Ideally this should be done face-to-face. If you run an agent’s forum, the customer surveys is something you should put on the next agenda.

Here is a presentation created by Medway Council you could adapt and use it at your next agent’s forum:

Medway Council agent forum presentation

If you don’t run a forum, this is a letter you could use as a way of explaining the surveys and the approach to your agents:

Customer letter