Measuring citizen satisfaction in public buildings under KVKK

The core rule for measuring citizen satisfaction in public service buildings under KVKK, Turkey's personal data protection law, is simple: don't collect personal data you don't actually need. Most satisfaction measurement can be done anonymously, and contact details should only be collected when a citizen wants a reply, and only by their choice. This post covers the balance between anonymous and contact-based submissions, privacy notices, who sees what in the admin panel, and retention planning, using concrete EnaFeedback settings.

Start with purpose: what are you trying to measure?Copy Anchor Link

Data minimization starts by defining the purpose before you list any fields. In a civil registry waiting room, a municipal service center or a tax office, you're usually trying to answer questions like these:

• Is the waiting area clean and orderly?
• How do people perceive service time and staff attitude?
• Which counters, and which hours, see the most problems?
• Does this citizen have a specific issue that needs resolving?

None of the first three needs the citizen's identity. Location, time, a score and free text are enough. Only the fourth, where someone needs a reply, may require contact details. Drawing this line early cuts down the personal data you collect by a wide margin.

Make anonymous submission the defaultCopy Anchor Link

In EnaFeedback, visitor submissions are anonymous by default. A citizen scans the QR code and fills out the form without an account. If they want, they can tick "Add my contact details" and leave a name, phone number or email.

For each contact field, the admin makes two decisions: is it enabled, and is it required?

The last row matters. Once you make a field required, you force citizens who only want to share their experience to identify themselves. For public buildings, we recommend keeping every field optional and leaving on only the fields you'll actually use. If you only reply by SMS, for instance, keep the email field off.

Privacy notice and the consent checkboxCopy Anchor Link

As soon as you collect contact details, notice obligations apply. In EnaFeedback, the consent checkbox appears on the form when an admin has written consent or notice text and at least one contact field is enabled. Two points to keep in mind:

• No ready-made privacy notice ships with the product. You'll need to write your own with your legal team, based on your institution's processes.
• The form requires the checkbox, but the fact that a citizen ticked it isn't stored separately with the record. Plan how you'll keep consent records with that in mind.

A privacy notice usually covers your institution as data controller, the purpose of processing, what data is collected, who it may be shared with, how long it's kept and how people can make requests. A short, plain notice is one people actually read.

Surveys have a separate Consent question type, which always sits at the bottom of the form. Survey sessions don't store respondent identity, so satisfaction surveys are low-risk by design.

Who sees what in the admin panel?Copy Anchor Link

Protecting data starts with controlling access. EnaFeedback has seven admin roles and 35 permission scopes. A typical setup in a public institution might look like this:

Set the right expectations about masking. In the panel, staff contact details, the user list, team members and notification recipients are masked on screen. Contact details a citizen leaves with feedback, however, are shown in full to anyone allowed to see feedback, including team inbox members. So:

• Grant feedback access only to people who need to reply to citizens.
• Don't make resolution teams bigger than necessary.
• Don't copy a citizen's personal details into routing notes.

Every action, including exports, is written to the audit log. Audit entries form an HMAC-SHA256 hash chain, so you can check whether any entry was altered later.

Photos, video and free textCopy Anchor Link

Citizens can attach photos or video to feedback. These may capture other people's faces or documents without anyone meaning to. The free-text field can also end up holding an ID number or health information. A few steps reduce the risk:

• Add a short line on the poster: "Please don't include other people or personal documents in photos."
• Keep video attachments off unless you really need them (they're off by default).
• Note at the top of the form that messages shouldn't include ID numbers or similar details.
• Photos are re-encoded on the server, but reviewing content is still your team's responsibility.

Technical data and infrastructureCopy Anchor Link

Personal data isn't limited to form fields. Cover technical data in your privacy notice too:

• QR scan records store the IP address and browser information at submission time, which also helps prevent abuse.
• Visitor pages use only functional, first-party cookies. There are no analytics or tracking scripts.
• Each customer runs on a dedicated stack with its own database, cache and file storage, hosted on Huawei Cloud behind Cloudflare.
• If AI features (sentiment analysis, translation, transcription) are on, the relevant text and attachments are processed by the AI provider you choose. Whether to turn them on, and which provider to use, is your call.

Retention planningCopy Anchor Link

EnaFeedback doesn't automatically delete feedback, hygiene ratings or tickets. Your institution decides how long to keep them. That flexibility is also a responsibility. Suggested steps:

1. Set a retention period for each data type with your legal team.
2. State it in your privacy notice.
3. Archive reports as Excel or PDF at regular intervals instead of keeping raw data forever.
4. Plan ahead how you'll use the product's bulk visitor-data cleanup and how you'll handle data subject requests.

ENA Innovation's ISO 9001 and ISO 27001 certification processes are in progress.

Quick KVKK checklistCopy Anchor Link

• Have you defined the purpose of measurement in writing?
• Is anonymous submission on, and are contact fields optional?
• Have you turned off contact fields you won't use?
• Have you written your own privacy notice and added it to the form?
• Is feedback access limited to the people who need it?
• Does the poster include a photo and personal-data reminder?
• Did you make a deliberate choice about AI features?
• Are retention periods and the request process defined?

FAQCopy Anchor Link

Is anonymous feedback truly anonymous?Copy Anchor Link

The form doesn't ask for identity, and no account is needed. But technical data such as IP addresses is kept in scan records, and citizens may type personal details into their message. "Doesn't ask for identity" is more accurate than "leaves no trace."

What do I need to reply to a citizen?Copy Anchor Link

If a citizen leaves contact details, they can be notified by email or SMS when their ticket status changes. Citizens who don't leave contact details can still track status with the request code they get after submitting.

Is EnaFeedback KVKK certified?Copy Anchor Link

There's no certification scheme for KVKK. Compliance comes from your institution's processes as data controller. EnaFeedback offers settings that support those processes: anonymous by default, per-field contact choices, role-based access and an audit log.

The bottom lineCopy Anchor Link

Measuring citizen satisfaction and protecting personal data aren't competing goals. Anonymous defaults, optional contact details and tight access mean more honest feedback and less risk. Visit our public institutions and municipalities pages for more, or request a demo to talk through your institution's needs.