Outlook isn't loading the face images

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.

Whitelisting

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.

Fallback design

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:

Adding labels

You can create a survey snippet where each face has an accompanying text label underneath. If you set up your survey before November 2021 then it won't include these labels. See our article on creating a new CSAT survey for instructions on how to update this.