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Customer Surveys

Using the CSAT feature (Customer Satisfaction Score), feedback on service quality can be automatically collected. To do this, Enneo displays a survey directly in the footer of outgoing responses - the customer can rate with a few clicks whether their concern has been satisfactorily resolved.
Purpose of the survey
  • Systematic collection of customer feedback
  • Determination of satisfaction after ticket closure
  • Basis for team and quality development
Prerequisite
  • User right “Managing customer and user satisfaction surveys” is required.
Setting up the CSAT survey
  1. Accessing the Surveys area
    User Management → Surveys → Customer surveys
  2. Choose scale and presentation
    ”Display customer satisfaction survey in footer” with the following options:
    • Good / Okay / Not Good (3-point scale)
    • Stars (5-point scale)
    • NPS (10-point scale)
    • Disabled (default)
    The selected scale applies globally - it is used for all activated email accounts.
  3. HTML Template
    Once a scale has been selected, the template editor will appear where the survey layout can be implemented via HTML.     Example of a 3-point scale: 
    <p style="font-size: 14px; margin: 20px 0 10px;">
Was I able to 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;">Partly</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 presentations:

  4. Activation per email account
    Although the scale is set globally, it can be decided individually for each email account whether the CSAT function should be active or not:
    • Open Email Accounts menu item
    • Edit desired account
    • In the “Customer Satisfaction Survey (CSAT)” section, activate the switch
  5. Testing and control
    To check the configuration, a simple outgoing email can be created and sent to your own email address. This way it can be directly seen whether the survey in the footer meets expectations, or if adjustments should be made.
  6. Data retrieval
    The results of the survey can be retrieved in the Advanced Settings → Exports and Reporting Settings → "Customer Satisfaction Surveys" section as a .xlsx file.
    Relevant data sets: Audience = customer

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User Surveys

With the user survey, it can be internally captured how helpful the solutions proposed by the AI-agent were in the ticket context. The survey appears after sending a response and allows for quick feedback from the ticket handlers.
Purpose of the survey
  • Rating of the solution suggested by the AI-agent
  • Improvement of the AI logic based on feedback from practice
  • Uncovering potential for expansion of existing AI agents or development of new use cases
Prerequisite
  • User right “Managing customer and user satisfaction surveys” is required.
Setting up the user survey
  1. Accessing the Surveys area
    User Management → Surveys → User Surveys
  2. Activation
    • Use the dropdown “Survey after ticket completion” to select the option
      ”How satisfied were you with the AI? 1–5 Stars.”
    • By default, it is set to “No survey”
  3. Functioning
    • The survey appears after a ticket processing is completed
    • Visible only to users with roles for ticket processing
    • The survey contains a popup “How satisfied are you with the AI solution?”
    • The rating scale comprises 1 to 5 stars
  4. Data retrieval
    The results of the survey can be retrieved in the Advanced Settings → Exports and Reporting Settings → "Customer Satisfaction Surveys" section as a .xlsx file.
    Relevant data sets: Audience = user