It's inevitable that a customer will leave a low rating, but to keep customers happy it's imperative that you follow up, investigate, and (if possible) correct their complaint. 

To automate the process, each Macorva CX survey can be configured to route any survey response with a low rating to your issue handling team or user. Tasks are also automatically created for those users in Macorva to ensure each survey is reviewed and followed up. Customization settings are available in the Survey configuration section.