Microsoft Outlook often does not load images within emails, as a security measure. This can affect the appearance of the SmileBack survey, but there are a number of things you can do to fix this issue.
Get your help desk email address added to your customers' SafeSenders lists. If you manage their Exchange settings for them then you can enact this from your side. Alternatively, ask your customers to click on the "Add sender to SafeSenders' list" option when they next get an email from you.
Our survey design has fallback colours and labels built-in to work as a fallback option when the images aren't loaded. It looks like this:
If the options above do not work we can also add labels to the faces ("Good", "Neutral", "Bad"). Just send us your email template in a .txt file to email@example.com and we'll send it back to you amended with text under the survey faces. It will look like this: