Macorva CX simplifies the management of survey results and contact information by following these rules:

• Survey results
  • Every click and tap is saved, but only completed surveys (submitted by clicking Submit) are included in reports.
  • Response rate = number of completed surveys ÷ number of surveys sent.
• Contact Management
  • If you send a survey to an email or phone number and later send another survey to that same contact but add a name, Macorva automatically updates the original contact with the new name.
  • If a customer was previously identified only by phone/email, and a name is later added, Macorva will update the contact record with the name.
• Access to results
  • Managers have configurable access to broader data sets, including location-specific results, all employee ratings within their team, and all customer comments.
  • Employees have a focused view limited to their own performance. They can see their personal attributes and their average customer rating, but not the ratings or comments for their colleagues.