see options below) 

• Their employee ratings via the org chart

Employee users will have access only to their ratings via the Macorva homepage: