Surveys

Types and Functionality

Customer Surveys

With the CSAT feature (Customer Satisfaction Score), service quality feedback can be collected automatically. Enneo includes a survey directly in the footer of outgoing responses, the customer can rate with a few clicks whether their issue has been resolved satisfactorily.

Purpose of the survey

• Systematic collection of customer feedback
• Determination of satisfaction after ticket closure
• Basis for team and quality development

Requirements

• User right “Manage customer and user satisfaction surveys” is required.

Setting up the CSAT survey

1. Accessing the survey section
   User Administration → Surveys → Customer Surveys

2. Choosing scale and representation
   ”Display customer satisfaction survey in the footer” with the options:

   • Good / Okay / Not Good (3-scale)
   • Stars (5-scale)
   • NPS (10-scale)
   • Deactivated (default setting)

   The chosen scale applies globally – it is used for all activated email accounts.

3. HTML Template
   After selecting the scale, the template editor is displayed, in which the layout of the survey can be implemented via HTML.

   Example of a 3-scale:

   <p style="font-size: 14px; margin: 20px 0 10px;">
   Did I solve your problem?
   </p>
   
   <div style="display: flex; gap: 20px; align-items: center;">
       <a href="{surveyUrl|3}" target="_blank" style="text-decoration: none; text-align: center; color: #000;">
           <img src="https://main.enneo.dev/icons/emojiHappy.svg" style="width: 48px; height: 48px; display: block; margin: 0 auto;" />
           <div style="font-size: 12px; margin-top: 5px;">Yes</div>
       </a>
       <a href="{surveyUrl|2}" target="_blank" style="text-decoration: none; text-align: center; color: #000;">
           <img src="https://main.enneo.dev/icons/emojiNeutral.svg" style="width: 48px; height: 48px; display: block; margin: 0 auto;" />
           <div style="font-size: 12px; margin-top: 5px;">Partially</div>
       </a>
       <a href="{surveyUrl|1}" target="_blank" style="text-decoration: none; text-align: center; color: #000;">
           <img src="https://main.enneo.dev/icons/emojiDisappointed.svg" style="width: 48px; height: 48px; display: block; margin: 0 auto;" />
           <div style="font-size: 12px; margin-top: 5px;">No</div>
       </a>
   </div>
   
   

   Possible representations:

   

   

4. Activation per email account
   Although the scale is set globally, it can be individually decided for each email mailbox whether the CSAT function should be active or not:

   • Go to Email Accounts
   • Edit the desired account
   • Activate the toggle in the section “Customer Satisfaction Survey (CSAT)”

5. Testing and checking
   To check the configuration, simply create an outgoing email and send it to your own email address. This allows a direct check to see if the survey in the footer meets the expectations or needs to be adjusted.

6. Data Retrieval
   The survey results can be downloaded as an .xlsx file in the Advanced Settings → Exports and Reporting Settings → "Customer Satisfaction Surveys" section.
   Relevant datasets: Audience = customer

User Surveys

With the User Survey, it can be internally determined how helpful the solutions suggested by the AI-agent were in the ticket context. The survey appears after the dispatch of an answer and allows quick feedback by the ticket handler.

Purpose of the survey

• Evaluation of the solution proposed by the AI-agent
• Improvement of AI-logic based on feedback from practical experience
• Uncovering potential for expanding existing AI-agents or developing new use cases

Requirements

• User right “Manage customer and user satisfaction surveys” is required.

Setting up the user survey

1. Accessing the survey section
   User Administration → Surveys → User Surveys

2. Activation

   • Select the option
     ”How satisfied were you with the AI? 1–5 Stars.” from the dropdown “Survey after ticket closure”
   • By default, “No survey” is set

3. Functionality

   • The survey appears after the completion of a ticket processing
   • Only visible to users with ticket processing roles
   • The survey contains a popup “How satisfied are you with the AI solution?”
   • The rating scale ranges from 1 to 5 stars

4. Data Retrieval
   The survey’s results can be downloaded as an .xlsx file in the Advanced Settings → Exports and Reporting Settings → "Customer Satisfaction Surveys" section.
   Relevant datasets: Audience = user