Zonka Feedback

Tool Introduction

Zonka Feedback is a customer experience and feedback management platform built to help organizations gather, analyze, and act on feedback across all touchpoints. Launched in 2014 by Rajiv Mehta and Sonika Mehta, the platform addresses challenges in understanding sentiment and closing feedback loops in real time. With multi-channel input options, automation tools, and AI-driven insights, Zonka Feedback supports data-backed improvements for over 1,000 businesses worldwide.

Demo Available?

Zonka Feedback offers a 14-day free trial with premium features and up to 50 responses, plus optional demos with product experts.

Tool's Accuracy

Users report Zonka Feedback delivers accurate analytics and reliable insights from surveys. The platform effectively captures multi-channel feedback and provides clear NPS and CES metrics with real-time alerts.

Aggregate Rating

4.6/5 stars (based on 70+ verified reviews across the internet)

Detailed Overview

Collects real-time feedback across channels with AI-powered analysis, customizable workflows, and enterprise-ready features.

What Zonka Feedback Does

Zonka Feedback collects feedback through web, email, SMS, in-app interfaces, kiosks, and offline modes. The platform offers customizable survey creation with logic-based questions. It includes AI-powered analytics for sentiment analysis and theme detection. Real-time alerts notify relevant teams of key issues. Users can automate workflows like follow-ups or escalations. The tool integrates with CRMs and helpdesks while supporting standard metrics such as NPS, CSAT, and CES.

Who Zonka Feedback is for

The platform serves customer experience teams, marketers, product managers, HR professionals, and operations leaders. It’s useful for B2B or B2C organizations aiming to improve loyalty, reduce churn, enhance employee engagement, or drive continuous improvement using actionable insights.

Top Differentiators

AI-Powered Analytics: Sentiment analysis, topic tagging, smart summaries.
Multi-Channel Collection: Capture feedback via web forms to kiosks.
Custom Workflows: Automate follow-ups or close loops faster.
Branding Control: White-label surveys match your brand.
Enterprise Security: Encryption at rest/in transit; SSO; RBAC controls.
Broad Integrations: Works with CRMs like HubSpot or Salesforce via native connectors or Zapier.

Introductory Video

Founding Year

2014

Target Industry

B2B, B2C, SMB, Enterprise, Technology, SaaS, Hospitality, Healthcare, Retail, E-commerce, Financial services, Education, Government, Public sector, Professional services

Available Integrations

HubSpot: Syncs NPS, CSAT, and CES scores with HubSpot Contacts, automates survey workflows, and maps responses to contact properties.
Freshdesk: Sends surveys based on ticket events and creates tickets from responses using API-based setup in the Zonka Feedback dashboard.
Pipedrive: Maps survey responses to leads and deals to help sales teams track customer sentiment after interactions.
Zapier: Connects Zonka Feedback with apps like Google Sheets and Gmail for automated data flows and task triggers.
Intercom: Enables integrations for customer communication, though depth may vary by plan or setup.
Slack: Sends real-time notifications for new survey responses directly to Slack channels.
Zendesk: Links feedback collection with support tickets for integrated customer satisfaction tracking.
Zoom: Offers integration capabilities, but details depend on configuration steps or plan levels.
Cisco Webex: Supports integration options based on plan tier or custom setup needs.

Plans & Pricing

Starter: $79 per month, or $49 per month with annual billing. Includes essential features for small teams.

Growth: $299 per month, or $199 per month with annual billing. Offers expanded capabilities for growing businesses.

Enterprise: Custom pricing. Designed for organizations with advanced needs. Contact Zonka Feedback for a quote.

All plans are paid. A free trial is available. Specific usage limits and overage rates are not publicly detailed.

Features & Specs

Survey Builder: Drag-and-drop interface supports question logic and types including NPS or CSAT.
AI Analytics: Detects sentiment themes; summarizes open-text responses automatically.
Multi-channel Distribution: Share surveys via SMS links, email embeds/signatures/links; use QR codes or in-app delivery.
Real-time Alerts & Notifications: Trigger team alerts based on scores or keywords.
Feedback Loop Automation: Set up rules for follow-ups or escalation paths.
Unified Response Inbox: View all survey results from one dashboard with filters.
Advanced Reporting: Create custom dashboards; track trends by location; export reports easily.
User Segmentation: Segment audiences by attributes or past interactions for targeted outreach.
White-labeling Options: Customize logos/colors/domains for branded experiences.
Integrations Support: Connects with tools like Salesforce or HubSpot; also uses Zapier/webhooks for flexibility.
API Access/SDKs Available: Public API enables custom integrations (rate limits not specified).
Mobile Friendly Design & Apps: Surveys work on mobile devices; offline app available too.
Data Export Options: Download results as CSVs or PDFs quickly when needed.
User Management Tools: Role-based access control (RBAC) plus single sign-on (SSO) support available.
Custom AI

Security & Compliance

Data is encrypted in transit and at rest. Single sign-on (SSO) is supported. Role-based access control (RBAC) enables secure team management. No public record of major security incidents is available.

Industry Use-Cases

Technology/SaaS

Zonka Feedback helps identify feature gaps and reduce churn by capturing in-app feedback, analyzing themes with AI, and automating outreach to at-risk users.

Hospitality

The platform improves guest satisfaction by collecting real-time feedback through kiosks and post-stay surveys, enabling targeted staff training and proactive reputation management.

Healthcare

Zonka Feedback enhances patient experience by monitoring service issues via kiosk surveys and supports compliance through routine CSAT and NPS data collection.

Retail

Businesses use Zonka Feedback to boost conversions and reduce returns by gathering immediate product feedback and routing alerts to relevant teams for quick action.

Education

Institutions apply Zonka Feedback to refine teaching methods with summarized course survey insights and re-engage alumni through targeted NPS campaigns.

Tool's Alternatives

SurveySparrow
Offers conversational surveys with omnichannel distribution. Focuses on mobile-first design and engagement. Advanced analytics may require higher-tier plans.

SurveyMonkey
Delivers strong survey creation tools with broad integrations. Known for platform reliability but offers limited branding control compared to newer tools.

Qualtrics Customer Experience
Provides enterprise-scale feedback management with deep analytics. Offers powerful automation but may be complex for smaller organizations.

AskNicely
Centers on NPS feedback with workflow automation and CRM sync. Best suited for real-time insights shared across frontline teams.

Featurebase
Focuses on product feedback via in-app widgets and forums. Helps SaaS teams manage feature requests using AI-powered duplicate detection.

Frequently Asked Questions

What channels can Zonka Feedback collect responses from?
Zonka Feedback supports web, email, SMS, QR codes, kiosks, mobile apps, offline mode, and in-app surveys.

Which metrics does Zonka Feedback support for measuring satisfaction?
The platform supports NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) as standard survey types.

Does Zonka Feedback offer integrations with other platforms?
Yes. It integrates with tools like HubSpot, Salesforce, Freshdesk, Pipedrive, Zendesk, Slack, Zoom, Intercom, and Cisco Webex. Zapier allows further connections.

What AI features are included in Zonka Feedback?
AI-powered tools include sentiment analysis of open-text responses, theme detection across feedback data, and smart summaries.

Can workflows be automated within the platform?
Yes. Users can set rules to automate follow-ups or escalate negative feedback using keyword triggers or score thresholds.

What security features does Zonka Feedback provide?
The platform offers encryption at rest and in transit. It also includes single sign-on (SSO) and role-based access control (RBAC).

Is there a free trial available before purchasing a plan?
A 14-day free trial is available. It includes premium features and allows up to 50 responses during the trial period.

How much does Zonka Feedback cost per month?
The Starter plan costs $79 monthly or $49 when billed annually. The Growth plan is $299 monthly or $199 annually. Enterprise pricing is custom.

Who typically uses Zonka Feedback within an organization?
Common users include customer experience teams, marketers, HR professionals, product managers, and operations leads across B2B and B2C sectors.

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