Hello there Frederick,
I hope this Monday is going well for you there at Mexico.
I opened here one of our surveys, in HTML5, in a Internal Test System of the latest release (1802). As you can see below, in the view "Results" there is an 'Export' button available, that triggers the download of a sheet with the results.
This button can be hidden by Page Layout. Check if the key user is able to see this button - in that case, you might be restricted to do it by page layout/business role.
Have a nice week start there, bye!
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