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enafeedback
Solution for public institutions

Hear citizens at the service point and resolve on the record

EnaFeedback is a digital complaint and suggestion box that collects citizen requests, complaints and satisfaction feedback in service halls, waiting areas and public buildings through QR codes and NFC. Every submission becomes a ticket, goes to the responsible department, and every action is written to the audit log.

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Digital complaint box

Citizens scan a QR code, send a request, suggestion, complaint or thanks, and receive a request code.

Traceable routing to departments

Tickets are routed to resolution teams with a required note, and every routing closes with a result.

Tamper-evident audit log

Create, route, close and export actions are stored in entries linked by an HMAC-SHA256 hash chain.

Anonymous by default

Contact details are optional. Your institution decides which fields are shown or required and writes the consent text.

Dedicated infrastructure

Each customer runs on its own application stack, database and file storage.

Accessibility target

The visitor interface targets WCAG 2.2 AA, and an accessibility statement is published.

Common challenges

  • The complaint box is opened once a month, and citizens stop trusting a channel that never answers.
  • Satisfaction in the service hall is not measured in enough detail to show which desk or department has a problem.
  • Nobody can document which department received a complaint or who acted on it and when.
  • Forms that collect personal data circulate without a privacy notice or consent text.
  • Citizen views on common areas and restroom cleanliness are not collected systematically.
  • Management reports are assembled by hand from scattered paper and email records.

Where QR and NFC points go

  • Citizen service hall and queue waiting areas
  • Service desks and cashier counters
  • Entrance halls and information desks
  • Visitor restrooms
  • Elevator lobbies and floor corridors
  • Meeting and training rooms
  • Staff cafeteria and tea stations
  • Parking and accessible entrances
  • Archive and document drop-off points

Instant, location-aware feedback in the service hall

Time spent in the citizen service hall is the most visible side of an institution. QR codes at desks and in waiting areas let citizens share their experience on the spot and tied to that point. Location details such as "Desk 3" or "Ground-floor waiting area" are added to the report automatically.

A short satisfaction survey measures wait time, staff attitude and clarity of directions by desk or department. Results are reported by location and exported to Excel.

From submission to result: a traceable ticket process

Every piece of feedback creates a ticket. An authorized user routes it to one or more departments with a required note. The department concludes the routing as "Action taken," "Could not complete," "Forwarded" or "Returned." A ticket cannot close until all routings are concluded, and closed tickets cannot be reopened.

Citizens follow their submission with the request code. If they left contact details, they get an email or SMS when the status changes. Unlike a slip in a box, this shows citizens they were heard.

Configuration that respects KVKK

Submissions are anonymous by default. Your institution decides whether name, phone and email fields are shown and whether they are required. When a contact field is on, your institution writes the privacy notice and consent text; no legal text ships with the product.

Each customer runs on a separate application stack, database and file storage. The admin panel masks staff and user contact details, and access is limited by 7 roles and 35 permission scopes. EnaFeedback is not a KVKK compliance certificate; it gives you settings that help you, as the data controller, run your own processes.

  • Invite-only admin accounts; no public sign-up
  • Task-based roles: feedback, hygiene, survey and page managers, team members
  • Every export written to the audit log
  • No analytics or tracking scripts on visitor pages

Reports you can take to management

Feedback analytics show the breakdown by category, location and time, time to first read and time to close, the age of unread tickets and close results. Resolution team performance shows each department’s success rate and average time to conclude.

For cleaning and support services, staff attendance is recorded by location too: who checked in and out, where and when. It does not replace the time and attendance system at the building entrance; it adds the actual work point in the field.

Reports export to Excel and single tickets to PDF. Charts can be saved as PNG. You get a consistent data source for annual reports and internal reviews.

Public institutions

A QR-based digital complaint box, satisfaction surveys and traceable ticket handling for citizen service halls.

  1. 01

    Define your service points

    Add buildings, floors, departments and desks as locations.

  2. 02

    Set personal data options

    Decide which contact fields to show and add the text approved by your legal team.

  3. 03

    Set up departments as resolution teams

    Create a resolution team for each department and invite the right staff as team members.

  4. 04

    Put up posters and track the process

    Print branded posters and review ticket times and department performance regularly.

Related pages

Frequently asked questions

Is EnaFeedback KVKK compliant?
KVKK compliance comes from the data controller’s processes, not from software alone. EnaFeedback is anonymous by default, leaves contact fields and consent text to your configuration and gives each customer a separate database. For personal data requests, write to support@enainnovation.com.
Can citizens see the outcome of their submission?
With the request code, citizens see the status as New, In progress or Closed. If they left contact details, they get an email or SMS when it changes. The detailed close result is not shown to them.
Does it integrate with our national complaint portal or document management system?
There is no ready-made integration. An HMAC-signed webhook can be sent when a ticket is routed or its status changes; connecting it to your system requires some technical work.
What does the audit log cover?
Create, update, delete, restore, escalate, route, close and export actions are recorded with user, IP address and before/after data. Entries are linked in a hash chain, and the detail view shows whether each link is valid.
Is it accessible for citizens with disabilities?
The visitor interface targets WCAG 2.2 AA, and a partial conformance statement is published. It includes keyboard access, focus management and reduced-motion support.
Are you ISO certified?
Our ISO 9001 and ISO 27001 certification processes are in progress.

Start turning feedback into action today

We'll open a trial with every feature enabled, so you can put up your first QR posters the same day.

Start a free trial 0850 308 45 91

Every feature included · Ready about 2 hours after your request