Surveys

Surveys for Customers

Purpose of the Survey

• Systematic collection of customer feedback
• Measuring satisfaction after a ticket is closed
• Basis for team and quality development

Prerequisites

• Permission "Manage customer and user satisfaction surveys" – by default, only the Administrator role has this permission.

Choosing the Scale

Under Settings → User Management → Surveys, section "Surveys for Customers", choose the scale in the field "Show customer satisfaction survey in footer":

• Good / Okay / Not Good (3-point scale)
• Stars (5-point scale)
• NPS (10-point scale) – values from 1 to 10
• Disabled (default)

The selected scale applies globally – it is used for all enabled email accounts.

Designing the Template

Once a scale is selected, the template editor appears, where the layout of the survey can be designed in HTML. Each scale has its own template ("Template for Good / Okay / Not Good (3-point scale)", "Template for Stars (5-point scale)", "Template for NPS (10-point scale)"); only the template of the selected scale is shown.

The placeholder {surveyUrl|…} must appear for every value of the scale – for the 3-point scale, that is {surveyUrl|1}, {surveyUrl|2} and {surveyUrl|3}. If one is missing, the template cannot be saved.

Enneo automatically replaces the placeholders {schema} and {domain} with the address of your own Enneo instance when sending. This makes sure, for example, that the icons load correctly.

Example for 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="/en/quality/{surveyUrl|3}" target="_blank" style="text-decoration: none; text-align: center; color: #000;">
        <img src="{schema}://{domain}/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="/en/quality/{surveyUrl|2}" target="_blank" style="text-decoration: none; text-align: center; color: #000;">
        <img src="{schema}://{domain}/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="/en/quality/{surveyUrl|1}" target="_blank" style="text-decoration: none; text-align: center; color: #000;">
        <img src="{schema}://{domain}/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 layouts:

Setting the Thank-You Text

The "Template for completed survey" defines what the customer sees after clicking a rating. The default text is in German: "Danke für die Bewertung! Sie hilft uns, uns zu verbessern." ("Thank you for your rating! It helps us improve.")

Clicking a rating opens an Enneo page that saves the rating and shows the thank-you text. The customer cannot leave a comment there. Only the first rating counts – if the customer clicks again later, it stays unchanged and they see the thank-you text again.

Enabling It in the Email Account

Even though the scale is set globally, you can decide for each mailbox whether the CSAT function should be active:

1. Open the email accounts menu item
2. Edit the desired account
3. In the section "Customer Satisfaction Survey (CSAT)", turn on the switch Add Customer Satisfaction Survey (off by default)

The switch only appears once a scale has been selected under Choosing the Scale.

Testing

To check the configuration, simply create an outgoing email and send it to your own email address. This shows right away whether the survey in the footer looks as intended or whether anything needs adjusting.

Viewing Results in Enneo

The results of the customer survey appear in several places in Enneo:

• Dashboard – the Customer satisfaction tile shows the ratings and the survey response rate. This requires the permission "Dashboard component 'Customer satisfaction'"; by default, the Administrator and Agent roles have it.
• Ticket – once the customer has rated, an entry with the rating appears in the ticket's activity history.
• AI agents – the AI agent reports include a customer satisfaction chart.
• Quality assessment – the result of the customer survey feeds into the quality assessment under "Customer experience".

Exporting Results

The survey results can be downloaded under Settings → Advanced Settings → Data Export with the export type Customer Satisfaction as CSV, JSON or XLSX. This requires the permission "Export surveys".

Customer and user surveys are in the same export: the column audience distinguishes customer surveys (customer) from user surveys (user). Only answered surveys are exported.

Surveys for Enneo Users

Purpose of the Survey

• Rating the solution suggested by the AI agent
• Improving the AI logic based on feedback from practice
• Uncovering potential to extend existing AI agents or develop new use cases

Prerequisites

• Permission "Manage customer and user satisfaction surveys" – by default, only the Administrator role has this permission.

Turning the Survey On

Under Settings → User Management → Surveys, section "Surveys for Enneo Users", select the option "How satisfied were you with the AI? 1-5 stars." in the field "Survey after ticket completion". The default is "No survey".

How the Survey Works

• The survey appears after a reply is sent.
• It opens a popup "How satisfied are you with the AI solution?" with a rating from 1 to 5 stars.
• An optional comment can also be entered.
• If a ticket has already received a customer survey, the user survey does not appear there.

Exporting Results

The results are in the same export as the customer surveys, see Exporting Results under Surveys for Customers. User surveys have the value user in the column audience.